Directorate of Resource Management

Performs services as a Help Desk Support Technician for the Directorate of Information Management (DOIM), Blue Grass Army Depot, Richmond, Kentucky. Work involves a full range of Information Technology customer support services including customer support over the phone, virtually, or in person, installation and configuration of a user’s profile, application software and hardware, image and deploy machines using the Army Unified Domain System (AUDS).

ABOUT THE JOB

The purpose of this position is to serve as a customer support help desk technician. Work involves a delivery of a full range of information technology customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Information technology includes computers, peripheral equipment, hardware, software, firmware, services, and related resources. The incumbent is also responsible for determining optimum methods of providing support, including information sharing and dissemination, problem tracking and reporting, and utilization of various support tools.1. Diagnoses and resolves problems in response to customer reported incidents. Support a wide range of equipment and applications running on a variety of platforms. Installs, configures, upgrades, sets up and troubleshoots all hardware and software components, ensuring compatibility with existing systems and other system interfaces, and testing for system malfunctions. Installs, upgrades, configures, and tests commercial off-the-shelf (COTS) and locally developed computer software. Monitors work order submittals, responds to and takes corrective action within specifically allotted timeframes. Use all possible resources to solve the work order before referring more difficult problems to the appropriate levels. Documents actions taken in the problem history or solution area of the work order. Applies appropriate security measures consistent with approved security standards. Maintain active directory computer accounts by adding, removing, and modifying accounts as necessary to ensure a precise account of all computers on the domain. Perform inventory management functions for baseline helpdesk automation equipment to ensure proper accountability. Performs periodic inventories of equipment and reports any procurement needs or discrepancies to the appropriate level. Assist with the turn-in off excess IT equipment and destruction of hard drives. Operate government vehicles for the purpose of providing on-site support. 75%2. Assist in the development of technical requirements for telecommunications, automation, visual information hardware, software, systems, and services. Reviews customer technical requirements and coordinates with DOIM technical and functional personnel regarding procurement requests. Investigates commercial IT equipment capabilities and recommends equipment matching technical requirements for procurement. Provide guidance and assistance to technical personnel and customers relating to DOIM IM/IT policies. Ensures technical documents define services and equipment in clear precise terminology and provide performance criteria within industry standards. Maintain an audit trail of all actions and equipment inventories in accordance with government policy. Recommends and develops policies and procedures associated with assigned duties. Provides data concerning Help Desk ticket submittals, response time and performance to determine areas of deficiency identify commonality of problems with equipment and/or software and insure proper documentation and performance. Identifies potential problem areas and offers solutions. Maintains contact with customers to evaluate quality of service. 20%3. Maintains awareness of current trends in information technology. Perform varied research and periodical searches to identify current trends in information systems, hardware, software, and training. Evaluate alternative methodologies for analysis, implementation, and problem solving. 5

RESPONSIBILITIES

• Diagnoses and resolves problems in response to customer reported incidents.
• Installs, configures, upgrades, sets up and troubleshoots all hardware and software components.
• Performs inventory management functions for baseline helpdesk automation equipment.
• Assist in the development of technical requirements for telecommunications, automation, visual information hardware, software, systems, and services.
• Maintains awareness of current trends in information technology.

QUALIFICATIONS

• Secret Clearance
• CompTIA Security+ Certification
• Ability to provide customer support over the phone, virtually, or in person.
• Skills in installation and configuration of user profiles, application software and hardware.
• Experience with Army Unified Domain System (AUDS).

ADDITIONAL ELIGIBILITY

Secret ClearanceCompTIA Security+ Certification

TARGET MOCS

25B

OTHER

None