PC Desktop​/Service Desk SupportTechnician – Secret – 2nd Shift

IT Technicians, We Want You!

The Northrop Grumman Classified Solutions team is seeking an experienced Desktop & Service Desk Technician to join its dynamic team of technical professionals. The qualified applicant will become part of Northrop Grumman’s Aeronautics Systems support team in Melbourne, FL. This is a 2nd shift schedule position (Monday‑Thursday from 2:00 PM local time to 12:00 AM local time). Due to the classified nature of the work, this position does not offer any virtual or telecommute working options;

the selected individual will work on‑site at the Melbourne, FL location.

RELOCATION ASSISTANCE:
No relocation assistance available.
CLEARANCE TYPE:
Secret.
TRAVEL:
Yes, 10% of the time.

• Provides technical support for computers and associated networks.
• Installs, troubleshoots, services, and repairs personal computers, related PC software, telephones, cables, and connectors.
• Connects personal computers and terminals to existing data networks.
• Performs basic PC setups.
• Instructs and assists users in the use of personal computers and networks.
• Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases.
• Maintains trouble logs.
• Completes paperwork and other tasks needed to satisfy security requirements.
• Successfully follows all security regulations, guidelines, and processes regarding the installation, maintenance, and retirement of PCs and PC‑related hardware and software.
• Works with security to remediate classified or unclassified data spillage incidents.
• Coordinates with users, service desk, server administrators, network engineers, and customer and IT management.
• Reviews the trouble ticket queue to identify issues that need to be addressed.
• Works through the ticket queue without intervening management direction (self‑motivated).
• Resolves tickets within established SLAs.
• Raises issues that require management attention or involvement.
• Establishes and maintains high levels of customer satisfaction according to defined objectives while adhering to established policies.
• Works with system administrators and other staff to resolve support issues, escalating where appropriate.
• Participates in new installations, testing, and special projects as needed.
• May spend portions of the day away from the desk when supporting users and moving equipment.
• Exhibits good communication skills, an energetic approach, and patience with customers.
• Possesses a technical understanding of Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) operations, including Service Desk, Desktop, Network, Telecommunications, Data Center, Application Support, Service Level Management, and other areas of IT operations.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
• Routes calls to product line specialists.
• Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.
• Lift equipment weighing up to 50 pounds.
• Work various shifts, after hours, or weekends as needed.

• High School diploma (or equivalent) and 2 years of relevant experience; OR an Associate’s degree and 0 years of relevant experience.
• Must have a Security+ certification (or greater).
• Candidates must have a current DOD Secret level security clearance (at a minimum).
• Candidates must have the ability to obtain, and maintain, access to Special Programs as a condition of employment.
• Experience in Microsoft Windows Desktop Operating Systems, Microsoft Office Product Suites, and remote deployment methods.

• High School diploma (or equivalent) and 4 years of relevant experience; OR an Associate’s degree and 2 years of relevant experience.
• Must have a Security+ certification (or greater).
• Candidates must have a current DOD Secret level security clearance (at a minimum).
• Candidates must have the ability to obtain, and maintain, access…