Senior Help Desk Technician (Tier 2) - Military veterans preferred

Frontier Technology, Inc. (


Rhode Island
United States

Job Duties: The IT support specialist will provide Navy Marine Corps Intranet (NMCI) transition services, coordinate problem resolution elevated beyond the Help Desk, represent the command in contract discussions regarding Service Level Agreement (SLA) clarification and support the Duty Customer Technical Representative. The IT support specialist will also review/validate SLA reports for work completion and quality of service and provide input in support of Incentive/Credit Process, coordinate command specific IT requirements with the DCTR and/or vendor, and review proposed plans/IMS for consistency with operational requirements.
Education: Bachelor's degree in computer science, information science, or a related field
Years of experience: 3+ years
Ability to communicate information and ideas in speaking and writing
Excellent communication and customer service skills
Ability to identify software application requirements by user or target device
Knowledge of IT concepts, principles, methods and practices sufficient to plan and carry out a wide variety of difficult and complex IT issues.
Knowledge of a wide variety of applications, operating systems, protocols, and equipment to provide advice and assistance to the end users.
Experience responding to and resolving user generated trouble tickets
Knowledge of Commercial Off-the-Shelf (COTS) packages and assistance to the end user of the COTS packages.
Knowledge of Government Off-the-Shelf (GOTS) packages and training to the end users on the GOTS packages.
Knowledge of performance management/measurement methods, tools and techniques sufficient to conduct analysis and recommend resolution of complex IT issues.
Knowledge of Purebred Agent process for configuration, securing and managing iOS, Android, Blackberry, Universal Windows Platform (UWP) and YubiKey 4 devices.
Knowledge of NMCI NET (Network Enterprise Tools)
Knowledge of Active Directory
Asset Management
Basic hardware troubleshooting – Computer, laptops, printers, etc.
Help Desk Support – PC login in, Email, CAC, connectivity etc. issues

Provide second-level support to employees or internal customers in resolving complex or escalated technology issues. Ensure the proper day-to-day operation of internal technology applications and equipment. Troubleshoot software and hardware issues on laptops, desktops, tablets, smartphones, servers, and/or network equipment. Perform updates, repairs, upgrades, backups, and other maintenance tasks. May also handle phone and email assistance as well.
Senior-level support role. Completes assignments with little supervision. May assist less-experienced team members. Typically requires 3+ years of related experience.