- Use the Helpdesk and the Enterprise Service Desk systems to create, modify, track, update, and resolve new or assigned customer support request service tickets.
- Respond/acknowledge service ticket within 24 hours for touch labor support, with a resolution within 48 to 72 hours from receipt of the incident/call.
- Respond within 2 hours for priority users (Colonels and above, Chief Warrant Officer 5, Sergeants Major and above, and GS-15 and above) and classrooms during normal duty hours.
- Provide in-depth reporting and rationale to the Government COR if these timeframes cannot be achieved.
- Install and maintain Microsoft Windows desktop, laptop and tablet operating systems and local/standard client application software to current Army configuration, service pack, patch, and security fix and virus definition standards.
- Submit requests to establish new, maintain, delete, and troubleshoot Active Directory client accounts/client systems.
- Troubleshoot and resolve user/client standard application/configuration problems via telephone assistance, remote control, and at user locations.
- Coordinate standard system image configuration changes with SCCM technicians.
- Perform troubleshooting to resolve desktop baseline and mission-specific applications and E-Mail problems.
- Provide network registration of client equipment into the current installation software/asset management application.
- Provide guidance to desktop services technicians, assigned users, and peers.
- Provide clearly and concisely communicated correct information in response to telephone assistance calls, user requests, technical questions, or when attending meetings as a technical representative, to technical and non- technical users at all levels of the command.
- Monitor the availability and functionality of networks and systems and detect and report problems.
- Install, configure, and maintain desktop COTS, GOTS authorized client applications, and standard Army application systems.
- Assist System Administrators with testing of local client applications and security patches.
- Create/update documentation for conventional technical processes.
- Assist System Administrators in installing/testing of system software or network hardware configurations, and coordinate the documentation of all client hardware and software changes, including generating and modifying procedures for the SOP/User’s Guide.
- Provide information and assistance to customers on using installed systems, and participate on teams responsible for implementing major systems changes and deploying operating system images.
- Assist in the preparation of technical documentation and configuration change requests.
- Participate in testing and installing systems modifications and upgrades.
- Provide support in a manner that minimizes interruptions in customers’ ability to carry out critical business activities.
- Perform detail documentation and technical analysis of system changes for new and operational systems, to determine if the load/special instructions, ADP logic, operator/user run documentation, restart procedures, scheduling information, and Continuity of Operations are IAW design specifications.
- Identify user and developer needs, resolve critical problems through meetings and conferences or one-on-one problems solving sessions, and produce appropriate documentation.
- Develop criteria, methods, techniques, and procedures to address a variety of unusual problems, tasks, or assignments.
- Conduct analysis of functional requirements, change proposals, and current software/system/database/LAN solutions to determine feasibility and provide input to perform site analysis for environment impact, setup, and control and network communication availability; may include footprint and electrical power requirements, temperature control, inventory, hardware, power/network configurations, Preventive Maintenance of the site configuration, hardware and communications agreements, communication networks, and modeling of new applications or modifications of existing systems and applications.
Qualifications:
- Candidate must hold a relevant Computing Environment certification (CompTIA A+, Network+, or Security+).
- Candidate must possess a favorable background check and be capable of obtaining a Common Access Card (CAC).
Candidate must be physically fit and able to perform duties requiring moderate lifting (not to exceed 45 lbs.), long periods of standing, sitting or walking, and inclement weather conditions on occasion