IT Help Desk

Job Title

IT Help Desk

Career Level

Experienced (Non-Manager)

Job Type

Full-Time

Location

ERC Corporate Office - Huntsville, AL 35806 US (Primary)

Job Description

For more than 30 years, ERC has been delivering the advantage needed to solve our customers and the nation's toughest challenges. ERC is a trusted partner to the Defense and Space communities. We provide the advanced engineering, innovative technology, and subject-matter expertise to deliver the mission results our customers need to keep the nation safe and secure. Our unique solutions enhance readiness, optimize performance, and help ensure success in the air, on the ground, and in space.

An essential part of our success is our corporate culture built on respect, empowerment, and collaboration. Our culture elevates our people, ensuring they provide best-in-class service and solutions to our customers. We always strive to do the right thing. We believe that our people are our best asset and human connection our greatest strength.

Check us out on ERC.US

Your role:

ERC has an exciting opportunity for an IT Help Desk and Network Administrator focusing on supporting our CONUS office. The IT Help Desk and Network Administrator will support our onsite and remote staff. He/she will report to the IT Help Desk Manager and will be tasked with performing IT and cyber-related tasks.

What you'll do all day:

Functionally, the candidate will be responsible for:

• Managing Endpoints and User Accounts
• Provide IT Help Desk and Network support for a Windows environment consisting of multiple servers (both physical and virtual), laptops, network devices (switches and firewalls), and various mobile devices nationally across multiple divisional offices
• Serve as the primary local contact for Office 365 (OneDrive, SharePoint, Email, Teams, etc.) Administration, AD Accounts, and File Sharing Permissions
• Processes onboarding for new employees by coordinating with the IT Help Desk Manager
• Mitigation of viruses, malware, and other cybersecurity-related vulnerabilities
• Deploys Quest KACE SDA Images and processes
• Supports the maintenance of the Quest KACE SMA Software catalog
• Updates Quest KACE SMA Asset database for all IT Equipment
• Performs network printer configuration, installation, and support
• Responsible for maintaining the LAN room and IT equipment storage including laptops, mobile phones, desktops, software, etc.
• Performs preventative maintenance of IT equipment to include inspection, configuration, and maintenance of workstations, printers, and peripherals
• VTC & AV Support
• Primary local support for VOIP Cloud phone system
• As requested, coordinate VTC/Telepresence Meetings via ZOOM and Microsoft Teams
• Support and maintain local AV equipment (Projectors, TVs, Switches, computers, etc.)
• General Support Activities
• Functions as the primary point of contact for the Help Desk and Network administration-related support for the office
• Escalates technical cases as needed to the IT Help Desk Manager
• Keeps the IT Help Desk Manager informed for all Technical Support Areas
• Record all support requests, troubleshooting steps, and resolutions in the call ticketing software (Quest KACE SMA)
• Responds to support incidents and service requests within a timely manner as defined by the IT Director
• Escalates support tickets to the IT Help Desk Manager when appropriate
• Communication with end-users in a clear, concise, and professional manner
• Assists with building and maintaining a heightened awareness of IT and cyber security within the organization
• Assisting with other duties & projects as assigned

You will love this job if you:

• Are a self-starter and require little oversight to complete given tasks
• Enjoy a fast-paced work environment
• Love working with diverse groups of individuals, including engineers and technicians
• Are good at communicating with people
• Have a positive attitude
• Enjoy multitasking

Minimum requirements for this position:

• SECURITY CLEARANCE: N/A
• EDUCATION: AA or BS in IT, cyber security, or related field is desired.
• CERTIFICATIONS: ITIL, CompTIA A+, and/or Network+
• EXPERIENCE LEVEL: A minimum of five (5) years of Help Desk and Network Administration support.

Desired skills and experience for this position:

• A minimum of five (5) years of Help Desk and Network Administration support
• Solid technical knowledge of Microsoft Operating Systems and Office 365
• Experience with Active Directory
• Experience with TCP/IP - Connectivity Troubleshooting
• Experience with workstation deployment and patching using Quest KACE appliances
• Experience with Virtualization Technologies (Hyper-V, ESXi)
• Experience with SharePoint support and administration
• Experience with Firewall, Content Filtering, and Intrusion Detection/Prevention System configurations
• Attention to detail with an eye for a high level of accuracy
• Excellent customer service judgment
• Excellent judgment and decision-making skills
• Be highly proactive and self-motivated
• Strong analytical and problem-solving skills
• Strong interpersonal skills to interact with customers, senior and executive level personnel, and team members
• Strong organization skills to prioritize work and balance complex projects
• Strong verbal and written communication skills
• The ability to accept constructive feedback and implement changes immediately
• The ability to prioritize and perform multiple tasks in a timely manner

What we offer:

• Competitive salaries.
• Continuing education assistance.
• Professional development allotment.
• Multiple healthcare benefits packages.
• 401K with employer matching.
• Paid time off (PTO) along with a federally recognized holiday schedule.