Communications Support/Computer Technician

Katmai•Aberdeen Proving Ground, MD

9h•$85,000 - $90,000•Onsite

About The Position

Provides telephone and in-person technical support to U.S. Army Medical Research Institute of Chemical Defense (MRICD) employees regarding technical aspects of assigned products. This role involves a variety of technical tasks including communications support, network enabling, troubleshooting, and user instruction.

Requirements

Baseline certification as stipulated in DoD 8570.01 Information Assurance Technician (IAT) Level I.
(A+ CE, CCNA-Security, CND, Network+ CE, SSCP) or have one of the following certifications (A+, NET+, GSEC, Security+ CE, SSCP, CCNA-Sec, CISSP, CISA, CASP, GCIH, GSEC, or GCED)
Knowledge of hardware and/or software products required.
Must be able to obtain and maintain a Secret security clearance (generally, U.S. Citizenship required).
Must obtain and maintain any necessary security access and/or background checks.

Nice To Haves

Three plus (3+) years of experience as a Helpdesk Specialist preferred.
Familiarity with the functionality of the UPS, network equipment and environment, break-fixes with spare parts replacement, cable patching and expansion, fiber install coordination.
Familiarity with Microsoft Office products, internet and browser usage, email products (Microsoft Outlook preferred), basic operating system/networking/hardware troubleshooting, call center ticketing system (Remedy or similar applications), and SharePoint.
Strong communications skills and ability to communicate technical issues effectively.
Capable of providing PC software and hardware troubleshooting.
Ability to install telephones, punch-down blocks, and provision analog and digital phone lines, emergency radios, and Secure Voice Over IP (VoIP) telephones.

Responsibilities

Provides communications support including telephone installs, punch-down blocks, provisioning of analog and digital phone lines, emergency radios and Secure Voice Over IP (VoIP) telephones.
Submits Line of Service Request (LSR) for telephone repairs and changes.
Performs special projects such as network enabling KIOSK monitors, wireless, SIPR crypto infrastructure reconfiguration.
Maintains and ensures operation of emergency radios.
Answers specific questions about installation, operation, configuration, customization, and usage of assigned products.
Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
Escalates complex problems to senior level contract support team members.
Uses problem management database and help desk system.
Diagnoses, troubleshoots, maintains, and repairs unclassified and classified systems, network issues, iPhones and other devices.
Installs, troubleshoots, repairs, and instructs users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc.
Performs password resets and system configurations.
Identifies responsible group for problem resolution and escalation when necessary.
Responsible for testing and troubleshooting issues with existing and new phone lines.
Maintains regular and punctual attendance.
Performs other duties as assigned.