IT Support Specialist (Workstation Administrator)

Ardent•Fort Riley, KS

21h•Onsite

About The Position

Ardent is seeking an IT Support Specialist to serve as the sole on-site Workstation Administrator (WA) for the Fort Riley TAP IT systems. This role is the primary interface between TAP and the local Network Enterprise Center (NEC), responsible for the planning, installation, configuration, troubleshooting, and maintenance of TAP networked systems and end-user IT assets, and for providing customer-centric IT support from first contact through closure of each request or incident.

Requirements

Ability to gather, analyze, and present facts, and to interpret and apply rules, regulations, and procedures.
Working knowledge of current automation technology, computer security, and communications connectivity requirements.
Knowledge of computer network administration; LAN/networking technology (capabilities, equipment, operating systems, topologies) and data communications (protocols, architectures, equipment).
Knowledge of data/process modeling methodology, information-processing standards, and configuration-management principles.
Knowledge of common micro/minicomputer hardware, peripherals, and software, and Army Information Management / automated data processing guidance.
Ability to meet and deal with customers using a high degree of tact and diplomacy.
Valid computer environment training certificate — CompTIA A+, Network+, or Security+ (or DoD 8570.01-M IA baseline-equivalent). A 6-month grace period from first day of employment is permitted if not already held.
Willingness to register in the Army Training Certification Tracking System (ATCTS) at commencement of services; complete DoD Information Assurance Awareness prior to information-system access and annually thereafter.
Willingness to complete Antiterrorism (AT) Level I awareness training within 30 calendar days of start and annually thereafter.
Willingness to complete iWATCH training within 30 calendar days of contract award and within 5 calendar days of start.
Willingness to complete OPSEC Level I Awareness training within 30 calendar days of reporting for duty and annually thereafter.
Willingness to complete an annual computer-security brief certification within 5 business days of gaining computer access.
Willingness to complete a Privacy Act briefing within 10 workdays of contract award/new assignment, and annually thereafter.
Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process.

Responsibilities

Serve as Workstation Administrator (WA) for TAP IT systems; serve as the primary liaison between TAP and the Fort Riley Network Enterprise Center (NEC).
Identify and track modifications required to enhance and maintain installed hardware/software configurations of assigned systems; ensure planned and actual installations are accomplished IAW NEC standards.
Establish and maintain a Fort Riley ITSM account and an Information Assurance Security Officer (IASO) account; submit a monthly printout of all ITSM trouble tickets to the COR.
Establish and maintain an internal trouble-ticket log for all user-reported IT problems; provide a monthly trouble-ticket report to the COR.
Attend Fort Riley Information Management Officer (IMO) training and all monthly IMO meetings hosted by the NEC.
Provide customer support: field help requests by phone and work order in a courteous manner; diagnose and resolve reported hardware/software problems for TAP staff and classroom facilitators.
Facilitate user logins to TAP systems; administer assigned user accounts and file-rights management; apply diagnostic utilities to troubleshoot issues.
Identify trends/patterns in support requests and participate in developing improved TAP IT processes and procedures; serve as liaison between TAP staff, NEC, and end users.
Ensure unauthorized IT access is identified and reported immediately to the COR; enforce security/Information Assurance policies and protocols on TAP systems.
Configure applications, system software, hardware, and local peripherals; install, configure, troubleshoot, and maintain customer hardware and software; monitor NEC-pushed software and updates.
Track IP addresses and data-jack numbers for all networked hardware; establish and resolve connectivity between local and NEC systems.
Open a trouble ticket for any unresolved hardware/software issue; install and configure new TAP IT systems within two (2) workdays of receipt.
Analyze and define network requirements; assist with network architecture, capacity, and workload monitoring; diagnose and resolve network problems.
Apply information security/information assurance policies, principles, and practices in the delivery of all network services.
Submit weekly workload and work-order status reports to the COR.
Comply with all COVID-19 and other Fort Riley health/safety guidance as directed.