PC Desktop/Service Desk Support Technician 2/3

Company: Northrop Grumman
Location: Melbourne
Posted on: November 21, 2022

Job Description:

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work - and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.

Northrop Grumman Global Operations Security is seeking a well-qualified Desktop Support Technician for a classified government program at its Melbourne, FL location. Individual will perform the following duties on a day to day basis in support of the program:

• Provides technical support for computers and associated networks.
• Installs, troubleshoots, services, and repairs personal computers, related PC software, telephones, cables, and connectors. Connects personal computers and terminals to existing data networks. Performs basic PC setups.
• Instructs and assists users in the use of personal computers and networks. Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases. Maintains trouble logs.
• Completes paperwork and other tasks needed to satisfy Security requirements. Successfully follows all Security regulations, guidelines, and processes regarding the installation, maintenance, and retirement of PCs and PC-related hardware and software. Works with Security to remediate classified or unclassified data spillage incidents.
• Coordinates with users, service desk, server administrators, network engineers, and customer and IT management.
• Reviews the trouble ticket queue to identify issues that need to be addressed. Works through the ticket queue without intervening management direction (self-motivated). Resolves tickets within established SLAs. Raises issues that require management attention or involvement.
• Establishes and maintains high levels of customer satisfaction according to defined objectives while adhering to established policies.
• Works with system administrators and other staff to resolve support issues, escalating where appropriate.
• Participates in new installations, testing and special projects as needed.
• May spend portions of the day away from the desk when supporting users and moving equipment.
• Exhibits good communication skills, an energetic approach, and patience with customers.
• Possess a technical understanding of Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) Operations, including Service Desk, Desktop, Network, Telecommunications, Data Center, Application Support, Service Level Management, and other areas of IT Operations.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
• Route calls to product line specialists. Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.
• Lift equipment weighing up to 50 pounds.
• Work various shifts, after hours, or weekends as needed.This position may filled at a higher level based on the qualifications listed below.
  
  Basic Qualifications for Level 2:
  • High School diploma and 2 years experience OR Associate's degree and 0 years of experience
  • Active DOD Secret clearance
  • Ability to be cleared to and maintain special access programs (SAP) clearance
  • Current DOD 8570 IAT level 2 baseline certification (example: Security+ CE) OR ability to obtain within 3 months of start date
  • Experience with Microsoft products such as Windows Desktop OS, Office Product SuiteBasic Qualifications for Level 3:
    • High School diploma and 4 years experience OR Associate's degree and 2 years of experience OR Bachelor's degree and 0 years of experience
    • Active DOD Secret clearance
    • Ability to be cleared to and maintain special access programs (SAP) clearance
    • Current DOD 8570 IAT level 2 baseline certification (example: Security+ CE) OR ability to obtain within 3 months of start date
    • Experience with Microsoft products such as Windows Desktop OS, Office Product SuitePreferred Qualifications:
      • Bachelors of Science or other technical based degree
      • Active DoD Top Secret clearance
      • CompTIA A+ or Network+ Certification
      • Microsoft Certifications (MCP, MCSE or MCSA) a plus
      • Proficiency in remote administration and troubleshooting of desktop PCs, Visio, PowerShell
      • Experience with zero and/or thin client devices
      • Experience in Active Directory configuring user and computer accounts
      • Cross-platform experience (i.e. two or more: Windows, Linux, Solaris, OSX, UNIX, etc.)
      • Experience supporting VMware VDI (Virtual Desktop Infrastructure)
      • Knowledge of Windows operating systems, Active Directory administration, and LAN/WAN networking
      • Ability to work in a fast paced environment where multiple projects are being developed and deployed simultaneouslyESCSO
        
        Salary Range: $39,600 USD - $66,000 USD
        Salary Range 2: $47,100 USD - $78,500 USD
        
        Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.
        
        The health and safety of our employees and their families is a top priority. The company encourages employees to remain up-to-date on their COVID-19 vaccinations. U.S. Northrop Grumman employees may be required, in the future, to be vaccinated or have an approved disability/medical or religious accommodation, pursuant to future court decisions and/or government action on the currently stayed federal contractor vaccine mandate under Executive Order 14042 .
        
        Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit . U.S. Citizenship is required for most positions.
        
        

Keywords: Northrop Grumman, Melbourne , PC Desktop/Service Desk Support Technician 2/3, Professions , Melbourne, Florida