Tier II Desktop Systems Support

Job Description:

SUMMARY

Provide technical support to U.S. Army Institute of Surgical Research (USAISR) employees regarding technical aspects of assigned products to include networks and servers.

ESSENTIAL DUTIES & RESPONSIBILITIES

Install computer hardware and software to ensure user is fully functional and operational without errors and preserve user's data to be transferred to the new PCs.
Resolve Helpdesk ticket requests. Requests may require resolution across multiple operating systems such as Windows, Linux, UNIX, and Mac.
Install, troubleshoot, repair, and instruct users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc.
Provide PC software and hardware troubleshooting.
Diagnose, troubleshoot, maintain, and repair unclassified systems, network issues, and other devices.
Perform password resets.
Identify responsible group for problem resolution and escalate when necessary.
Perform physical configuration, maintenance, repair and/or upgrade of desktop computer and peripheral hardware, firmware, and specialty software configurations.
Ensure all pertinent software patches and fixes are implemented on desktop systems and peripherals at time of release to end user.
Monitor and receive escalated service calls from Tier I Enterprise Service Desk and work with users to resolve them. Document all tasks performed during resolution in the Work Information area of the Remedy incident ticket system.
Physically support and coordinate special needs systems such as Video/Audio Teleconferencing, data acquisition, and devices isolated from the Global Information Grid (GIG).
Enforce system access, operation, maintenance, and disposition requirements.
Maintain regular and punctual attendance.
Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

Job Requirements:

MINIMUM QUALIFICATIONS

Baseline certification as stipulated in DoD 8570.01 M IAT Level II (CompTIA Security + or equivalent).
Baseline certification as stipulated IAT Level III DoD 8570.01-M Computing Environment Certified (Microsoft 365 Certified: Modern Desktop Administrator Associate).
Must be experienced in the following technical areas: Microsoft Office products, internet and browser usage, email products (Microsoft Outlook), basic operating system/networking/hardware troubleshooting, call center ticketing system (Remedy or similar applications), and SharePoint, Microsoft SCCM 2012, Dameware, McAfee antivirus, active directory management, electronic messaging through Defense Information Systems Agency, virtual private network application, thin client solutions and a wide variety of commercial off the shelf (COTS) and Government off the Shelf (GOTS) software.
A favorable adjudicated Tier 1 Investigation (T1) via the Contracting Officer's Representative (COR), is required.
Ability to obtain and maintain a valid Secret Security Clearance (U.S. Citizenship required).
Must obtain and maintain any necessary security access and/or background checks.

DESIRED QUALIFICATIONS & SKILLS

Three (3) years of experience as a Helpdesk Specialist in multi-server environments, customer service experience, or equivalent training and experience preferred.
Strong communications skills and ability to communicate technical issues effectively.

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

None.

DRIVING REQUIREMENTS

None.

WORK ENVIRONMENT

Work is performed primarily indoors at a well-lit office or server room environment. The environment is normally air conditioned, but conditions may change depending upon circumstances. Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgments. The employee will be exposed to a wide variety of clients in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Position consists of sitting for long periods of time, using hands/fingers, handling, reaching with hands and arms, speaking or translating. Periods of walking, standing, bending, kneeling, stooping, crouching, and lifting equipment weighing up to 20 pounds. Moderate to extended periods of office work with heavy periods of computer usage. It is Katmai's business philosophy and practices to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

COMPENSATION & BENEFITS PACKAGE

Pay range: $80,000 to $86,000 per year.
Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Long-Term & Short-Term Disability Insurance, 401(k) Savings Plan, Employee Assistance Program (EAP), Paid Time Off (PTO), 11 Paid Federal Holidays, and Leave of Absence.

Compliance:

To be considered for this position, all applicants must apply on the company website,

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law. Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).