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The Federal Vaccine Mandate states that federal and contract employees must be fully vaccinated by December 8th, 2021, unless the law provides a religious or medical exception. Employees will be required to adhere to this mandate.
The IT Support Technician provides support for fielding end user IT trouble tickets involving software and hardware issues. This position will be responsible for ensuring the health of the end users' IT assets and their consistent availability and uptime. This is a strong customer service/technical position that requires individuals with a patient, yet a steadfast approach to solving problems and fielding/closing IT Help Desk tickets. The IT Support Technician has experience with installation and troubleshooting of Windows and Apple PCs, Network printers and Software troubleshooting and configuration. This position also has experience with general network troubleshooting, setup new PCs for new employees and various other IT specific tasks.
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.
Operates and maintains the government’s networked and standalone systems at the Unclassified, Secret and Top Secret-SCI classification levels.
Maintains a government provided trouble ticket system and tracks customer survey results.
Performs client support administrator duties in order to provide a first-line customer support function to resolve hardware and software IT-related issues.
Creates, deletes and adds new users with accounts on classified networks. Provides provision, de-provision and adds new users with accounts on NIPRNet. Maintains User Access Request forms according to network procedures.
Provides help desk function capable of handling the full range of IT-related issues (i.e., Tier I, II, III).
Supports walk up, telephone or e-mail customer problem resolution. Receives, answers and transfers trouble calls and maintenance requests in support of all missions and personnel. Assigns a ticket number and tracks communication system outages and repairs actions until the issue is resolved.
Coordinates with internal and external agencies (i.e., third-party vendors, host base and program management offices) to isolate faults, make repairs, restore service to systems, and report the status of problem resolution to the affected customer and maintains a historical record of problem resolution.
Plans and executes any technical refresh of network computers, ensuring coordination with Configuration Management on all moves, connects and disconnects of equipment to networks.
Demonstrates expertise to install, configure and maintain these systems, as well as analyzes, troubleshoots and resolves software, hardware and network anomalies.
Provides network technical support and client support administrator duties in order to provide a first-line customer support function to resolve basic connectivity issues.
Performs application loading, troubleshooting, tuning and technical support for hardware and software used within the facility.
Schedules, operates, maintains and coordinates the use of existing and future USAFWC VTCs.
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 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 as the best of own ability.
Bachelor’s degree in IT, Computer Science, or Engineering and five (5) years of experience in IT technical support and computer maintenance. Six (6) years of additional direct relevant technical experience may be substituted for education.
CERTIFICATES, LICENSES, REGRISTRATION
Active TS/SCI security clearance is required
One DOD 8570 IAT Level II Certification is required (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP)
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Analytical, organizational and time management skills.
Excellent verbal and written communication skills.
Excellent customer service skills.
Ability to work effectively both individually and in a team environment.
Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the 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 apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
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. May occasionally 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.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!