Tier II Desktop Systems Support
Tier II Desktop Systems Support
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Job Description
SUMMARY
Provide technical support to U.S. Army Institute of Surgical Research (USAISR) employees regarding technical aspects of assigned products to include networks and servers.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Install computer hardware and software to ensure user is fully functional and operational without errors and preserve users data to be transferred to the new PCs.
- Resolve Helpdesk ticket requests. Requests may require resolution across multiple operating systems such as Windows Linux UNIX and Mac.
- Install troubleshoot repair and instruct users in personal and network computers as well asperipherals such as printers scanners smart card readers etc.
- Provide PC software and hardware troubleshooting.
- Diagnose troubleshoot maintain and repair unclassified systems network issues and other devices.
- Perform password resets.
- Identify responsible group for problem resolution and escalate when necessary.
- Perform physical configuration maintenance repair and/or upgrade of desktop computer and peripheralhardware firmware and specialty software configurations.
- Ensure all pertinent software patches and fixes are implemented on desktop systems and peripherals at time of release to end user.
- Monitor and receive escalated service calls from Tier I Enterprise Service Desk and work with users to resolve them. Document all tasks performed during resolution in the Work Information area of the Remedy incident ticket system.
- Physically support and coordinate special needs systems such as Video/Audio Teleconferencing data acquisition and devices isolated from the Global Information Grid (GIG).
- Enforce system access operation maintenance and disposition requirements.
- Maintain regular and punctual attendance.
- Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
None.
Requirements
MINIMUM QUALIFICATIONS
- Baseline certification as stipulated in DoD 8570.01 M IAT Level II (CompTIA Security or equivalent).
- Baseline certification as stipulated IAT Level III DoD 8570.01M Computing Environment Certified (Microsoft 365 Certified: Modern Desktop Administrator Associate).
- Must be experienced in the following technical areas: Microsoft Office products internet and browser usage email products (Microsoft Outlook) basic operating system/networking/hardware troubleshooting call center ticketing system (Remedy or similar applications) and SharePoint Microsoft SCCM 2012 Dameware McAfee antivirus active directory management electronic messaging through Defense Information Systems Agency virtual private network application thin client solutions and a wide variety of commercial off the shelf (COTS) and Government off the Shelf (GOTS) software.
- A favorable adjudicated Tier 1 Investigation (T1) via the Contracting Officers Representative (COR) is required.
- Ability to obtain and maintain a valid Secret Security Clearance (U.S. Citizenship required).
- Must obtain and maintain any necessary security access and/or background checks.
DESIRED QUALIFICATIONS & SKILLS
- Three (3) years of experience as a Helpdesk Specialist in multiserver environments customer service experience or equivalent training and experience preferred.
- Strong communications skills and ability to communicate technical issues effectively.
WORK SCHEDULE
Fulltime. May be required to work additional hours as needed to complete assignment or project.
TRAVEL
None.
DRIVING REQUIREMENTS
None.
WORK ENVIRONMENT
Work is performed primarily indoors at a welllit office or server room environment. The environment is normally air conditioned but conditions may change depending upon circumstances. Work may need to be performed in a fastpaced environment requiring quick thinking and rapid judgments. The employee will be exposed to a wide variety of clients in differing functions personalities and abilities.
PHYSICAL DEMANDS
Position consists of sitting for long periods of time using hands/fingers handling reaching with hands and arms speaking or translating. Periods of walking standing bending kneeling stooping crouching and lifting equipment weighing up to 20 pounds. Moderate to extended periods of office work with heavy periods of computer usage. It is Katmais business philosophy and practices to provide reasonable accommodations according to applicable state and federal laws to all qualified individuals with physical or mental disabilities.
COMPENSATION & BENEFITS PACKAGE
- Pay range: $80000to $86000per year.
- Eligible Benefits: Medical Dental Vision Life & AD&D Insurance LongTerm & ShortTerm Disability Insurance 401(k) Savings Plan Employee Assistance Program (EAP) Paid Time Off (PTO) 11 Paid Federal Holidays and Leave of Absence.
Compliance:
To be considered for this position all applicants must apply on the company website are a VEVRAA Federal Contractor
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age race colorreligion sex sexual orientation gender identity or national origin disability status protected veteran status marital status familial status or any other characteristic protected by law. Preference will be given to Ouzinkie Shareholders Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e 2(i).
Employment Type
Full-Time
