Communications Support​/Computer Technician

SUMMARY

Provides telephone and in-person technical support to U.S. Army Medical Research Institute of Chemical Defense (MRICD) employees regarding technical aspects of assigned products.

• Provides communications support including telephone installs, punch-down blocks, provisioning of analog and digital phone lines, emergency radios and Secure Voice Over IP (VoIP) telephones.
• Submits Line of Service Request (LSR) for telephone repairs and changes.
• Performs special projects such as network enabling KIOSK monitors, wireless, SIPR crypto infrastructure reconfiguration. Maintains and ensures operation of emergency radios.
• Answers specific questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to senior level contract support team members.
• Uses problem management database and help desk system.
• Diagnoses, troubleshoots, maintains, and repairs unclassified and classified systems, network issues, iPhones and other devices.
• Installs, troubleshoots, repairs, and instructs users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc.
• Performs password resets and system configurations.
• Identifies responsible group for problem resolution and escalation when necessary.
• Responsible for testing and troubleshooting issues with existing and new phone lines.
• Maintains regular and punctual attendance.
• Performs other duties as assigned.

None.

• Baseline certification as stipulated in DoD 8570.01 Information Assurance Technician (IAT) Level I.
• (A+ CE, CCNA-Security, CND, Network+ CE, SSCP) or have one of the following certifications (A+, NET+, GSEC, Security+ CE, SSCP, CCNA-Sec, CISSP, CISA, CASP, GCIH, GSEC, or GCED)
• Knowledge of hardware and/or software products required.
• Must be able to obtain and maintain a Secret security clearance (generally, U.S. Citizenship required).
• Must obtain and maintain any necessary security access and/or background checks.

• Three plus (3+) years of experience as a Helpdesk Specialist preferred.
• Familiarity with the functionality of the UPS, network equipment and environment, break-fixes with spare parts replacement, cable patching and expansion, fiber install coordination.
• Familiarity with Microsoft Office products, internet and browser usage, email products (Microsoft Outlook preferred), basic operating system/networking/hardware troubleshooting, call center ticketing system (Remedy or similar applications), and SharePoint.
• Strong communications skills and ability to communicate technical issues effectively.
• Capableofproviding PC software and hardware troubleshooting.
• Ability to install telephones, punch-down blocks, and provision analog and digital phone lines, emergency radios, and Secure Voice Over IP (VoIP) telephones.

Full-time. May be required to work additional hours as needed to complete assignment or project.

None.

None.

Work is performed primarily indoors at a well-lit 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 fast-paced environment requiring quick thinking and rapid judgments. The employee will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

Position consists of sitting for long periods of time, using hands/ fingers, handling, reaching with hands and arms, speaking, or translating. Periods…