IT Help Desk / PC Technician

Job Description :

• Use government trouble ticket software (Service Now) to document and maintain all customer assistance requests and resolution. Conduct on-the-job orientation, demonstrate how to operate equipment, run backups, archive systems, load new software releases, submit System Incident Reports (SIR) and System Change Requests (SCRs), and assist functional users with any system problems they may encounter.
• Provide customer service center and help desk support for end users in a courteous, timely and professional manner. Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups. If any of the requirement services cannot be accomplished due to local restriction polices, then the contractor is responsible for opening tickets with the Air Force Network focal point and following up on the issue until it is resolved to the customer's satisfaction. The contractor shall also monitor ticket queues proactively and resolve them IAW Appendix 1 or as requested by the Government.
• Monitor and respond to hardware, software, and network problems utilizing hardware and software testing tools and techniques. Perform Start Up, Power Off, shutdowns, and Power Failure Recovery procedures when required. Provide user training for hardware / software products. Identify problems and resolve hardware / software / network malfunctions. Perform minor hardware / software / network maintenance such as board replacement, cable switching, communication assistance, and hardware installation / replacement. Interface with Local Area Networks, provide analysis support for Local Area Networks, Personal Computers, mobile devices, and cellular phones.
• Conduct installation of terminals and associated hardware. Provide customer assistance support in setting up microcomputers and / or installing software packages.
• Support functional users in troubleshooting computer related problems. Polite, patient, and customer-focused assistance is a must. Notify users of modified input data / format requirements.
• Support users in the structuring of requests and inquiries with a user-oriented language. Identify possible technical problems in the terminal, communication lines and / or the computer system. Advise the terminal user of where and how to acquire appropriate technical assistance.
• Align IT services with changing business needs by identifying and implementing improvements to IT services that support 19 MDG business processes, review, analyze, and recommend improvement opportunities across the service lifecycle, maintain customer satisfaction after improvements are implemented.
• When required, the contractor shall use vulnerability reports to identify system security holes and apply proper updates to networked equipment to ensure the 19 MDG systems are correctly postured for network security.
• When required, the contractor will apply fixes or updates to maintain network security based on HBSS vulnerability reports and ACAS or comparable other network scan results

Qualifications :