USER SUPPORT TECHNICIAN III
The User Support Technician III provides phone and in-person support to FAA user community at designated locations throughout the United States. The User Support Technician III serves as the initial point of contact for troubleshooting PC hardware/software and printer problems. The User Support Technician 3 works within a team and remotely works on computer equipment using authorized remote control tools and software while closely following national and local policies and procedures.
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.
Resolves user incidents that could not be resolved by Tier 2 using remote control.
Installs software, modifies settings, replaces hardware, etc. as required to resolve the incident.
Resolves desktop and network issues to restore service.
Uses configuration management and ticket processes to document actions taken.
Executes hardware/software deployment projects per the deployment plan.
Supports lifecycle management of IT equipment -deployment through exchange/disposal.
Ensures installations are accomplished per plan, manufacturer specifications, and industry best practice, resolves technical issues, ensures issues resolved per AIT direction, and documents installed configuration.
Proficient supporting desktop, server and network equipment. Use the Remedy Tool to manage user incidents and requests.
Escalate incidents to the next highest tier support level or the appropriate group per FAA guidance.
Logs all corrective actions and events using Remedy ITSM software tool and closely monitors all incoming emails and event traffic.
Resolves issues within the Service Level Agreement times or escalates to the appropriate service area for resolution.
Possible travel 25% to 30%.
Follows up with customers to ensure the work was completed to the customer’s satisfaction.
Under general supervision, designs local area networks of mini/micro computers for office settings.
Performs installation as required by the manufacturer, configuration management, and ensures all systems perform as ordered.
Provides management with status of projects, problems or other outstanding project related issues.
Establishes and maintains local area network security.
Provides remote control support, and provides technical phone support when remote control is unavailable.
Provides backup desk-side administration and computer deployment support.
Performs software installation, configuration and troubleshooting.
Upgrades software packages, and applies updates / upgrades / fixes to existing software products.
Removes / uninstalls hardware and/or software.
Configures network components via remote control.
Configures and troubleshoots printers, scanners and other peripheral devices.
Troubleshoots software application errors.
Documents and maintains processes and procedures.
Ensures professional, courteous and helpful customer service is always provided.
Responsible for aiding in own self-development by being available and receptive to any 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.
An Associate’s Degree in a technology-related major. An additional four (4) years' of relevant experience can be substituted for the degree requirement. Certificates in Microsoft Win7, Office 2010, Microsoft Networking, and Microsoft Certified Desktop Technician (MSCDT), plus more than seven years' experience as a user support technician in large (> 1,000 user) operation.
CERTIFICATES / LICENSES / REGISTRATION
Possesses a government security clearance or has the ability to obtain a government security clearance
A+ Certification desired, but not required
Microsoft Systems Engineer (MCSE) desired
Novell Certified Network Engineer (CNI) desired
ITIL certification desired
HDI certification desired
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Specialized experience includes: Previous hands-on and remote desktop support experience, REMEDY helpdesk software, Microsoft Office Suite, Active Directory experience and the ability to reset local and network passwords, add and remove users.
Troubleshoots issues with Microsoft Office and the applicable operating system being utilized by the Federal Aviation Administration (FAA). Other software packages are numerous and range from commercial-off-the-shelf (COTS) to customized programs for FAA and/or Department of Transportation (DOT).
Ability to troubleshoot email applications, standard Windows desktop applications and custom applications developed under this contract or predecessors.
Knowledgeable in ITIL terminology and best practices
Proficient knowledge in using Active Directory, Lotus Notes, and Remedy ITSM software
Excellent verbal and written communications skills with ability to communicate effectively via phone and in person
Ability to collaborate in a participatory team environment
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to log accurately 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.
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.
The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.