Help Desk Technician

Position Description:
CNIC Regional Offices enable improving operational performance and cost reductions through business process definition, analysis, and development of technical capabilities which automate processes or improve transparency for analytics and decision making. This position is based out of Naples, Italy.

In support of this effort, the Electronics Technician III/Help Desk Support will be responsible for the below listed activities:

- Address, manage and resolve network and or domain user trouble calls.
- Provide support in the implementation, installation, maintenance and upgrades of user SIPRNet, Non-classified Internet Protocol (IP) Router Network (_NIPRNet_) and telephone drops, in accordance with best practices and standards.
- Support the creation and or troubleshooting of user domain accounts, to include SIPRNet and _NIPRNet_ and review/approve related request forms such as System Authorization Access Request (SAAR).
- Perform site surveys and determine requirements needed to support user domain requirements, and develop the needed site survey report.
- Assist in the implementation, installation, maintenance and upgrades of telephone drops; assist in the installation, maintenance, and upgrade of Video Teleconferencing (VTC) endpoints; provide VTC support to users, to include VTC endpoint meeting setup and troubleshooting; in the implementation, installation, setup, maintenance and upgrades of telephones, to include Voice over Secure IP (VoSIP).
- Track assignments or allocations of telecom assets, services, accounts, etc.; maintain a database used to track telecom asset assignments.
- Support the disposal and sanitization of systems, sub-systems, sub-components, peripherals, or any items identified to be no longer needed through the Defense Reutilization Management Office (DRMO) process.
- Submit Request for Changes (RFCs), and track and manage RFCs.
- Attend meetings in support of domain and telecom users.
- Develop Standard Operating Procedures (SOPs) when required; train users when required.

Qualifications:
To be successful in this role, you must have the following:

- HS Diploma along with technical training related to Information Technology, Cyber Security, Computer Science, or related discipline.
- Must have at least five (5) years IT related knowledge and experience particularly in providing IT helpdesk support with computers, mobile devices, Multi-Function Devices, and other IT related systems.
- Help Desk personnel must possess an active SECRET clearance.
- Must have at a minimum, an up-to-date Information Assurance Technical (IAT) Level II baseline certification.
- Help Desk personnel must have a working knowledge of, or be proficient in of Microsoft Office Suites, to include Word, Excel Spreadsheet, Power Point and Access.
- Have a working knowledge of the Information Technology Service Management (ITSM) framework, principles, processes, service workflows and use ITSM tools; demonstrate the ability to support ITSM strategy management, service portfolio management, demand and business relationship management as applicable.
- Experience using IT helpdesk ticketing systems such as Remedy (desired).

Company Overview:
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).