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Falcon IT is currently seeking a Help Desk Technician for a long-term contract at Dugway Proving Ground, UT . This is a full-time position supporting the United States Army .
**Qualified candidates must possess a *current* Secret Clearance and possess their Sec+ Certification (or other acceptable 8570 Baseline Certification) **
The successful candidate shall provide Tier II, III technical support to clients via email, phone, and/or other remote and onsite methods to resolve hardware, software, and IT issues on all DPG NIPRNET IT systems. As well as providing remote and on-site end-user assistance at the workstation or docking stations, and perform troubleshooting and repair services for all hardware and software issues, movement of and re-installation of IT assets during personnel moves, changes and deletions to deployed IT assets, MFDs, printers, scanners, and other computer peripherals. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. This layer of support is for the complex issues not resolved at the AESD Tier I level. Apply diagnostic techniques to identify and fix problems, investigate causes, and recommend solutions to include but not limited to more complex network, hardware, software, account, and e-mail issues.
Responsibilities and duties:
Perform all Server and System Administration tasks as required based on the most current version of the C4IM service list. The C4IM Catalog gets updated approximately once per year.
Provide on-site and remote desktop/laptop Tier II & III IT support; assisting DPG users with all IT issues ranging from related to Windows OS, Microsoft office products, desktops/laptop /workstation/printer hardware and applications.
Maintain an up-to-date electronic frequently asked questions (FAQ), SOP, TTP list that provides step-by-step instructions for routine issues such as e.g. Imaging, Installing an MFD, printer or scanner, sharing a printer, installing Software, opening a Word document, etc. Provide all FAQ's, SOP's, TTP's produced to meet this requirement to the COR and Enterprise Services Chief quarterly.
Provide technical support and STIG implementation for MFDs, printers, scanners, and other computer peripherals.
Document all issues encountered during a service call and all attempts to resolve them in the Remedy database for historical tracking and reference.
Install, configure, troubleshoot and maintain end-user equipment and software, such as computers, printers, peripherals, etc.
Provide troubleshooting assistance and provisioning for NEC cellphones, to include requests for enterprise email setup. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to include but not limited to network, hardware, software, account, and e-mail basic issues.
Deploy Government-provided interoperable and integrated standard common user office automation desktop software as approved for use.
Provide on-site desktop, software, and peripheral support for NIPRNET customers; priority support (as defined in the C4IM service catalog) for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate Government management personnel.
As required, receive incoming calls, voicemails, e-mails, and walk-ins during normal duty hours for IT support and prepare a Remedy service request trouble ticket using Remedy ITSM Service Desk.
Install Army/DPG authorized software packages on new computers and other computers upon request or as required to provide updates or IAVA patches.
Ensure installed software has proper documentation/licensing. Perform maintenance on computers, printers and other ADP equipment not under warranty including, but not limited to an assessment of the problem, and replacement of hard drives and other available components.
Resolve desktop problems via Remote Control; add/delete accounts and reset passwords as needed; perform IAVA remediation.
Install, configure, troubleshoot, relocate, and repair desktops, MFDs, and printers. To include STIG compliance and RMF compliance of printers and MFDs.
Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
Troubleshoot WIFI and GFE provided broadband devices and VPN connectivity.
Utilize network monitoring tools to monitor and proactively respond or alert appropriate support personnel.
Submit daily systems reports and contact the next level of support to escalate unresolved problems.
Answer help desk calls and utilized automated incident tracking systems to record work orders. Provide technical customer support.
Configure, diagnose, re-image, reload, utilize troubleshoot and repair all MS Windows-based laptops and desktops loaded with Windows OS and all associated peripheral devices.
Configure, diagnose, reload, utilize troubleshoot and repair all MS Windows Office 2013 applications with a good understanding of Outlook and related components.
Configure, diagnose, reload, utilize troubleshoot and repair all NECS products such as DCS Defense Collaboration Services.
Provides complex technical support. Documents client interactions, including details of inquiries, complaints, comments, and actions taken.
Configure, diagnose, reload, utilize troubleshoot and repair all instant messaging applications, WI-FI, and wireless services.
Utilize Active Directory tools to manage and create objects in MS Server. Utilize remote tools to connect to remote desktops. Applications include SCCM, MS PowerShell, SolarWinds and Dameware.
Perform imaging on new Life Cycle Replacement (LCR) and transferred computers and re-imaging existing computers if required to resolve trouble, re-imaging of computers to solve troubles should be a last resort and not the 'go-to' fix within four (4) business days from receipt of work request.
Ensure installed software has proper documentation/licensing prior to installation onto customer workstation by checking the NEC software tracking list. After installation software list should be updated with computer name, user and license information.
Perform maintenance on computers, printers and other Automatic Data Processing (ADP) equipment not under warranty including, but not limited to assessment of the problem, and replacement of hard drives and other available components. Completed within four working days from receipt of work request or required parts for replacement.
Remove hard drives from devices to be turned-in and provide hard drives to hand-receipt holder for proper disposal. Must ensure there is a hardware disposition form for all turn-in and paperwork must be kept in an organized file for the life of the contract. Shall be completed within four (4) working days from receipt of work request.
This equates to a total of approximately 5760 man-hours required per year historically.
Historically completed approximately 2880 Remedy tickets per calendar year.
3.2.2. Help Desk Technician position requirements:
Minimum 3 years experience with Microsoft Operating Systems, SCCM Management Console, Microsoft Office applications (e.g. Win10, Microsoft Office Professional), printers, scanners, MFDs and other common desktop applications such as Adobe Acrobat, Tumbleweed, etc.; ability to quickly learn unique GOTS applications.
Customer service skills; project a positive image and professional manner always; ability to work within the confines of a set time schedule.
Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.
Personnel shall be knowledgeable and experienced in Windows Operating Systems, servers and client, Windows application software to include the Microsoft Office suite, Microsoft Exchange/Outlook, Microsoft Internet Explorer, Firefox and Chrome.
Must have appropriate/required certifications and clearances, as outlined in DoD Approved 8570 Baseline Certifications and Table 2 Information Technology Access and IA Certification Requirements prior to assignment to this contract.
Active Microsoft Certified Solutions Associate (MCSA) Windows 10 - At contract start date.
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