Help Desk Coordinator/Inter - Tier 1 - Global Commerce and Services
Lackland A F B, TX 78236
About the Job
- 10 position in Texas
- 1 position in Florida
The Candidate shall provide user training for hardware/software products; identifies problems and resolves hardware/software/network malfunctions; performs minor hardware/software/network maintenance such as board replacement, cable switching, communication assistance, hardware (printers) installation/replacement; interfaces with mainframe, LANs, Networks, provides analysis support for such requirements. The Candidate shall provide support to over 2,200 users and 5,000 pieces of equipment.
The Candidate shall conduct on-the job orientation, demonstrates how to operate equipment, loads new software releases, and assists functional users with any system problems they may encounter.
The Candidate shall perform Start Up, Power Off, Shutdowns and Power Failure Recovery procedures when required.
The Candidate shall operate the computer consoles, following prescribed scheduled work sheet instructions. Responds to basic console message error halts and report unusual occurrences to appropriate personnel. Isolates causes of machine stops or malfunctions and initiates corrective action to fix and prevent future problems.
The Candidate shall monitor and respond to hardware, software, and network problems on both NIPR and SIPR utilizing hardware and software testing tools and techniques.
The Candidate shall provide customer assistance support in setting up computers and/or installing software packages, when required. This includes loading the most current SDC image prior to assigning to a user.
The Candidate shall install and test VPN capability and ensure laptops are tested to ensure wireless capability is installed and operational.
The Candidate shall replace toner, fuser and transfer kits in printers.
The Candidate shall submit and track Remedy tickets (or current method) to the 502 CS for troubleshooting outside their realm.
The Candidate shall update all tickets assigned to him/her with full description of problem, and complete resolution.
Minimum Experience/Requirements
- Two (2) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician.
- Two (2) years’ experience with: PC Network, Windows OS and Active Directory.
- Shall be DoD 8570 certified at the IAT Level II at a minimum IAW AFMAN 17-1303, para 3.2.1.2, which includes CCNA Security, CySA, GIC SP, GSEC, Security, or SSCP.
Estimated Workload
- Keeps stock/maintains printer paper/toner maintenance, provides a toner inventory monthly.
Provides touch maintenance of Desktops/Laptops, approximately 1,000 tickets per year
