Overview:
Delaware Nation Industries is dedicated to providing comprehensive support to the U.S. Air Force at Hill Air Force Base, UT. Our Helpdesk Specialists are essential in ensuring the efficient operation of IT systems that support various research programs and initiatives within the organization.
Responsibilities:
- Resolve and satisfy communications and IT issues and requirements to include support for all base users and/or devices.
- Respond to all customer calls and tickets for support with the objective of resolving 75% or more of the calls/tickets on first contact.
- Respond to NIPR and SIPR customer support requests in a professional and courteous manner.
- Create tickets (incident and/or work orders) for NIPR and SIPR issues received via telephone, web portal, and/or email and document tickets in detail through the Automated Information System (AIS).
- Use Government provided remote-support software tools to access customer end devices to resolve and/or complete customer tickets.
- Participate in the development, administration, and maintenance of a knowledge database work management support tool by writing and verifying knowledge articles, as required.
- Analyze and determine software and/or hardware configurations.
- Identify trends, create mater tickets for outages, and ensure the Communications Focal Point (CFP) has situational awareness.
- Other duties assigned by supervisor/manager or the contract.
Requirements
- 2+ years of relevant experience in IT support or helpdesk roles.
- Active Security clearance (Secret or higher).
- Possession of a current Security+ certification (or 8570 equivalent).
Benefits
Benefits Include:
- Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
- Matching 401K
- Short- and Long-Term Disability
- Pet Insurance
- Professional Development/Education Reimbursement
- Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Skills Required
- 2+ years of relevant experience in IT support or helpdesk roles
- Active Security clearance (Secret or higher)
- Possession of a current Security+ certification (or 8570 equivalent)
What We Do
DNI (Delaware Nation Industries) is the parent organization for all Information Technology focused businesses owned by the Delaware Nation. Founded in 2014 DNI was created to support the rapid growth of the tribe’s first 8(a) technology firm, Indigenous Technologies, LLC. In 2011 Indigenous Technologies began several teaming partnerships with CSI, LLC. and was awarded 4 prime contracts with federal customers as a result of this arrangement. This partnership continued through the Fall of 2014 when DNI purchased CSI adding its capabilities and past performance to the growing Tribal IT Services division. As a result of this strategic acquisition by the Delaware Nation, CSI became the second Tribally owned technology focused LLC in the Delaware Nation portfolio. The third company under DNI operations is CreativeIT, LLC. CreativeIT is being built with an eye to the future and is focused on developing core competencies which supplement the strong capabilities of its sister organizations. DNI continues to build a strong team of companies, providing an all-inclusive suite of Information Technology services and capabilities to our clients.
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