Description:
Role Description:
- Provide Tier 1 technical support to include initial trouble ticket/call prioritization, diagnosis, analysis, and troubleshooting and resolution of basic client hardware and software issues.
- Provide Tier 1 hands-on support to users on the AOC/CAOC floor.
- Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required.
- Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure.
- Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance.
- Assist with management SIPR PKI program.
- Coordinate on Firewall Exemption Requests/Bluecoat Exemption Requests.
- Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits.
- Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs, TCNO, MTO, CCO and CTO) management, processing, tracking and status reporting across all network enclaves;
- Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.).
Qualifications:
Clearance Level: Secret
Certifications: DoD IAT Level 2 (Security +) or higher
Education: Associates degree in Computer Science or related field; or, 2+ years' IT Help Desk support experience and 2+ years' of experience in Computer/IT hardware support (can be concurrent).
Experience:
Recommended experience with the following:
- Assisting large number of users across multiple networks
- Troubleshooting various network and mobile devices, trusted thing clients
- Help Desk Remedy ticketing
- Installation of various IT hardware