Service Desk Technician - job 2 of 2

Overview

i3 is seeking an IT Service Desk Technician to join our growing team! The best candidates for this position have a professional and courteous demeanor and enjoy using their technical and customer service skills to remove the hassle from any technical problem.

The IT Service Desk Technician will provide technical desktop assistance and customer service to a large user base and serve as the first contact for customers who need assistance with various technical issues.

This position is located at the i3 Corporate Office in Huntsville, AL.

Responsibilities

• Serve as the first contact with customers who need technical assistance.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide direct customer service and technical support to local and remote users as required via phone, e-mail, online systems, and in person.
• Provide professional assistance to customers, answering inquiries, locating information, and analyzing technical requirements at a moment’s notice, sometimes in stressful situations. Follow-up with users until the issue is resolved.
• Configure and install PCs, network printing devices, peripherals, and software, including physical attachment of equipment to the network.
• Determine and provide best solutions to issues based on details provided by customers; keeping in mind industry best practices and required security standards.
• Provide accurate information on IT products or services.
• Appropriately record events, problems, and their resolution.
• Document procedures; Identify and suggest possible improvements on existing procedures.
• Utilize tools such as Active Directory, Remote Desktop, etc.
• Operate audio/visual equipment and solutions such as Microsoft Teams Rooms
• Maintain and improve skills necessary to perform job functions.
• Maintain an awareness of trends within the technology industry, researching and testing to determine how they could benefit i3.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Computer Information Systems, Information Technology, Computer Science, or a related technical field. Additional experience may substitute for degree.
• 0-3 years of relevant IT Service Desk experience
• Expert level knowledge of Microsoft desktop operating systems and applications
• Working knowledge of networking fundamentals
• Working knowledge of Azure AD
• Working knowledge of macOS and Linux
• Working knowledge of mobile devices to include management of such devices
• Working knowledge of desktop and laptop hardware
• Working knowledge of Service Desk software
• Working knowledge of automation tools
• Remote Desktop Troubleshooting Experience
• Must obtain a CompTIA Security+ CE within six months of hire
• Net+, A+, ITIL or other related certifications preferred
• U.S Citizenship is required
• Must be eligible to obtain and maintain a DoD Secret Security Clearance.=
• This is an onsite position located in Huntsville, AL
• Individual must be able to work in an after-hours on-call rotation.
• Grooming and dress must be appropriate for the position.
• A professional and courteous demeanor is required in all circumstances.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; handle or feel; and reach with hands and arms.
• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must be able to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Regular i3 hours are 8:00 a.m. - 5:00 p.m. Monday-Friday, however, additional hours may be required on occasion. Regular and punctual attendance is required.

About i3

i3 is a technically diverse, 100% team member owned business, headquartered in Huntsville, Alabama specializing in missile and aviation systems engineering and logistic services, electronic warfare and electromagnetic effects analysis, UAS system integration and flight operations, full lifecycle C5ISR engineering services, cybersecurity and IT/IA innovative solutions and virtual training, simulation & serious game development and implementation. We have established a broad offering of products and capabilities collectively providing decades of experience supporting the full complement of DoD military services, Missile Defense Agency, National Aeronautics and Space Administration, and a variety of other Government organizations and private industry customers.  

Perks of being a team member owner include:

• Long-term financial security
• Higher job satisfaction
• Greater job security
• Personal and professional growth
• Great company culture

Other outstanding benefits:

• Excellent insurance coverage
• 401(k) match
• Generous PTO
• Health and wellness incentives
• Tuition and certification reimbursement
• Countless opportunities to give back to the community through i3 Cares

We work hard. We compete hard. We play hard. Apply now to join us!