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Help Desk Specialist (Tier 2)

Pittsburgh, Pennsylvania
Job Type
20 Jul 2022
Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients.

Our employees have voted us as a 'Best Place to Work' 5 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing!

What You'll Do at IronArch Technology

IronArch Technology is seeking a Help Desk Specialist (Tier 2) to join our team in Pittsburgh, PA. (Secret Clearance Required)

The Help Desk Specialist will perform technical, operational, and training support (Tier 2) to users and technical teams, for PC desktop hardware, output devices, and software packages to support our Army Corps of Engineers - Revolutionary Information Technology Services (RITS) program. The RITS program provides modern and secure enterprise-wide IT support services to approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).

Responsibilities will include:
  • Install and test output devices, PC's, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs.
  • Troubleshoot output devices, PC's, and peripheral incidents, performs hardware and software diagnostics, coordinates needed repairs, resolves output device system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
  • Ensuring printer firmware and CAC software are in compliance, and work instructions are current.

  • AA/AS degree from an accredited college in a related discipline, or equivalent experience/combined education
  • 4+ years of professional, applicable experience
  • Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications)
  • Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment
  • May need to travel
  • Normal work hours are Monday through Friday; 8 hour shift between 6AM and 6PM local time. After hours support may be required on an infrequent basis
  • Prior experience in the maintenance and repair of printers manufactured by HP, Ricoh, Xerox, and Lexmark. Experience should include the use of vendor proprietary configuration tools, monitoring tools, and coordinating third party warranty repairs
  • Experience installing and configuring firmware, and CAC authentication software on printer devices
  • Experience supporting Windows 10, and MS Office 2013
  • Experience using Remedy or a similar ticketing system
  • Strong analytical and follow through skills
  • Strong verbal and written communications skills
  • Demonstrated experience writing process documentation
  • Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
  • Ability to work well independently on defined tasks
  • Ability to work well as part of a team
  • Secret Clearance required prior to start
Preferred qualifications:
  • Prior USACE/ACE-IT experience
  • Experience working in a DoD environment
  • Experience supporting Office 365
  • Knowledge of PowerShell scripting a plus
  • Experience using SharePoint to organize and store documents
  • Army MOS 25B experience desired
COVID-19 Policy
  • IronArch Technology does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Why IronArch Technology?
  • Awarded Best Place to Work 5 times!
  • Competitive compensation and market-leading bonus opportunities
  • Medical, dental and vision benefits where a significant portion of the premium is subsidized by IronArch
  • Company-provided healthcare concierge assistance to help explain your coverage in plain language; help you find, choose, and schedule quality care; and address billing, benefit, or claims concerns, potentially saving hours of your time
  • 401(k) retirement plan where the company contributes dollar for dollar up to 3 percent, and 50 cents on the dollar for the 4th and 5th percent with immediate entry and immediate vesting
  • 20 days of PTO accumulated per calendar year
  • 11 paid holidays
  • Bereavement, jury duty, parental (maternity/paternity/adoption), and military leaves
  • Sabbatical programs
  • Company-paid short- and long-term disability
  • Company-paid life insurance
  • Voluntary life, accidental and indemnity income replacement benefits
  • Professional development reimbursement
  • Health club reimbursement
  • Pet insurance
  • And more!
Apply today to learn why IronArch Technology has been awarded "Best Place to Work" for the last 5 years!

IronArch Technology is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.
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  • Job Reference: 663021889-2
  • Date Posted: 20 July 2022
  • Recruiter: IronArch Technology
  • Location: Pittsburgh, Pennsylvania
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent