Computer Service Technician - NOVA Corp

Computer Service Technician
US-OH-Dayton
Job ID: 2024-5325
Type: Full-time Exempt, Salaried
# of Openings: 1
Category: Information Technology
Dayton, OH (Wright Patterson AFB)
Overview
DDC IT Services is seeking a Computer Service Technician to join our Wright Patterson Air Force Base Team. The candidate must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate
This resource will be working directly with other Service Technicians to provide primary, secondary and/or advanced support to senior Air Force personnel tasked with maintaining computer systems, troubleshooting errors, maintaining internet connectivity, running diagnostic tests, maintaining servers, repairing computer hardware, and providing technical support.
Duties for the Computer Technician will include installing software patches, diagnosing, and repairing problems, monitoring networks, repairing server errors, resolving hard disk failures, configuring software and drivers, performing regular system upgrades, promoting data security, managing workstations, and writing documentation on computer best practices. Your outstanding tech expertise and knowledge of IT infrastructure will assist our organization in improving efficiency, achieving key metrics, enhancing customer service, and ensuring that our computer systems are optimized for day-to-day operations.
*Position is contingent upon contract availability*
Responsibilities
Main Responsibilities:
• Provide hardware/software support - installation, update, configure, troubleshoot
• Provide support for all IT equipment - servers, PCs, printers, scanners, laptops, switches, routers, PDAs, video conferencing and projection systems, and external peripherals
• Ensure applications and hardware meet end user requirements
• Support CAC (common access card) deployment and card readers, middleware and PKI certs
• Support onsite and remote customers as required
• Support software and hardware refresh/upgrade/configuration efforts - Windows, MS Office, MS Active Directory
• Coordinate warranty repair operations with vendors
What We're Looking For:
Computer service personnel to provide varying levels of support depending on your background and expertise.
Level 1, Initial Contact and First Touch Resolution: Accepting calls from customers and resolving issues by phone, generate incident reports (trouble ticket) describing the problem, being sure to note pertinent user information (e.g., location or asset), providing initial troubleshooting to resolve the issue, if possible, either by walking the customer through the problem or by taking control of their desktop remotely
Level 2, This position works the issues not resolved at Level 1. Detailed or Remote Resolution: A service desk Computer Service Technician works incidents not resolved at Level 1 Enterprise Service Desk by using detailed problem analysis and remote management techniques to resolve the incidents. Resolve VIP service requests within the SLA.
Level 3, Touch Labor: This position works the issues not resolved at Level 2 or may require further troubleshooting or hands-on support. To include disassembling/reassembling computer systems. Imaging systems, data transfer and re-i