IT Support Technician
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.
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
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
Performs voice, data, video account creation and deletion, and modification service to
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
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
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
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)
CERTIFICATES / LICENSES / REGISTRATION
Must Possess a Department Of Defense Secret Clearance
Must possess a Security Plus Certification
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
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.
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.
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.