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Help Desk Technician Rock Island IL

Location
Rock Island, IL

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Rock Island, IL 61299
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Leonardo DRS, Inc.
Leonardo DRS is a leading supplier of integrated products, services and support to military forces, intelligence agencies and prime contractors worldwide. Focused on defense technology, we develop, manufacture and support a broad range of systems for mission critical and military sustainment requirements, as well as homeland security.
Headquartered in Arlington, VA, the Company is a wholly owned subsidiary of Leonardo S.p.A. which employs more than 70,000 people worldwide. We offer a competitive compensation package and a business culture which rewards performance. For additional information on Leonardo DRS, please visit our website at ****Company Overview
DRS Global Enterprise Solutions, Inc. successfully delivers quality systems and services to CONUS and overseas units. Our systems solutions encompass broad data distribution networks and complex telecommunications systems for data, voice and video applications over integrated satellite, terrestrial, and wireless networks. Our proven service history of engineering, installing, operating and maintaining innovative, low-risk, and cost-effective communications resources illustrates our commitment to supporting military, commercial, and relief efforts at home and around the globe.
Job Location:
Rock Island, IL  
Job Title:
Help Desk Technician
Summary
Support and maintain in-house computer systems, desktops, and peripherals.  This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.  Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.
Designs, develops, tests and evaluates networks or network infrastructure and applies knowledge of IA policies, controls and regulations. Performs analyses of system operations. Applies knowledge of and experience in the operations of hardware systems and components. Conducts fault detection, isolation, and correction of hardware systems and individual components or cable infrastructure. Duties may include routine system maintenance and analysis functions including: hardware configurations; adding, removing and replacing hardware components; use of hardware and software diagnostic testing tools; and cable infrastructure installation and maintenance.
Primary & Essential Accountabilities
Support and maintain in-house computer systems, desktops, and peripherals.  This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.  Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.
Evaluate, prioritize and respond to service requests with a resolution
Perform analysis and diagnosis of routine PC problems for end users, and recommend and implement solutions
Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal
Construct, install, and test customized configurations based on various platforms and operating systems
Monitor and test PC performance and provide statistics and reports
Perform PC, hardware and peripheral equipment improvements, upgrades, and repairs
Maintain communications with end users to ensure systems continually meet business needs
Under supervision, perform periodic system maintenance
Place vendor service calls when necessary to resolve hardware or software failures
Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives while maintaining the security and integrity of the data, system and network
Generate metrics, project status reports and operating status reports for management and team members
Provide service desk and technical support to users
Perform routine problem analysis and resolution design for systems and applications
Support, communicate, reinforce and defend the mission, values and culture of the organization
Receive inbound service requests via email and telephone
Create service tickets and manage workload in a team ticketing queue
Support desktop systems through break fix support and life cycle replacement efforts
Support VTC connections for local and remote customers
Support customers with VSAT related connection and configuration issues
Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required
Evaluate, prioritize and respond to service requests with a resolution in a timely manner
Provide input for team processes and procedures
Perform periodic computer maintenance
Generate metric reports and operating status reports for customers and management
Provide guidance to less experienced personnel
Qualification Requirements
Associates degree in Business Administration, Management Information Systems, Mathematics, Industrial Technology, Computer Sciences, a related field, equivalent experience or associate level vendor certification(s)
Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications
Two (2) to five (5) years of directly related experience in IT support
Certification(s) (e.g., Network , A ) are preferred for relevant systems
Strong verbal, written and interpersonal communication skills
Ability to work independently as well as cooperatively in a team-oriented environment
Ability to successfully interact with all levels of management, other IT professionals and end users
Strong analytic and problem-solving skills
Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all
Associates degree. Three additional years of related experience may substitute for the degree requirement.
Two years experience
Experience should include one of the following areas: system operations, engineering, design, installation, repair analysis, quality assurance, troubleshooting, installation and repair of telecommunications systems and infrastructure to applicable military and I3MP standards
May be required to meet requirements of 8570.01M
Ability to obtain and maintain
Department of Defense (DoD) Secret U.S. Government security clearance
Leonardo DRS, Inc. and its subsidiaries and affiliates are equal opportunity employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. #CA #MM

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