- 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, hand-held devices, scanners, CD Read 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 current Information Assurance requirements. Process network account request within forty-eight (48) hours and file requests. Ensure all expired accounts are deleted after specified time period.
- Monitor Uninterruptible Power Supply (UPS), air conditioning, door alarms in server room. Notify appropriate personnel if problems occur.
- Manage Laptop Loaner Program - Check out and check in various Systems equipment in support of Medical Systems “One Stop Shopping.” Maintain all required logs and forms.
- Receive on-call schedules from various departments and file. Update on-call list and transfer to intranet daily. Provide on-call and paging information to customers that call or walk in.
- Process Communications - Information Technology/National Security System (IT/NSS) AF Form 3215, to include creating folders, routing documents, and scanning documents into the workflow application. This includes installing hardware and software required to complete the form.
- Manage the computer classroom schedule for Medical Systems. Provide requested student counts for all classes held in the classroom.
- Assist with inventory tracking and issuing of mobile devices.
- Serve as first response on servers, network, phone, nurse call and IT issues. Contact necessary personnel and document action taken.
- Assist Equipment Control Officer (ECO) providing asset management and other life-cycle program management support, technical typing, analysis, and system administration support.
- Assist with data collection, reconciliation, and entry into appropriate Equipment Custodian (EC) accounts in the Air Force's or the Defense Health Agency’s (DHA) inventory tracking system. Gathers data from ECs and other system’s staff for account validation and entry. Data collection, reconciliation, and data entry of requirements inventory documents, and contracts into automated databases. Maintains the currency of all EC documents and folders.
- Assist in operation of automated asset management systems to include Asset Explorer module under the Trouble Ticket System or designated Desktop Support software, IT/NSS previously known as CSRD Tracking System, and Intel Local Area Network (LAN)-desk Manager for leased PC assets.
- Generates reports and queries against these systems for audit comparisons against the inventory tracking system database. Reports discrepancies to the ECO and assists with analysis and correction of findings.
- Analyze data entry errors and provides improvement recommendations to effective support of this task.
- Notify the primary ECO, alternate ECO and Customer Service Center Chief when support systems are not functioning, noting and analyzing recurring system problems; and sending and receiving data in the absence of the ECO IAW with AFI and MAJCOM guidance.
- Provide timely report generation to include: new equipment listings for EC upon notification including changes to the inventory within one (1) duty day.
- All documentation must be filed in their respective folders within one (1) duty day.
- Performs telephonic notifications to the EC of any changes in the inventory within one duty day. Gathers maintenance change information from systems maintenance (memory upgrades, equipment swap-out, and equipment condemnation) and inputs into all asset management systems.
- Conducts monthly audits on the EC accounts to ensure compliance
- With guidance of the Wing ECO or DHA Life Cycle Management Office, performs onsite physical inventories, as required, to audit account listings, gather inventory data, and assist the EC prepare their documents for equipment turn-in for reutilization or disposal.
- Processes trouble calls that are affected by warranty that require replacement.
- Provide reports and audits that are directed by the ECO or DHA Life Cycle Management Office. 5.3 Contractor Personnel shall also provide Local Area Net (LAN)/Wide Area Network (WAN) Administrator tasks, to include:
- Install and maintain LAN cabling and hardware.
- Board level exchange and maintenance of PC's and related equipment.
- Maintenance of terminals, printers, communication devices and PC's.
- Determine proper configuration of systems as to setup software & hardware configurations. The contractor will manage and ensure the deployment of latest software using the System Center Configuration Manager (SCCM) platform.
- Patch terminal servers and data switches.
- Monitor LAN/WAN performance.
- Enter and update all trouble calls into Trouble Ticket Tracking system for workload tracking.
- Answer and triage customer assistance requests for information technology and communications issues at the MIS Office.
- Provide 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 Information Services Flight. Otherwise, forward to next level of support (Level 2 or Level 3) via Trouble Ticket Tracking System or designated Desktop Support tracking system.
- Receives approved and prioritized CSRD’s to be completed in a timely manner.
- Provide maintenance reports, hardware/software evaluation reports, and instructions for operation and maintenance as required.
- Conduct cyber security scanning with the tools provided by the Cyber Security Service Provider (CSSP) and mitigate vulnerabilities on desktops/servers. The contractor will ensure all servers and End User Devices (EUD’s) are updated and rebooted weekly or as needed.
- With authorization/guidance from the CIO or Flight Chief, assist with scripting to push software to desktop, or contact help desk for assistance.
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- Possess 3-5 years helpdesk/systems experience.
- Certifications must meet DoD 8570.01-M requirements
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