Help Desk Technician

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Regular Full-Time Fort Gregg-Adams, VA, US

Ciqima
Federal Services, LLC is seeking an
IT Help Desk Technician for our location at Fort Gregg
- Adams ,VA
. The Help Desk Technician plays a key role in the management and upkeep of information technology (IT) equipment and systems at Fort Gregg-Adams’ Kenner Army Health Clinic. As part of a larger support team, the Help Desk Technician will work directly with Military Health System customers and IT end users to diagnose, troubleshoot, and correct issues with hardware, software, networks, and applications.

CLIENT: Military Health Systems (MHS) / Defense Health Agency (DHA) – Kenner Army Health Clinic Chief Information Officer (CIO)

• Provide corrective action and diagnose problems through phone, electronic communication and in-person support.
• Provide technical support to end users on a variety of computer, software, printer, web, and mobile device related issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor problems to ensure a timely resolution through the DHA approved ticketing system.
• Provide 1-2 tier 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 recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce current and future user problems.
• Interact with the Trouble Ticketing system to document 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 Standard Desktop Configuration (SDC) and DHA Standard Desktop Image.
• Install and configure PC-based medical application client software.
• Perform basic PC hardware troubleshooting.
• Support Refresh of PC Hardware by deploying new computer equipment to KAHC staff.
• Work with centralized Contractor Tier III reach back staff for problems above local ability.
• Provide support in installation of clinical end user devices, servers, network devices, and peripheral devices.
• Perform physical installation and initial configuration of KAHC routers and switches as well as IT Shared Services Hosting Environment equipment.
• Assist regional Tier III teams with installing medical applications and servers.
• Assist regional Tier III teams with troubleshooting and resolving problems with KAHC 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/Server-related security program.
• Support KAHC 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 KAHC network, IT Shared Services, and KAHC-hosted medical applications/servers:
  • Assist Tier III teams in applying software updates, security patches and DISA STIGs
  • Assist Tier III teams with mitigating…