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IT Support Technician

Overview

In support of the United States Air Force (USAF), Air Combat Command (ACC), the IT Support Technician provides network assistance and technical support to resolve user problems, respond to service requests, communications, computer, voice, network faults and outages.? The position provides network assistance and trouble resolution based on a fully integrated trouble-ticketing system, which has the ability to automatically assign priorities and set response times and escalation timelines based on the criticality of the system being reported.

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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.

Uses the local help desk ticket system and associated databases to enter, document, track,

coordinate, route, resolve, and close user ticket issues.

Provides the ability to run Ad Hoc queries against the central repository for trouble ticket

tracking/status to provide better customer support.

Resolves customers? administrative and technical communications problems.??

Performs the installation of equipment, connection of peripherals and the installing/deleting

of client level software and ensures all documentation is IAW Air Force/DoD policies, guidance

and directives.??

Provides soft application assistance.?

Implements client workstation software patches, security fixes and service releases according

to local NOC/NCC instructions.? Manages and establishes network user accounts.

Creates and maintains a central repository for technical advice and solutions for network

systems, (CST/CFP share drive, Tier 0, etc.), software applications assistance, automatic data

processing support, hardware exchange, and repair service support.

As directed, provides metrics including: statistics of calls received, number of trouble tickets submitted, average resolution time, priority, listing of technical bulletins and information guides issued and trend analysis information and other information.

Proposes criteria to define the priority of problems for example, routine through critical (VIP

and work stoppage) and submits a table with the definition of the priority categories with a

resolution timeline?

Account Management

Performs voice, data, video account creation and deletion, and modification service to

installation users.

Provides means and or direction for users to unlock Common Access Cards (CAC).

Voice, Data and Video Devices

Performs client-level information technology support function, voice network and Personal

Wireless Communication Systems (PWCS).

Manages hardware and software Controlled Cryptographic Information (CCI).

Performs configuration, management and troubleshooting.

Provides service to end-users for operation, restoration and configuration of information

systems.

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.

Personal Wireless Communications Systems (PWCS)

Tracks, distributes, maintains, trains and replaces all mobile devices for Air Force and DoD,

according to IAW local policy and funding.

Provides the maximum mobile device support possible to Air Force/DoD customers for

mobile device services based on different levels of service 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.

Automated Data Processing Equipment (ADPE) Custodian

Oversees ADPE throughout its life cycle from purchase to disposition IAW AFMAN 171203

Information Technology Asset Management.

Follows applicable environmental guidelines when disposing of hardware or electronic

equipment.

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)

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CERTIFICATES / LICENSES / REGISTRATION

Must Possess a Department Of Defense Secret Clearance

Must possess a Security Plus Certification

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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

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MATHEMATICAL SKILLS

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.

REASONING ABILITY

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.

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LANGUAGE SKILLS

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.

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