Employment Opportunities - Jacksonville, Florida

Sr. Help Desk Technician

MANDEX currently has a need for a Sr. Help Desk Technician to join our BUMED ITACS team in Jacksonville, FL. The Navy Bureau of Medicine and Surgery (BUMED) Information Technology and Communication Services (ITACS) provides accurate and timely IT services and solutions for BUMED HQ in support of the Navy and Marine Corps medical readiness. ITACS is responsible for providing operational execution, management, support and expertise across five high level functional areas to include Help Desk support, Network Operations (NETOPS), SharePoint Development, Mobile Device Management (MDM), and Video Teleconferencing (VTC). Responsibilities include:

·         Establish and sustain effective Help Desk operations to identify problems, request information, and check status of information technology trouble tickets.

·         Continuously monitor and respond to in-bound support request ticket submissions received through the ITACS Help Desk support site or hotline

·         Establish and maintain a SAAR-N Management process to control the Account Request Forms processed through ITACS.

·         Diagnose and troubleshoot any problems, on Government furnished equipment and systems, and reported by end users.

·         Coordinate, when necessary, with the equipment vendor to diagnose problems, perform troubleshooting, and install replacement components for defective parts.

·         Support in setup and troubleshooting of mobile devices for all approved end users. This includes tracking and upgrading accounts and devices.

·         Support as a liaison for the Multi-Function Device lease and maintenance contracts. Configure and install new hardware including upgrades acquired and approved by BUMED. This process shall ensure that the equipment operates according to the manufacturer's specifications, that the required network and communication capability is established, all security requirements have been met, and that the equipment functions satisfactorily within the BUMED environment.

·         Install approved software/hardware, and transfer user data files from old equipment to the new equipment.

·         Ensure with the user full functionality exists with the new equipment.

·         Track and document all license required software that is installed on any workstation or system supporting BUMED staff and satellite offices.

·         Relocate computer hardware to new locations as directed by an approved BUMED Relocation Form.

·         Conduct thorough testing of new software prior to deployment to users.

·         Diagnose, troubleshoot, and resolve problems with network or desktop connections reported by end users.

·         Support customers with file transfers using approved and supported protocols.

·         Provide customer support and data entry.

·         Install, configure, track telephone and voicemail services as necessary.


·         Ten (10) years of equivalent work experience.

·         Required certifications: CompTIA Security+; Microsoft Certified Information Technology Professional (MCITP); ITIL V3 Foundations


·         Associates in Computer Science, Information System or any Information Technology related field

 Security Level:

·         None


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Send resumes to employment@mandex.com
MANDEX offers competitive salaries and excellent benefits packages.
United States Citizenship Required EOE, M/F/D/V