Help Desk Technician

Duties of the Systems Help Desk Technician are as follows:

• Provide corrective action and diagnose problems through phone electronic communication and inperson support.
• Provides technical support to end users on a variety computer software printer web and mobile device related issues.
• Identify research and resolves technical problems. Respond to telephone calls email and personnel requests for technical support.
• Document track and monitor problems to ensure a timely resolution though the DHA approved ticketing system.
• Provide Tier II support to end users for either Personal Computer (PC) server or applications and hardware.
• Interact with network services software systems engineering and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce current and future user problems.
• Interact with the DHA ServiceNow & AFNET Remedy Trouble Ticketing system to documents issues and resolutions.
• Provide support for Video Teleconferencing program.
• Maintain/troubleshoot Network Connectivity issues.
• Support DHA Global Service Center with installing maintaining and securing clinical workstations with the DHA Standard Desktop Image. Install and configure PCbased medical application client software.
• Perform basic PC hardware troubleshooting.
• Support Refresh of IT/Medical IT Asset Hardware by deploying new computer equipment to MTF staff.
• Provide support in installation of clinical end user devices network devices and peripheral devices.
• Assist Tier III teams with installing medical applications and servers.
• Assist Tier III teams with troubleshooting and resolving problems with MTF Infrastructure IT Shared Services and medical applications/servers.
• Provide support in maintenance of business continuity and disaster recovery program. Provide support in LAN/WAN/PC/Serverrelated security program.
• Support MTF with Video Teleconferencing program.
• Manage functional application of an automated call distribution system.
• Maintain library of current scripts software media and licenses.
• Provide support in installation of clinical end user devices servers network devices and peripheral devices.
• Provide support in network upgrade and expansion as needed.
• Interface with base communications squadron personnel as needed. Perform the following Information System Security functions for the MTF network IT Shared Services and MTFhosted medical applications/servers:
  • Assist Tier III teams in applying software updates security patches and DISA STIGs
  • Assist Tier III teams with mitigating vulnerabilities.
• Complete and maintain currency of 6 MDG required training.

Qualifications

25 years of experience in following:

• Technical support to end users on a variety computer software printer web and mobile device related issues.
• Support to end users for either Personal Computer (PC) server or applications and hardware
• One of ticketing system experience: ServiceNow AFNET Remedy Trouble Ticketing system
• PC hardware troubleshooting
• Network Connectivity issues