The Green Technology Group, LLC is hiring a
Help Desk Technician

Summary

The Information Management/Information Technology Technician will provide customer support, manage and maintain IT equipment, troubleshoot issues, create accounts, and assist with inventory tracking.

Responsibilities

• Management, maintenance and installation of workstations, printers, fax machines, communication devices, hand-held devices, scanners, CD Read Writers and other peripherals
• Determine proper configuration of systems as to software and hardware composition and setup
• Ensure technicians have the skills and knowledge to work with the latest office automation software and network operating systems (i.e. Windows 10, Windows SharePoint, and Office Suite)
• Any desktop, peripheral or component moved, delivered or installed into service by Contractor shall be fully functional
• Monitor, troubleshoot, and resolve all operational and software problems associated with network and stand-alone printers
• Complete service requests associated with the desktop. These service requests shall come in the form of a Trouble Ticket Tracking Systems trouble call and include but are not limited to, hardware upgrades, local software installs, printer, scanner, and other peripheral installs, etc
• Enter, update and complete assignment information on all trouble calls into Trouble Ticket Tracking system for workload tracking
• The contractor shall resolve service requests as assigned in the service ticket system within two business days. If a service request cannot be resolved in two business days, the contractor will notify the MIS team leadership immediately for resolution or escalation
• Assign all trouble calls in the ticket tracking system software requiring the replacement of parts for desktops, printers and other peripherals to Asset Management. Acquisitions will procure the parts either through an existing warranty or open market purchase
• Answer and triage customer assistance requests per month on information technology and communications issues. Provide quick solutions for user problems at this level, if possible. This assistance can be over phone or in person at either the customer’s work center or in Medical Systems
• Replace tapes for backup/restore procedures and monitor various server room and communication closets. Enter all operations problems and system downtimes into appropriate logs
• Create, accept, enter, modify and delete customer accounts on various computer systems to include the Medical Joint Active Directory (MJAD). Instruct customers on the proper way to fill out account requests and verify that all required information is on the request.(i.e. Security Groups/Distro List) Inform customers of current Information Assurance requirements. Process network account request within forty-eight (48) hours and file requests. Ensure all expired accounts are deleted after specified time period
• Monitor Uninterruptible Power Supply (UPS), air conditioning, door alarms in server room. Notify appropriate personnel if problems occur
• Manage Laptop Loaner Program - Check out and check in various Systems equipment in support of Medical Systems “One Stop Shopping.” Maintain all required logs and forms
• Receive on-call schedules from various departments and file. Update on-call list and transfer to intranet daily. Provide on-call and paging information to customers that call or walk in
• Process Communications - Information Technology/National Security System (IT/NSS) AF Form 3215, to include creating folders, routing documents, and scanning documents into the workflow application. This includes installing hardware and software required to complete the form
• Manage the computer classroom schedule for Medical Systems. Provide requested student counts for all classes held in the classroom
• Assist with inventory tracking and issuing of mobile devices
• Serve as first response on servers, network, phone, nurse call and IT issues. Contact necessary personnel and document action taken
• Assist Equipment Control Officer (ECO) providing asset management and other life-cycle program management support, technical typing, analysis, and system administration support
• Assist in operation of automated asset management systems to include Asset Explorer module under the Trouble Ticket System or designated Desktop Support software, IT/NSS previously known as CSRD Tracking System, and Intel Local Area Network (LAN)-desk Manager for leased PC assets
• Generates reports and queries against these systems for audit comparisons against the inventory tracking system database. Reports discrepancies to the ECO and assists with analysis and correction of findings
• Notify the primary ECO, alternate ECO and Customer Service Center Chief when support systems are not functioning, noting and analyzing recurring system problems; and sending and receiving data in the absence of the ECO IAW with AFI and MAJCOM guidance
• Provide timely report generation to include: new equipment listings for EC upon notification including changes to the inventory within one (1) duty day
• All documentation must be filed in their respective folders within one (1) duty day
• Performs telephonic notifications to the EC of any changes in the inventory within one duty day. Gathers maintenance change information from systems maintenance (memory upgrades, equipment swap-out, and equipment condemnation) and inputs into all trouble calls into Trouble Ticket Tracking system for workload tracking
• With authorization/guidance from the CIO or Flight Chief, assist with scripting to push software to desktop, or contact help desk for assistance
• Conduct cyber security scanning with the tools provided by the Cyber Security Service Provider (CSSP) and mitigate vulnerabilities on desktops/servers. The contractor will ensure all servers and End User Devices (EUD’s) are updated and rebooted weekly or as needed
• Provide maintenance reports, hardware/software evaluation reports, and instructions for operation and maintenance as required