Telecommunications Infrastructure Helpdesk Support Specialist

 his position supports the full spectrum of customer-facing technical support for an IT infrastructure environment that spans telecommunications, networking, and PC-based/LAN/WAN systems. The role includes managing the relocation of individuals across buildings, requiring a strong understanding of telecommunications infrastructure, networking, and basic BICSI standards. Ideal candidates will be able to install, troubleshoot, and maintain infrastructure components while supporting workstation hardware/software and customer network connectivity. 

• Telecommunications and Infrastructure Support
  
  • Plan, install, and troubleshoot telecommunications infrastructure systems (e.g., cabling, patch panels, networking devices).
  • Assist with the relocation of IT systems and personnel, ensuring seamless telecommunications and network connectivity.
  • Test and validate infrastructure components before deployment in coordination with building moves.
  • Perform BICSI-compliant infrastructure installation and adhere to industry standards.

• Network and Systems Support
  
  • Troubleshoot and resolve network connectivity issues across LAN/WAN environments.
  • Install, configure, and troubleshoot workstation hardware and software (Windows, Mac, AWS).
  • Manage user authentication systems such as Windows Active Directory and MFA.
  • Administer and support videoconferencing applications (e.g., Teams).
  • Deploy, image, and replace devices during lifecycle refreshes.

• Helpdesk and Asset Management
  
  • Manage the helpdesk queue, ensuring timely routing and resolution of tickets.
  • Provide support for end-user devices, accounts, applications, and peripherals (printers, mobility devices, etc.).
  • Maintain inventory control for IT assets and ensure proper documentation with property management systems.
  • Support asset tracking using tools such as ServiceNow.

• Collaboration and Projects
  
  • Participate in infrastructure-focused projects, such as building relocations and hardware upgrades.
  • Collaborate with other technical teams to address large-scale technical and infrastructure issues.

Skills & Abilities

• Ability to independently troubleshoot network and infrastructure issues.
• Strong organizational skills to prioritize and resolve helpdesk tickets effectively.
• Experience working with telecommunications infrastructure (e.g., structured cabling, networking devices).
• Knowledge of common IT tools, such as Active Directory, ServiceNow, and Microsoft 365.
• Demonstrated flexibility to adapt to changing project requirements and deadlines.
• Excellent customer service and communication skills.
• Ability to lift up to 50 lbs (23 Kg).

Education & Experience

• 1+ years of relevant IT support experience.
• Experience with telecommunications infrastructure installation, Windows-based systems, and hardware troubleshooting.

Certifications

• Required:
  • BICSI Level 1 Certification (or higher)
  • CompTIA Security+ (Sec+)
• Waiver Option: BICSI certification may be waived for candidates with 5+ years of relevant experience.
• Preferred: CompTIA Network+

Clearance

• Secret Clearance (Interim Secret or Final Secret acceptable).
• Must meet DoD 8140/8570 compliance.

This role is essential for maintaining telecommunications and IT infrastructure integrity during building moves while supporting end-user systems and networks.