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Help Desk Specialist

Location: 

Rock Island, IL, US, 61299

Job ID: 102074 

 

The Leonardo DRS Global Enterprise Solutions business delivers world-class mission-critical satellite communications and security solutions with unmatched reliability and support anywhere in the world.

Job Summary

Help Desk Technician (Rock Island, IL)  
 
Opportunity Summary – 

Support and maintain in-house computer systems, desktops, and peripherals.  This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.  Troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required.
 
Provide phone, email, web, and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
 

Job Responsibilities

Primary & Essential Accountabilities
•    Support and maintain in-house computer systems, desktops, and peripherals.  This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.  Troubleshoot problem areas in a timely and accurate fashion, and provide end-user training and assistance where required.
•    Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems 
•    Evaluate, prioritize and respond to service requests with a resolution
•    Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions
•    Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
•    Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal
•    Construct, install, and test customized configurations based on various platforms and operating systems
•    Monitor and test PC performance and provide statistics and reports
•    Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs
•    Maintain communications with end users to ensure systems continually meet business needs
•    Perform periodic system maintenance
•    Place and escalate vendor service calls when necessary to resolve hardware or software failures
•    Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
•    Write technical specifications for purchase of PCs, networking hardware and related products
•    Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations
•    Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives while maintaining the security and integrity of the data, system and network
•    Generate metrics, project status reports and operating status reports for management and team members
•    Provide guidance to less experienced personnel
•    Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
•    Provide service desk and technical support to users
•    Perform routine to moderately complex problem analysis and resolution design for systems and applications
•    Support, communicate, reinforce and defend the mission, values and culture of the organization
 

Job Responsibilities Part II

Qualifications

Qualification Requirements
•    Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
•    Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications
•    Two (2) to five (5) years of directly related experience in IT support
•    Strong verbal, written and interpersonal communication skills
•    Ability to work independently as well as cooperatively in a team-oriented environment
•    Ability to successfully interact with all levels of management, other IT professionals and end users
•    Strong analytic and problem-solving skills
•    Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all customers
 
•    High school diploma
•    Two years experience
•    Ability to obtain and maintain Department of Defense (DoD) U.S. Government Secret level security clearance
 
Qualification Preferences
•    IAT Level II Security+ and at least one computing environment certification

#CA #CS #MM

Leonardo DRS, Inc. and its subsidiaries and affiliates are equal opportunity employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

Our Mission

To build shareholder value through a commitment to high ethical standards and a superior performance culture focused on customers, employees, financial results and corporate citizenship.

Our Vision

To be the leading mid-tier defense technology company in the U.S.

Our Values

Our employees appreciate a culture of open honest communications, and fair and equitable treatment. We accomplish through:

INTEGRITY. At Leonardo DRS ethics and accountability always comes first.

QUALITY. We set high standards of performance, and consistently deliver excellent products and services.

CUSTOMER FOCUS. We go above and beyond to meet customer needs, and work to create long-term relationships with our customers.

DIVERSITY. We embrace different points of view, and continually foster an environment that enable all participants to contribute to their full potential.

INNOVATION.  At Leonardo DRS, innovation is in our DNA. We have built this company through the innovative ideas of our employees and continue to foster an environment that rewards new ideas to help our government and military customers save lives, solve critical problems and modernize to ensure mission success for years to come.

Leonardo DRS, Inc. is committed 
to building a diverse and inclusive workplace where everyone feels valued.  We are committed to building a workplace where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law. At Leonardo DRS, we believe that a diverse and inclusive environment makes us a stronger Company. We embrace different points of view, respect one another in the workplace, and understand that an inclusive environment furthers creativity, innovation, and business performance. 

For additional information on  Leonardo DRS, please visit our website at www.leonardodrs.com


Nearest Major Market: Davenport
Nearest Secondary Market: Moline