Computer Support Specialist

V2X•Saint Helena, CA

2d•Onsite

About The Position

We have an opportunity for a Computer User Support Specialist to join a dynamic, fast-paced environment providing IT end user support to the Ascension Island Service Desk team. Currently this is an onsite eligible position; However, the V2X reserves the ability to assign to full time support requirement in the future. The Computer User Support Specialist provides front-line technical support to end users on a variety of IT and communication systems. This position is responsible for troubleshooting hardware, software, and network issues; maintaining desktop and peripheral systems; and ensuring customer service excellence in support of the Air Force and DoD IT operations.

Requirements

One (1) - three (3) years of experience providing technical support and IT assistance in an enterprise or military environment.
Must have a High School Diploma/ GED
Secret Clearance
CompTIA A+, Security+ (preferred)
DoD 8570 compliance if elevated privileges are required.
Customer service, preferably gained within a call center-like environment.
Strong written and verbal communication skills; ability to support users with varying technical abilities.
Providing IT related support or troubleshooting.
Proficiency with Windows and Linux environments, DoD SDC configurations, remote troubleshooting tools, and ITSM ticketing systems.

Nice To Haves

Familiarity with DoD cybersecurity policies, DISA STIGs, and IA training requirements.
Experience using government asset management tools (e.g., CIPS, IMDS, CAIRS, NETCENTS).
Understanding of incident response and escalation procedures.

Responsibilities

Provide technical assistance to computer users.
Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Provide customer support and IT service desk functions including incident response, troubleshooting, and resolution for desktop systems, mobile devices, printers, VoIP phones, and software applications.
Respond to and resolve trouble tickets using REMEDY or other Government-approved systems in accordance with specified response and resolution times (Table AH-1).
Install, configure, update, and maintain desktop and laptop computers, peripherals, and client/server devices (classified and unclassified).
Perform client-side support for personal wireless communication systems (PWCS), public address systems, and CAC unlock/reset procedures.
Create, modify, and delete user accounts for data, voice, and video services, including Active Directory and other network access tools.
Assist users with application-specific questions and provide functional support for approved government and commercial software.
Implement security patches, updates, and anti-virus scans in accordance with the Government’s cybersecurity and compliance standards.
Maintain detailed documentation of support actions, trouble tickets, trends, and resolutions, and provide regular status reports to leadership.
Assist with network monitoring, detection of system issues, and participate in performance trend analysis to improve IT service delivery.
Provide on-site presence as needed to support launch operations and other mission-critical tasks.
Support the setup, operation, and teardown of portable communication equipment for events and contingency operations.
This job description is not intended to be all-inclusive. The employee may be required to perform other duties as assigned to meet the ongoing needs of the organization.