Helpdesk Technician

Summary

The Helpdesk Technician position is a role that provides technical support to end users, diagnoses problems, interacts with various systems and networks, and documents issues and resolutions. The position requires a minimum CompTIA Security + certification, the ability to provide support at the 'Journeyman' level, and extensive knowledge in configuration. Preferred requirements include experience in Information System Security functions for the MTF network, IT Shared Services, and MTF-hosted medical applications/servers.

Requirements

• The applicant shall provide support and expertise to the “Journeyman” level to support the mission of the 6th Medical Group
• The applicant must maintain a minimum of CompTIA Security + certification
• The applicant must have demonstrated extensive knowledge, competencies, technical skills, and abilities to support the configuration

Responsibilities

• Provide corrective action and diagnose problems through phone, electronic communication and in-person support
• Provides technical support to end users on a variety of computer, software, printer, web, and mobile device related issues
• Identify, research, and resolves technical problems
• Respond to telephone calls, email and personnel requests for technical support
• Provide Tier II support to end users for either Personal Computer (PC), server, or applications and hardware
• Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems
• Simulate or recreates user problems to resolve operating difficulties
• Recommend systems modifications to reduce current and future user problems
• Interact with the DHA ServiceNow & AFNET Remedy Trouble Ticketing system to documents issues and resolutions
• Provide support for Video Teleconferencing program
• Maintain/troubleshoot Network Connectivity issues
• Support DHA Global Service Center with installing, maintaining and securing clinical workstations with the DHA Standard Desktop Image. Install and configure PC-based medical application client software
• Perform basic PC hardware troubleshooting
• Support Refresh of IT/Medical IT Asset Hardware by deploying new computer equipment to MTF staff
• Provide support in installation of clinical end user devices, network devices, and peripheral devices
• Assist Tier III teams with installing medical applications and servers
• Assist Tier III teams with troubleshooting and resolving problems with MTF Infrastructure, IT Shared Services, and medical applications/servers
• Provide support in maintenance of business continuity and disaster recovery program. Provide support in LAN/WAN/PC/Server-related security program
• Support MTF with Video Teleconferencing program
• Manage functional application of an automated call distribution system
• Maintain library of current scripts, software media, and licensing

Preferred Qualifications

Experience in Information System Security functions for the MTF network, IT Shared Services, and MTF-hosted medical applications/servers