Help Desk Technician Tier II

Project Overview: 

The U.S. Army Signal Regional Network Enterprise Center (NEC) requires Information Technology services to provide Command, Control, Communication, and Computer Information Technology (C4/IT) Enterprise Management Services. Fort Sam Houston is part of a Joint Base and C4/IT support is a key component affecting the readiness and sustainability of critical DoD and other tenant activities across the installation. In addition, NEC Joint Base San Antonio (JBSA) will be undergoing changes due to regionalization restructuring.  The Army and the Network Enterprise Technology Command (NETCOM) are in the process of transforming the DoD Information Network – Army (DODIN-A). Some of the local network functions are moving to the enterprise. The most recent service that moved to the enterprise was E-mail.  The NEC supports some Major Army Commands and some Direct Reporting Units (DRU) such as the Army Medical Command, Army South, Installation Command and its subordinates commands, and Medical Education & Training Campus. The overall strength of these organizations along with the other tenants on the installation surpass a population of twenty-five thousand three hundred fifty (25,350) Military, Civilian, Contractor, and Non-Appropriated Funds (NAF) personnel.

Primary Responsibilities:

• Provide support to interoperable and integrated standard common user office automation desktop software as approved for use by the Army.
• Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers; priority support for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate management personnel.
• Resolve desktop problems via Remote Control; assist with IAVA remediation.
• Install, configure, troubleshoot, relocate, and repair desktops, mobile devices (smart phone, mobile hotspots), and printers.
• Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
• Responsible for NIPR and SIPR account creation 
• Provide a weekly report on the age of tickets currently in the queue, the most common problem reported during the week, average time to close a ticket by technician, average time to close a ticket by type, and average time to close a ticket by week and by month.
• Participate in a monthly meeting with HQ IMCOM G6 personnel, along with the Project Manager, to discuss Help Desk trends and statistics. 
• Contribute to T&T proposal activities and all other duties as assigned by T&T managers.
   
  Additional Job Duties (These functions will be performed on an “as needed” basis in support of the Primary Voice/Data Specialist):
   
• Operate and maintain mission specific SBU and SVTC services as required. This includes VTC service in classrooms, transportable, command and control, conference room, briefing rooms, collaboration suites, and desktops. Provide design, installation advice, and technical support for VTC studio suite equipment.
• Knowledgeable with VTC protocol capabilities are required.
• Provide Video Teleconference support as needed for conferences and customer projects; establish connectivity for VTC session and operate equipment as required by customer.
• Provide mission user local touch labor (troubleshooting, repairing, etc.)
• Support the VTC as a managed network device on the classified network.
• Provide technical support and assistance in the design, acquisition, installation, and operation of the equipment to limited user population (to Brigade level at PPP/PSP and installations supporting two (2) or more non-tactical Command HQs).
• Operate the SVTC capability on a highly restricted basis, in support of extremely critical collaborative efforts involving O-6 Commanders and higher personnel, either locally or as part of the interconnected collaboration event.
• Setup video and audio conferences coordinate video conference among various agencies
• Setup and support at off-site locations, as determined, twice monthly. 

Required Certifications:

• MUST have SECRET government clearance prior to being hired.
• MUST possess a CompTIA Security+ CE or equivalent prior to being hired.

Required Skills & Qualifications:

• 3+ years’ experience supporting IT Help Desk
• Experience using ServiceNow ticketing system
• Experience with remote and on-site troubleshooting
• Imaging computers.

 Desired Skills & Qualifications:

• Customer Service Skills
• Networking printers
• Working knowledge of dealing with spillages.

Education/Experience:

• Experience w/Active Directory Users and computers.
• Experience with remote connection and troubleshooting using Microsoft Systems Center
• Configuration Manager.
• In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft
• Office applications (e.g. Win11 and MS O365), and other common desktop applications such as Adobe Acrobat, Active Client, etc.; ability to quickly learn unique GOTS applications.
• Support multiple peripheral devices within IMCOM campus.  There are thirty-seven (37) copiers/network printers, and six (6) Plotters.
• Support mobile devices.  There are five hundred (450) mobile phones and one hundred twenty (120) Wi-Fi devices.
• Project a positive image and professional manner at all times; ability to work within the confines of a set time schedule.
• Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.

Benefits: Competitive benefits package including health, dental, vision, life insurance coverage, 401(k) plan, training programs, accrued paid time off (PTO), performance based monthly & quarterly awards, paid holidays and customer kudo rewards.

Equal Opportunity Employer/Veterans/Disabled