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Information Technology (IT) Help Desk IV

Job Tracking ID:  85347-280472
Location:   Huntsville , AL
Job Type:  Full-Time/Regular
Date Updated:  November 25, 2019
Radford Job Code: 09461-09464
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Job Description:


Provide on-site desktop support for customers of Network Enterprise Center – Redstone (NEC-R). Resolve customer service request for various problems to include desktop network connectivity, desktop configuration, email, login and passwords, CAC/PKI and application support.  Processes a range of scheduled routines in addition to the operating system and resolving common error conditions, this worker diagnoses and acts on machine stoppage and error conditions not fully covered by existing procedures and guidelines (e.g., resetting switches and other controls or making mechanical adjustments to maintain or restore equipment operations). In response to computer output instructions or error conditions, the Field Service Technician and Desktop Support Technician may deviate from standard procedures if standard procedures do not provide a solution and refers problems which do not respond to corrective procedures to a person of supervisory or higher individual contributor level.




  • Provide desktop assistance at the customers workstation or location
  • Escalate unresolved issues to next level support
  • Document unresolved issues with clear detail and initial steps taken for resolution 
  • Provide printer, plotter, scanner, and digital sender support; installation and configuration of new hardware, repairing connectivity problems on existing hardware, and troubleshooting configuration issues
  • Provide support for IPhone and other mobile messaging technology; resetting passwords, reactivation an troubleshooting user issues


Experience and Skills:



  • Excellent written and verbal communication
  • Customer Service
  • Familiarity with Remedy trouble ticketing
  • Experience with multiple printer, plotter, copier, and digital sender platforms
  • Thorough Familiarity with Windows 10 operating system
  • Working knowledge of Microsoft Active Directory 




  • Bachelor's Degree in a Computer related field
  • 0 - 5 years task related experience
  • Possess CompTIA A+ Security certification; or have the ability to obtain prior to start
  • Must possess and maintain an IAT-I level certification
  • Ability to obtain SECRET Security clearance is required

Additional Information:
Job Level:   Mid Career (2+ years)
Number of Openings:   2
Years of Experience:   At least 3 Years
Level of Education:   High School/GED
Starting Date :   ASAP