IM​/IT Technician

Overview

IM/IT Technician

Location:

Clovis, NM (Cannon AFB)
Type:
Full Time

Minimum Experience:

Experienced
Security Clearance Level: Ability to pass a background check
Military Veterans and individuals with disabilities are encouraged to apply! The Green Technology Group, LLC (TGTG) is seeking a talented & experienced Information Management/Information Technology Technician

• Role Overview: The Information Management/Information Technology Technician will provide customer support to customers in a timely manner.

• Responsibilities:
  • Management, maintenance and installation of workstations, printers, fax machines, communication devices, handheld devices, scanners, CD write writers and other peripherals.
  • Determine proper configuration of systems as to software and hardware composition and setup.
  • Ensure technicians have the skills and knowledge to work with the latest office automation software and network operating systems (i.e. Windows 10, Windows SharePoint, and Office Suite).
  • Any desktop, peripheral or component moved, delivered or installed into service by Contractor shall be fully functional. If replacing a desktop, peripheral or component, replacement inventory must be equivalent or of better performance. If the customer has data files, documents, or other files on the defective desktop hardware, Contractor shall ensure that such files (when not damaged) are transferred to the replacement computer.
    
    Contractor shall deliver/set-up external peripheral devices. These peripherals may or may not require set-up. Examples include monitors, printers, glare guards, barcode readers, etc.
  • Monitor, troubleshoot, and resolve all operational and software problems associated with network and stand-alone printers.
  • Complete service requests associated with the desktop. These service requests shall come in the form of a Trouble Ticket Tracking Systems trouble call and include but are not limited to, hardware upgrades, local software installs, printer, scanner, and other peripheral installs, etc.
  • Enter, update and complete assignment information on all trouble calls into Trouble Ticket Tracking system for workload tracking.
  • Assignment info tab must be completed when a trouble call is reassigned to another work center and when a second PC maintenance technician assists with the trouble call.
  • They shall complete the "total time to complete" field for each trouble call. Contractor shall thoroughly document all work they perform in the appropriate designated Trouble Ticket Tracking Software.
  • The contractor shall resolve service requests as assigned in the service ticket system within two business days. If a service request cannot be resolved in two business days, the contractor will notify the MIS team leadership immediately for resolution or escalation.
  • The closure note must clearly explain why the trouble call took longer than an hour to complete. Contractor shall update the trouble call record after each new status.
  • Assign all trouble calls in the ticket tracking system software requiring the replacement of parts for desktops, printers and other peripherals to Asset Management. Acquisitions will procure the parts either through an existing warranty or open market purchase.
  • Answer and triage customer assistance requests per month on information technology and communications issues. Provide quick solutions for user problems at this level, if possible. This assistance can be over phone or in person at either the customer’s work center or in Medical Systems. Otherwise, forward to the appropriate Systems work center via designated tracking system with priority determined by current operating procedures.
  • Replace tapes for backup/restore procedures and monitor various server room and communication closets. Enter all operations problems and system downtimes into appropriate logs.
  • Create, accept, enter, modify and delete customer accounts on various computer systems to include the Medical Joint Active Directory (MJAD). Instruct customers on the proper way to fill out account requests and verify that all required information is on the request (i.e. Security Groups/Distro List). Inform customers of…