Job at a glance
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