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Position Summary

Essential Functions

• Set-up/installation of personal computer, thin clients, industrial automation equipment and peripheral equipment.
  
• Configuration of personal computer, thin clients, industrial automation equipment and peripheral equipment.
  
• Upgrade existing system units
  
• Install software on personal computer equipment, to include, but not limited to: Operating Systems Software, Office Automation Software, System Utilities, Internet Browsers, and Unique Application Software
  
• Performance tuning of personal computer and industrial automation equipment hardware
  
• Answer help desk telephones
  
• Troubleshoot personal computer, thin clients, industrial automation equipment, peripheral equipment hardware and software problems
  
• Interact with End Users, Information Technology Staff, and Hardware and Software Vendors
  
• Document service requests in government owned database
  
• Provide support for client network infrastructure, servers, security and applications
  
• Evaluation, testing and implementation of new technologies
  
• Technical support for management decision-making
  
• Technical support for Business Development including proposal input, solution prices, and presentations
  
• Other duties as assigned

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Position Summary

Essential Functions

• Operations Support for SharePoint Sites
  
• Management of SharePoint sites including rights and permissions
  
• Monitoring usage, access and usability
  
• collection & analysis of user requirements
  
• Prototyping of proposed solutions
  
• Training End Users

Specific Skills/Qualifications

• SharePoint Portal 2003
  
• MOSS 07
  
• Windows

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Position Summary

• Provides help desk support on IT hardware and software systems
• Accurately records and track calls using help desk software
• Familiar with automated tools to monitor, track and document work flows
• Develop schedules and workload distribution
• Assist new depot employees with completing requirements to receive CCAD computer/network access
• Maintain a variety of Army forms and records

Essential Functions

• Receive email, telephone, and trouble ticket system trouble calls for outages, requests for change, equipment support, or incident reporting. Prioritize, document and resolve end user help requests.
  
• Resolve trouble tickets that are in the ticket tracking system (HP Open View Service Desk) as assigned by senior level technicians; provide hands-on and remote controlled workstation support services; provide expertise on support services as assigned. Give in-person, hands-on help at the desktop level and utilize SMS to remotely connect to customer and users computer for troubleshooting.
  
• Ascertain the criticality of incoming requests and assigned priorities and inform service desk manager or senior level technicians of critical issues.
  
• Contact depot employees to schedule appointments and maintain appointment records to complete Information Assurance requirements for CCAD network access.
  
• Provide guidance and assistance to employees to complete Information Assurance briefing and exam.
  
• Provide logins and passwords to approved employees and assist with initial system login upon successful completion of IA briefing and exam.
  
• Translate technical terms into non-technical language which requires an in-depth understanding of computer terms and acronyms; ability to learn new processes and procedures.
  
• Provide customer guidance in working with various application programs, including but not limited to FormFlow, Defense Travel System, ATICTS, ALPS\SIMA, HP Open View, Kodak, Tumbleweed, Symantec, FEMs and Citrix Metaframe. Utilize basic tools such as ping, telnet, ipconfig, etc., to diagnose customer issues.
  
• Perform desktop CAC Personal Identification Number (PIN) resets, password resets for domain, SIMA/ALPS and other depot applications.
  
• Knowledge of standard client software suite and hardware configuration. Provide information to customers for equipment installation, set-up, configuration, and problem resolution.

Specific Skills/Qualifications

• High school diploma or equivalent and minimum of one year relevant help desk experience
  
• Demonstrated analytical, written, and oral communications skills

Security Requirements

• Requires NACLC

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