IT Service Desk Technician

CAE • Ft Hood, TX

1d • Onsite

About The Position

The IT Service Desk Technician coordinates IT tasks and functions for the Fort Hood CAE Training Center as a member of the Training Systems Support Center (TSSC). The role provides direct on-site support to classrooms, briefing rooms, and program hardware and software, and supports the department’s quality assurance and training management systems. The technician oversees and coordinates service desk activities, manages and documents help requests, supports users and training equipment, and assists with hardware and software lifecycle planning and inventory control.

The position also supports departmental procedures, quality assurance processes, compliance audits, corrective actions, and service level agreements. It provides networking and information systems support for training devices and networks, performs systems interface and fault isolation, and maintains a safe and clean work environment as required.

Work is performed in office and manufacturing environments and may include flight simulators, maintenance areas, classrooms, projection rooms, simulator high bays, shop floors, and hydraulic pump rooms. The employee may need to work any day or shift, work overtime, remain on call 24x7, and travel domestically and internationally as required. U.S. citizenship is required under U.S. Government contract requirements, and the incumbent must be eligible for a DoD Personal Security Clearance.

Requirements

• Requires 2 to 4 years of experience with a BS/BA, or 0 to 2 years with an MS/MA or military experience.
• Advanced IT knowledge and troubleshooting skills.
• Ability to work independently and as part of a team, with minimal supervision.
• Advanced knowledge of computer hardware and software configuration, including peripheral devices.
• Basic understanding of computer networking.
• Good oral and written command of English.
• Superior customer service skills.
• Reliable transportation and availability for on-call work.
• Must be a U.S. citizen due to U.S. Government contract requirements.
• Must be eligible for a DoD Personal Security Clearance.
• Must comply with company security and data-protection policies and procedures and properly handle company, government, and proprietary information.
• Must be able to work overtime on and off shifts as required and be on call 24x7 for problem resolution.
• Must be able to work any day of the week and any shift to support customer training and maintenance requirements.
• Must be able to lift at least 40 pounds overhead, walk and/or climb stairs and a ladder into a simulator or airplane cockpit, and distinguish colors.
• May be exposed to extreme heat, airborne particles, and loud noises.
• Must be able to travel domestically and internationally as required.

Nice To Haves

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret complex customer requirements and attitudes from verbal, non-verbal, and written communication.
• Ability to read and understand IT infrastructure schematics, drawings, and procedures.
• Ability to read, analyze, and interpret complex written and technical documents and diagrams.
• Ability to respond effectively to sensitive inquiries and complaints.
• Ability to generate effective oral and written presentations and proposals on complex subjects.

Responsibilities

• Report to the TSSC Manager and oversee and coordinate IT Service Desk activities.
• Prioritize and address helpdesk tickets according to TSSC procedures, coordinate with IT team members, and ensure timely action on service tickets.
• Monitor hardware and software and support lifecycle management planning.
• Install, configure, troubleshoot, and support software packages; test fixes to confirm problems are resolved.
• Support technical classroom equipment, including projectors, TVs, satellite receivers, and smart boards.
• Document help requests in the electronic ticketing system and record the problem-solving process through final resolution, including successful and unsuccessful decisions and actions.
• Escalate problems to appropriately experienced technicians when required.
• Provide new students with orientation regarding course material and TSSC services, and provide employees with computer network infrastructure orientation.
• Assist in preparing, maintaining, and upholding departmental procedures for logging, reporting, and statistically monitoring TSSC operations.
• Document desktop equipment and component failures, repairs, installations, and removals.
• Update hardware and software inventory control records.
• Support the quality assurance program by maintaining processes, procedures, job aids, operational oversight, and service level agreements.
• Participate in internal compliance audits and follow up on improvements and corrective actions for the department management system.
• Perform systems interface and fault isolation, and apply fundamental troubleshooting procedures to computer interfaces and peripheral equipment.
• Provide networking and information systems support on training devices and networks.
• Perform facility and housekeeping tasks in areas not covered by the janitorial services contract to maintain a safe and clean work environment.
• Comply with company security and data-protection policies; properly mark and handle information and materials, limit access to personnel with a need to know, and store government and proprietary information electronically on company-provided resources.
• Work overtime and on-call hours as required, and support customer training and maintenance requirements across any day or shift.
• Travel domestically and internationally as required.

Benefits

• Comprehensive and competitive benefits package.
• Flexibility that promotes work-life balance.
• A work environment where employees are valued, respected, and safe.
• Freedom to take initiative and make decisions.
• Recognition, professional development, advancement, and opportunities to have fun.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level