IT Help Desk Support

The Key Personnel titles will be IT Helpdesk Specialist/Customer Support Technician supporting approximately 500 trouble tickets/mos among approximately 5000 users using approximately 4200 end user devices.
Professionally take calls using the MID Help Desk phone. Act the first responder for the command in all IT Medical and Dental specific trouble shooting.
Receive trouble tickets via DHA trouble ticketing system (DHA SERVICENOW) and via email and proceed with resolution or assign the trouble tickets/calls to the Government Services (GS) IT technicians as appropriate. (3 hours)
Successfully resolve an average of over 500 trouble call tickets per month with 510% escalated to DHA Global Service Center GSC Tier 3 support.
Immediately inform system administrator in the event of a wide network failure and check on the status. (Inform all concerned within 1 hour)
Inform all of the clinics and command of the failure and progress in restoring IT services
Resolve computer related problems to all command users covering dental and medical clinics.
Manage DHA User System Authorization Access Request (SAAR) user account requests and Marine side SAAR user account requests which include creating moving and disabling these accounts as well as updating records and keeping the completed user SAARs on file.
Create move or reactivate disable user accounts.
Assist with the Defense Reutilization and Marketing Office (DRMO) in the proper disposal and documentation of all government IT assets.
Resolve user desktop and application issues via phone or using MS Teams collaboration tool (at least 20 per day)
Install and configure commercial off the shelf (COT) and government off the shelf (GOT) software including Java Flash DMLSS and NAVFIT.
Assist in the quarterly and annual inventory of all MID computer and peripheral equipment ensuring the accountability of all equipment for the command and its outlying clinics.
Configure Personal Computers (PC) for end users and assist in the deployment and installation of PCs monitors and printers.

The minimum experience requirements in this category include: good work ethic good skills in reading writing and spoken English; effective listening and communication skills analytical skills with patience in IT troubleshooting with nontechnical healthcare users; and the following minimum qualification:
2 years of significant experience supporting an automation effort in a helpdesk and troubleshooting capacity;
In depth knowledge and 2 years handson experience with Microsoft Windows 10/11; MS Office:
1 year experience providing IT related training;
Experience and strong troubleshooting skills for desktop/laptop configurations TCP/IP network connectivity and Windows desktop operating systems;
Good work ethic demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone email and MS Teams collaboration tool; and
Any additional handson desktop and/or Help Desk support experience