IT Support Lead

E Logic•Tampa, FL

1d•Onsite

About The Position

E-Logic, Inc. is seeking a highly motivated IT Support Lead to provide comprehensive information technology support services for the Military & Family Readiness Center (M&FRC) at MacDill Air Force Base. In this role, you will be responsible for the oversight, maintenance, and troubleshooting of all commercial IT systems, including laptops, printers, audio/video equipment, Wi-Fi infrastructure, and other technology assets used in support of M&FRC programming. You will serve as the primary technical expert for the M&FRC team, ensuring all commercial IT systems are operational, secure, and accessible to both staff and customers. This position requires exceptional technical aptitude, strong problem-solving skills, and the ability to operate effectively within a secure federal environment.

Requirements

Minimum of three (3) years of experience related to administrative, data entry, and IT duties as outlined in the PWS.
Proven ability to troubleshoot basic Microsoft Windows applications, including printer mapping, cloud permissions, network access, files management, driver support, and other general settings.
Hands-on understanding of setting up, troubleshooting, and utilizing MS Teams to support agency virtual training, meetings, and appointments; capable of assisting staff in MS Teams usage.
Experience managing a commercial Wi-Fi network, including setting up accounts, logins, access points, coverage, software/firmware updates, and laptop connections.
Knowledge of Air Force troubleshooting procedures, including the ability to generate work orders to resolve issues outside the contractor's administrative rights.
Strong customer service skills with the ability to deal professionally with internal and external customers.
Excellent written and verbal communication skills in English.
Capable of adapting to changing priorities and tasks.
Ability to learn and work independently and efficiently.
Must be a U.S. Citizen.
Must successfully complete a National Agency Check (NAC) before beginning work.
Must be eligible to obtain and maintain a Common Access Card (CAC).
Must complete all required Total Force Awareness Training (TFAT) prior to gaining access to AF Network computers.
Must comply with DoD 5200.2-R (Personnel Security Program) and AFI 33-119 (Email Management).
Must update AtHoc profile with current contact information for incident notifications.

Nice To Haves

Experience or knowledge of the Military & Family Readiness Center (M&FRC) operations.
Familiarity with Air Force unclassified network/security structure.
Knowledge of inventory accountability and warranty tracking processes.

Responsibilities

Oversee and maintain all commercial IT systems, including laptops, audio/video equipment, fax machines, scanners, printers, monitors, routers, and other equipment used in support of M&FRC programming.
Utilize the existing IT support ticket system to account for, track, and document all IT support needs of M&FRC staff.
Ensure commercial laptops are operational, maintained, and available for use; perform software installations and updates, virus scans, Wi-Fi connections, printer access, hardware support, inventory accountability, and warranty tracking.
Assist staff with AF Network laptops within the capacity allowed by network security access; submit tickets to the appropriate support level for issues outside administrative rights.
Ensure printers are operational and maintained, including cartridge/toner replacement, printer mapping, error code resolution, and maintaining an inventory of toners (both commercial and AF Network printers).
Ensure commercial Wi-Fi and supporting infrastructure is operational, updated, and accessible to customers and M&FRC staff; maintain administrative access/control of Wi-Fi systems and assist staff/customers in connecting to Wi-Fi.
Provide support for mobile hotspots using equipment provided by M&FRC.
Ensure existing video, projector, and audio systems used in conference rooms and classrooms are operational and ready to support content delivery.
Support the use of MS Teams, local shared drives, drive mapping, access permissions, and maintain an overall understanding of Air Force unclassified network/security structure.
Using an issued CAC, maintain access to the AF Network and complete all required operational security and training.
Provide recommendations on future equipment needs, upgrades, or enhancements to improve existing infrastructure and support.
Maintain a list of supplies and equipment and provide the Flight Chief with adequate notice for reordering.
Provide training to staff on the use of equipment and software.
Ensure all government-furnished equipment and identification are returned upon contract termination or expiration.