Desk Top Support Administration - Unified Business Technologies Inc.

Job Description: Desktop Support Administrator
Position Overview: We are seeking a skilled Desktop Support Administrator to provide comprehensive technical support and administration for desktop systems. The ideal candidate will be responsible for hardware and software troubleshooting, user support, and ensuring the efficient operation of IT resources within the organization.
Key Responsibilities:

1. Embedded Desktop Systems Administration:
   • Provide support for hardware troubleshooting, software installation and troubleshooting, printer maintenance, and other desktop/laptop break/fix issues.
   • Report all actions in the Monthly Status Report in accordance with CDRL A001.
2. Technical Support:
   • Serve as the first line of technical support for end-users regarding Personal Computers (PCs), applications, and hardware.
   • Coordinate with the Network Enterprise Center (NEC) or Army Enterprise Service Desk (AESD) for escalated support issues.
3. Problem Resolution:
   • Simulate or recreate user problems to identify and resolve operating difficulties.
   • Recommend system modifications to reduce user issues and maintain a high level of technical expertise.
4. Windows OS Support:
   • Implement, administer, and support Microsoft Windows operating systems, including installation and software distribution.
5. Point of Contact:
   • Act as the principal contact for resolving issues related to IT automation systems, software/hardware problems, and telecommunications.
6. Hardware Maintenance:
   • Maintain, troubleshoot, update, and replace out-of-warranty hardware and components.
7. Desktop Software Services:
   • Configure and troubleshoot desktop software, ensuring compliance with Army Regulations and security guidelines.
8. On-Call Support:
   • Provide 24/7 on-call support with a response time of 15 minutes for non-business hours incidents.
9. Data Security Compliance:
   • Follow procedures for handling Unauthorized Disclosure of Classified Information (UDCI) incidents, ensuring proper documentation.
10. Inventory Control:
    • Perform tracking and inventory control of hardware and software components in accordance with government methodologies.
11. Customer Support:
    • Offer assistance for PCs, office automation software, email, telecommunications, and specialized applications.
12. Software Installation Compliance:
    • Install and support only software versions approved by the NEC and complete necessary review forms for new installations.
13. Data Backup Management:
    • Ensure user data on laptops is backed up and educate users on safeguarding their files.
14. User Training:
    • Conduct monthly one-hour training sessions on new IT capabilities and best practices.
15. Advanced Problem Analysis:
    • Analyze complex hardware/software needs, recommend solutions, and integrate components into existing systems.
16. Email Management:
    • Maintain customer email distribution lists and manage permissions for group mailboxes.
17. IT Equipment Turn-In:
    • Prepare IT equipment for turn-in, ensuring data is backed up and securely deleted from old PCs.
18. Project Management:
    • Manage and report on assigned IT projects, ensuring timely execution and communication of status updates.
19. Inquiry Resolution:
    • Respond to customer inquiries, log significant events in a database, and maintain accountability for customer requests until resolved.
20. Printer Support:
    • Provide technical support for multi-functional printers, desktop printers, and copiers, ensuring compliance with NEC procedures.
21. Mobile Device Management:
    • Troubleshoot, repair, and configure mobile devices according to organizational policies.
22. Technology Refresh Coordination:
    • Schedule technology refreshes with customers within six months of warranty expiration, including file transfers and equipment assessments.
23. Incident Documentation:
    • Document all customer service calls in the PEO GCS identified incident ticket tracking system.

• Experience in desktop support and administration, including troubleshooting and user support.
• Proficiency with Microsoft Windows operating systems and common desktop software applications.
• Strong communication and customer service skills.
• Ability to work independently and manage multiple tasks.
• Familiarity with Army Regulations and IT compliance standards is a plus.

• Availability for on-call support, including nights and weekends as needed.
• Must be able to handle technical issues promptly and efficiently.