Client System Technician

The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of our company rests on the quality of our solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management.

Be a part of the Telos culture and see what sets us apart! Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment!

This position will be based at Tinker AFB, Oklahoma

Responsibilities:
The Client Support Technician (Associate) will be familiar with Information Technology (IT) concepts, practices and procedures and work with customer counterparts to provide the following services:

• Help Desk – Provide network assistance and technical support to resolve user problems, service requests, communications, computer, voice, network faults and outages. Provide network assistance and trouble resolution based on a fully integrated trouble ticketing system that will automatically assign priorities and set response times and escalation timelines based on the criticality of the system being reported on.

o Use the local help desk ticket system and associated databases to enter, document, track, coordinate, route, resolve, and close user ticket issues.
o Provide the ability to run Ad Hoc queries against the central repository for trouble ticket tracking/status to provide better customer support.
o Resolve customers’ administrative and technical communications problems.
o Perform the installation of equipment, connection of peripherals and the installing/deleting of client level software and ensure all documentation is in accordance with established policies, guidance and directives.
o Provide soft application assistance.
o Implement client workstation software patches, security fixes and service releases according to local network operations center and network control center instructions. Manage and establish network user accounts.
o Create and maintain a central repository for technical advice and solutions for network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support.
o Provide the government with metrics including: statistics of calls received, number of trouble tickets submitted, average resolution time, priority, listing of technical bulletins and information guides issued and trend analysis information and other information as requested.
o Propose criteria to define the priority of problems for example, routine through critical (VIP and work stoppage) and submit a table with the definition of the priority categories with a resolution timeline.

• Account Management

o Perform voice, data, video account creation and deletion, and modification service to installation users.
o Provide means and or direction for users to unlock Common Access Cards (CAC).

• Voice, Video and Video Devices

o Perform client-level information technology support function, voice network and Personal Wireless Communication Systems (PWCS).
o Manage hardware and software Controlled Cryptographic Information (CCI).
o Perform configuration, management and troubleshooting.
o Provide service to end-users for operation, restoration and configuration of information systems.
o Implement installation and maintenance functions associated with edge device systems such as key and intercom systems, copper core and fiber-optic intra-building wiring, fiber-optic end equipment, modems and associated hardware.

• Personal Wireless Communications Systems (PWCS)

o Track, distribute, maintain, train and replace all mobile devices for Air Force and DoD. Mobile device distribution should be limited IAW local policy and funding.
o Provide the maximum mobile device support possible to customers for mobile device services based on different levels of service and prioritization within the levels of service.
o Perform Trend Analysis to determine, solve, prevent and anticipate service disruption in order to ensure service is continued to the customer during any disruption.

• Automated Data Processing Equipment (ADPE) Custodian

o Oversee ADPE throughout its life cycle from purchase to disposition in accordance with established policies, instructions and directives.
o Follow applicable environmental guidelines when disposing of hardware or electronic equipment.

Qualifications:

• An active DoD Secret Clearance is required
• Minimum IAT Level 2 certification in accordance with DoD 8570.01-M (i.e. – Sec+ CE certification)
• High school plus advanced training in related area
• Two (2) years of experience (minimum) in technical, related field (preferably in Air Force environment)
• Good communication skills
• Ability to work well with others
• Good organizational skills
• Proficient in MS Office tools
• Familiarity with DoD or Air Force environment desired
• Familiarity with Air Force Instructions (17 and 33 series) desired, especially AFI 33-112
• The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.