Information Technology Support

MINIMUM QUALIFICATIONS

Education:

High School Diploma or Equivalent.

Training and Experience:

A minimum of 3 to 5 years of experience with installing and upgrading network infrastructure, software, security patches, and equipment via the use of management tools, i.e., Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM) and Active Directory Users and Computers (ADUC). Must be compliant with Department of Defense (DoD) Directive 8410 "Information Assurance Training (IAT), Certification, and Workforce Management,"

Computer Skills:

IAT Level II requirements to obtain privileged network access.

Security Clearance:

Must possess and maintain a Secret security clearance.

DUTIES AND RESPONSIBILITIES

• Full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request.
• Assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process.
• Support projects associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.
• Follow-up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction.
• Work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to 101 ACOMS management and the COR no later than seven days of the event or issue.
• Establish and maintain data in the 101 ACOMS error tracking database daily; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.
• Engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users.
• Ensure 100% non-IT requests are properly routed to appropriate support organizations.
• Support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements.
• Account sponsorship to initiate new user documentation, training, access, and orientation processes.
• Review user paperwork to 100% accuracy and submit to 101 ACOMS CFP for creation within 48 hours of initiation of new user documentation.
• Provide a full range of hands-on IT-related support functions.
• Responsible for on-site support of computing devices (desktops, laptops, printers, etc.) and associated software.
• Configure, install, and troubleshoot approved laptops, desktops, printers, network- connected copiers, scanners, and other office IT equipment.
• Configure, install, and troubleshoot approved software elements including the operating system (OS). IAW government regulations.
• Maintain and upgrade software elements, including the OS. IAW government regulations.
• Troubleshoot software and hardware issues.
• Troubleshoot configuration problems.
• Assist users with application usage questions and concerns.
• Escalate hardware repair/replacement issues to 101 ACOMS representatives within 12 hours, if applicable.
• Report to the 101 ACOMS representative weekly, as specified by the government, on all performance expectations.
• Maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations.
• Capability to interact with Senior Leadership (Colonel/Civilian Equivalent - Lieutenant General)
• Meet these performance expectations:

• Route and/or assign trouble tickets within 2 hours the next business day.
• Complete assigned incident tickets no later than 15 days after creation.
• Escalate, within 24 hours, all tickets that will breach 15 days from creation.
• Ensure no more than 15% of all incident tickets in the backlog are more than 30 days old unless coordinated and approved by the Government.
• Able to resolve 75% of issues during the initial engagement with users.
• Follow-up with users within 72 hours of issue closure.

• Perform other incidental or administrative duties as required and assigned.