IT Technician (ITT)

Location: Onsite at Portsmouth Naval Shipyard (Kittery, Maine)

Employment Type: Regular shipyard duty hours, approved in advance by manager

Clearance Requirement: Secret Clearance

Position Summary: The IT Technician (ITT) will provide intermediate (Tier 2) technical assistance, support, and advice to customers and users, addressing minor hardware, software, and systems issues. The ITT will ensure efficient resolution of customer problems through various support channels, including walk-ins, telephone calls, service tickets, and email messages. The role involves troubleshooting, imaging computers, responding to security alerts, and creating detailed technical documentation.

Key Responsibilities:

1. Technical Support:

• Provide intermediate (Tier 2) technical assistance for minor hardware issues (e.g., keyboard and CAC reader failures), software, and systems problems.
• Respond to walk-in customers, telephone calls, service tickets, and email messages from customers seeking resolution of computer problems.
• Analyze issues to determine if the problem is related to the network, a system, an application, or the user’s workstation.
• Troubleshoot, identify, and diagnose root causes, restoring technical service and equipment.
• Gather information to assist Tier 3 technicians when escalation is needed.

2. Computer Imaging and Configuration:

• Image computers and complete configuration with the customer.
• Respond to security alerts and mitigate vulnerabilities.

3. Documentation and Process Improvement:

• Develop detailed technical documentation related to software installation and complex troubleshooting procedures for IT staff and How-To guides for customers.
• Provide feedback on processes and make recommendations for areas of improvement.

4. Problem-Solving and Diagnostic Techniques:

• Troubleshoot using various diagnostic techniques, including:
• Determine network functionality/availability using application tools such as "Ping."
• Determine shared resource functionality (e.g., network-attached drives and print services).
• Determine application functionality (e.g., web function, Citrix terminal server, database server function, and email).
• Determine user computer account status and assist with account issues, password changes, and user redirection to the NMCI National Helpdesk.
• Understand basic PC functionality, including hardware, software, virus/malware, Windows policy, and security policy.
• Execute file permission requests, applying appropriate permissions and creating folders on network shares, drives, and systems.
• Create user Active Directory accounts following the locally defined account creation process.

5. Multi-tasking and Priority Management:

• Ability to multi-task and change priorities as needed.

Qualifications:

1. Experience:

• Minimum of four (4) years of information technology experience, including analyzing, designing, programming, and/or maintaining computer security applications, hardware, telecommunications, network infrastructure equipment, or technical support in information technology.
• One year of network-level server management and support experience.
• Experience installing and maintaining Microsoft Windows 10 operating systems and Microsoft Office Suite 365.
• Familiarity with patching tools such as Goverlan, SCCM, and Avanti.
• Experience performing system administration tasks, including managing and resolving problems in network access, performance, patches, and upgrades.
• Experience installing and configuring application software on a computer workstation.

2. Certifications and Compliance:

• After onboarding, the ITT will receive a Cyber IT/Cybersecurity Workforce (CSWF) designation letter from the Information Systems Security Manager (ISSM) and must adhere to it.
• The ITT will be issued an Information Systems (IS) Privileged Access Agreement (PAA) and Acknowledgement of Responsibilities form from the ISSM and must adhere to it.
• The ITT must have (at a minimum) one of the Baseline Cyber IT Certifications prior to onboarding at PNS such as Security CE+ or anything higher.

Skills and Competencies:

• Strong technical troubleshooting and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in IT support operations and customer service.
• Ability to manage time effectively and prioritize tasks.
• Knowledgeable in using and managing Service Desk Ticket systems.
• Familiarity with cybersecurity standards and compliance requirements.

Application Process: Qualified candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications. Please include any certifications and references that support your application.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.