Desktop Support Technician

We can sponsor a Secret Security Clearance, but Secret Clearance already in hand is preferred.

Description

Provides above baseline service to both NIPR and SIPR desktop devices

and mobile phones for HQ, JMC onsite at Rock Island Arsenal. Services of these devices can be

for customers located CONUS/OCONUS and those working both onsite and telework. Works

closely with government staff to manage hardware assets. Establishes and ensures that

appropriate security controls over software and hardware are maintained. Analyzes software and

hardware requirements. Patches devices in accordance with IAVAs and reports on compliancy.

ESSENTIAL FUNCTIONS:

The following duties ARE NOT intended to serve as a

comprehensive list of all duties performed by all employees in this classification. Shown are

duties intended to provide a representative summary of the major duties and responsibilities.

REPRESENTATIVE DUTIES:
Accurately records daily tasks and assignments for metrics

gathering on task orders. Coordinates the updates of cell service hardware and software

applications. Develops procedures and training material for customers and internal use. Aids in

the design, development and maintenance of various system applications. Troubleshoots and

resolves complex IT-related problems. Support will include VIP level assistance and ability to

work after hours as needed.

Works independently under overall project objectives and requirements; apprises Project

Manager about progress and unusual complications. Work is reviewed for accuracy of judgment,

compliance with instructions, and to insure proper alignment. Guidelines usually include existing

systems and the constraints imposed by related systems with which the incumbent's work must

be meshed. Adapts design approaches successfully used in precedent systems. Completed work

is reviewed for timeliness, compatibility with other work, and effectiveness in meeting

requirements. May provide functional direction to lower level assistants on assigned work.

Performs other duties as assigned or required.

KNOWLEDGE and

SKILLS:

 Knowledge of applicable computer system software programs and MS Office

Applications.

 Knowledge is strong in problem research and resolution skills.

 Ability to work in a secure environment and always adhere to security protocols.

 Ability to troubleshoot hardware/software.

 Strong written and oral communication skills.

 High attention to detail & equipment accountability.

 Ability to maintain security of devices.

 Ability to activate, deactivate and r suspend service on devices.

 Skill in working independently, multitasking, prioritizing projects, and meeting deadlines.

 Skill in using analytical and research skills in performance of job duties.

 Skill in establishing and maintaining cooperative working relationships with others.

 Keen attention to detail. Maintain inventory of all devices.

 Ability to effectively prioritize and execute tasks in a high-pressure environment.

 Strong customer service orientation.

 Experience working in a team-oriented, collaborative environment.

 Ability to be proactive and continuously stay up to date on the latest New Technology

trends.

Page 2 of 2

 Setup and support unique systems (ex. Janus, machines with external hard drives, x-ray

viewer, Eubank scanners).

 Troubleshoot unique devices and hardware issues (ex. PCA photo printer, handheld

scanners, KVM, 49" monitors, docking stations losing monitors, network, power to

battery)

 Troubleshooting to resolution or redirect to appropriate support helpdesk.

 Above-baseline imaging.

 Issue | Setup | Relocate hardware support.

 Setup KVMs for users with SIPR and NIPR (Ops Center & KG175s).

 Package | Mail remote users' equipment for both government and contract personnel.

 Assist remote users with troubleshooting.

 LCR distribution:
Setup One Drive, Teams, Outlook, test VPN and issue power supply

(travel).

 Collect equipment turn-ins:
Complete paperwork, remove estroy hard drives, scan

equipment received, and send scan to G4 for TI.

 Off-site LARs support:
Handing off unique bios password to supporting NEC personnel

for LARs and issuing new and r LCR equipment (including shipping).

 Input | Approve all HQ…