Bilingual Help Desk Technician* - Military veterans preferred

Trace System (
Computers/Information Technology


  full-time   employee

United States

*** Contingent upon Government Approval***

Job Title: Bilingual Help Desk Technician*
Job Location: SOUTHCOM Headquarters, Doral, FL
Security Clearance: Active, in-scope US Government issued Secret clearance
Due to the nature of the work and US Government required, US Citizenship is required.

Job Responsibilities:
Se Habla Español!

Trace Systems is actively recruiting for a cleared and customer service focused Bilingual Help Desk Technician to join our on-site team in Doral (Miami), FL.

Duties and responsibilities to include the following:

Responsible for fielding phone calls and emails and creating trouble tickets
Provide total customer support service as single point of contact for Tier 1 and Tier 2 level tickets
Provide phone and in-person support to users
Serve as the initial point of contact for troubleshooting hardware/software PC, printer, and mobile phone issues
Escalate tickets to the appropriate technical team
Ensure all tickets are updated with accurate information
Communicate technical issues and resolutions to clients and keep IT Task Lead informed
Image desktops and conduct backups as needed
Maintains system documentation
Applies patches and updates network device operating systems in accordance with DoD guidelines
Monitors all Administrator and Service accounts
Maintains network health and troubleshoots reported events
Perform other duties as required
Minimum Qualifications:
Active, in-scope US Government issued Secret clearance
Due to the nature of the work and US Government required, US Citizenship is required.
Position requires a minimum of two (2) years of help desk/technical support experience (within the last 7 years) to include:
Software Support: Microsoft OS, Office Suite and IBM Sametime.
Hardware Support: desktops, laptops, scanners, printers, mobile devices, etc.
Bilingual (Spanish, Portuguese or French)
Ability to work in fast-paced, rapidly changing environment
Clear and effective communication skills (oral and written)
Provide support in a mission critical environment including shift work/non-standard hours (24/7 operations), as required
Current DoD 8570 IAT level II certification (CCNA-Security, Security+, etc.)
Knowledge of routers, switches, patch panels, concentrators, associated terminals, and related network hardware and software
Desired Qualifications:
DoD experience
Experience/knowledge with DameWare
Bachelorâ??s degree or equivalent in years of IT related experience will be accepted in lieu of a degree
Trace Systems
Trace Systems, headquartered in Vienna, Virginia, was founded to support and defend our nation's security interests at home and abroadâ??â?? whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.

To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading edge company where you can achieve great things while fostering a satisfying and rewarding career progression. Please apply directly through the website at: #jointracesystems

Trace Systems is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.