Help Desk Specialist - Tier II
The Help Desk Specialist - Tier II provides IT technical support to Tinker Air Force Base. This position assesses, monitors, troubleshoots, and escalates issues and effectively communicates all issues for equipment, applications and databases. The Help Desk Specialist – Tier II also tests, documents, and/or modifies systems based on user requirements and system configuration requirements.
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.
Develops solutions addressing individual end-user problems and technical issues.
Plans and schedules work with customers and other IT Technicians (Tier I and Tier III) in the integration of desktop and laptop configuration.
Develops and maintains professional relationships through regular interfacing with users to determine hardware and software solutions to resolve configuration issues.
Resolves in-depth multifaceted problems/issues arising from a suite of software applications to multiple sets of networked desktop and laptop configurations and operating system versions.
Designs and fully documents solutions from in-depth knowledge of and experience with state of the art PC hardware and system specific software.
Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications based on user profiles.
Creates and maintains documentation such as user records and knowledgebase information for shared use of other service providers.
Accurately conforms each system to Air Force standard desktop configuration.
Manages equipment as assigned including the replacement, upgrade and necessary modifications to meet the customer’s policy and cyber security directives.
Mentors, directs and teaches level one helpdesk technicians in the technical (hardware/software) and customer relation disciplines.
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 co-workers. 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.
Associates degree and minimum of four (4) years’ related experience and/or training; or equivalent combination of education and experience. Experience with PC hardware, HP Open View, Remedy Action Request System, NT User Manager for Domains, MS Active Directory, Exchange 2003 and subsequent versions of messaging services, MS 2003 and 2008 Server Administrator and subsequent server versions, network infrastructure, Windows 10, MS Office 2007 and subsequent versions of desktop office suites, desktop and network operating systems and the Air Force Standard Desktop Configuration (SDC) including MS Outlook.
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Working knowledge of ITIL standards in relation to the ITSM service desk software tool
Working knowledge of Active Directory, Lotus Notes and Remedy ITSM software
Working knowledge and ability to troubleshoot computer hardware / software issues at an intermediate level
Excellent communications skills (both oral and written) with fluency in the English language (other languages welcome)
Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets
Excellent customer service skills with ability to use tact in handling difficult individuals and/or situations
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 during inclement weather conditions
Ability to be reliable and punctual
CERTIFICATES, LICENSES, REGISTRATION
Securty+ Certification is required
Ability to obtain government security clearance
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.
SPECIAL PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform 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 hand tools, computers, and/or controls. Required to speak and hear. Frequently required to stand on ladders or objects, walk and stoop, kneel, crouch, or crawl under or behind objects. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Minimal risk of electrical shock.