Category: Help Desk Specialist II - Secret
Location: Joint Base Andrews
Clearance: Secret
Travel Required: No
Remote Type: No
Hours: 2:00PM - 10:30PM (Tuesday - Saturday)
*This role support on call rotation.
*This position requires an on-site swing shift, scheduled from 2:00 PM to 10:30 PM, Tuesday through Saturday.
An initial 30-day on-site training period is mandatory and will follow a standard day shift schedule (7:00 AM - 3:30 PM, MondayFriday) before transitioning to the assigned swing shift.
Sunayu, LLC is hiring a Help Desk Technician II who will be accountable for the entire lifecycle of incident management.
Key responsibilities include:
- Incident Management Proactively to identify and classify major IT incidents and events by leveraging data from various AFNCR work centers and monitoring tools.
- Triage & Coordination: Serve as the primary point of contact for triaging newly identified issues, orchestrating a swift and effective response by engaging all necessary internal and external resolution teams.
- Incident Communications: Establish and facilitate troubleshooting conference bridges, ensuring seamless coordination between technical teams.
- Maintain clear and consistent communication with all stakeholders, including government leadership. Provide timely status updates from inception to resolution.
- Situational Awareness: Maintain a comprehensive understanding of incident status and operational impact, disseminating critical information through the appropriate government communication and command structures.
- Problem Resolution: Drive the investigation and resolution process for all incidents.
- Collaborate with the problem management team to perform root cause analysis and track corrective actions to prevent future occurrences.
Required Qualifications
- Security Clearance: Active Secret Security Clearance.
- Experience: A minimum of two years of work experience within a Department of Defense (DoD) environment.
- Technical Acumen: A strong, foundational understanding of network equipment, architecture, and capabilities.
- Communication: Exceptional written and oral communication skills, with a proven ability to brief stakeholders and articulate complex technical situations clearly.
- Operational Skills: Demonstrated ability to multitask effectively and perform decisively under pressure in a fast-paced operational setting.
- Certification:Must hold a valid CompTIA Security+ certification.
Minimum/General Experience:
- This position requires a minimum of five years' experience, of which at least three years must be specialized. Specialized experience includes:
- Knowledge of PC operating systems, e.g., DOS, Windows, and networking and mail standards and work on a help desk.
- General experience includes information systems development and other work in the client/server field, or related fields.
- Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
- Functional Responsibilities:
- Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.
- Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
- Minimum Education:
- An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics or business/finance or an applicable training certificate from an accredited training institution.
- Education and experience requirements may be substituted with:
- A bachelor's degree (in subjects described above) and four years general experience of which at least two years must be specialized experience.
- No degree and eight years general experience of which at least six years is specialized experience.
Who We Are
Sunayu, LLC serves as a premier technology partner to the Defense and Intelligence communities, delivering mission-critical engineering solutions across the nation. Our operations are anchored in a commitment to trust, accountability, and ethical transparency, ensuring the high-performance outcomes necessary to protect our country's most vital interests.
Culture
Our strength lies in our community: Our team prioritizes collaboration, professional growth, and encourages open communication. At Sunayu, we don't just secure the mission-we grow together.
Career Development
We support and encourage our team members to continue their professional growth by providing company-reimbursed training and continuing education of up to $5,000 per year. We also participate in many industry conferences and events where we share our expertise and experiences.
Pay Rate
Salary range considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/ training, key skills, as well as market and business considerations when extending an offer.
Benefits
- 3 Medical Plan Options
- Dental and Vision
- FSA, DCFSA, HSA
- Life/AD&D Insurance
- Short-Term & Long-Term Disability
- Employee Assistance Program (EAP)
- Training and Educational Assistance
- Paid Time Off (PTO)
- 11 Federal holidays
- 401k plan with up to a 6% match (100% immediate vesting)
Equal Opportunity Employer
Sunayu, LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability status, marital status, genetic information, medical condition, or any other characteristic protected by law.
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