IT Support Technician
The IT Support Technician assesses and troubleshoots computer user support problems such as password resets, desktop support issues, or specialized applications support for the Air Combat Command (ACC), Communication Support Squadron (CSS), within the United States Air Force (USAF). Additionally, this position may monitor computer systems and operations, as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Monitors assigned queues, voicemail, website and other incoming communication methods for user requests for support.
Performs voice, data, video account creation and deletion, and modification service to installation users.
Provides hardware, software, voice network, peripheral, personal wireless communication systems (PWCS) and mobile device technical support.
Tracks, distributes, maintains, trains and replaces mobile devices.
Provides mobile device services based on different levels and prioritization within the levels of service.
Performs trend analysis to determine, solve, prevent and anticipate service disruption in order to ensure service is continued to the customer during any disruption.
Performs configuration, management and troubleshooting procedures. Resolves issues by applying effective, investigative methods.
Implements installation and maintenance functions associated with edge device systems such as key and intercom systems, copper core and fiber-optic intra-building wiring, fiber-optic end equipment, modems and associated hardware.
Respond to, monitors and resolves issues and logs all actions in trouble ticket system.
Provides assistance through remote tools / PC access capabilities.
Installs and de-commissions hardware and software. Oversees automated data processing equipment throughout the life cycle from purchase to disposition. Follows applicable environmental guidelines when disposing of hardware or electronic equipment.
Manages hardware and software Controlled Cryptographic Information (CCI).
Implements software patches.
Manages user accounts. Resets user passwords, provides desktop support and/or specialized applications support. Assists users in unlocking Common Access Cards (CAC).
Maintains equipment accountability and disposition. Ensures compliance with policies and directives.
Performs all responsibilities and tasks as directed by supervisor in accordance with established policies and procedures, Performs other job duties and functions as directed by management.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
Education and years of experience or equivalent required as specified below. Must have experience in Windows Operating System and Microsoft Office Suite 2010 or higher. Experience using problem / incident logging tools such as Active Directory, Lotus Notes or Remedy ITSM preferred.
IT Support Technician 3- 5C (Associates Degree + 6 years’ of experience)
IT Support Technician 2- 4C (Associates Degree + 4 years’ of experience)
IT Support Technician 1- 3C (Associates Degree + 2 years’ of experience)
CERTIFICATES / LICENSES / REGISTRATION
Must be able to obtain Department Of Defense Secret Clearance
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Working knowledge of standards in relation to service desk software tools
Working knowledge of Active Directory and Remedy ITSM software
Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets
Working Knowledge in Windows Operating System and Microsoft Office Suite 2010 or higher
Understanding of computer, printer, network and other device setup with ability to troubleshoot basic computer hardware / software issues
Excellent verbal and written communications skills with fluency in the English language (other languages welcome)
Excellent customer service skills with ability to use tact in handling difficult individuals and/or situations
Ability to actively listen, ask questions, and evaluate IT related issues
Quick learner with ability to work in a fast-paced, stressful environment
Flexible with ability to work a variety of shift assignments, including overtime and/or during inclement weather conditions
Ability to be reliable and punctual
Ability to work well both individually and in a team environment
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to accurately log incident tickets in Remedy ITSM software. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.