Job Description

• Provide installation and support of desktops, laptops, printers, multifunction devices, mobile phones, and tablets.
• Develop, maintain, and disseminate a listing of all currently supported and approved software, hardware, and peripherals.
• Respond to all problem calls and dispatch the appropriate category of support which shall include warranty service providers and external software vendors.
• Coordinate repair/replacement parts with the manufacturer if the hardware or software is still covered by OEM warranty.
• Perform repairs for items not covered by warranty.
• Provide technical support for installs, configurations, upgrades, and advanced troubleshooting on communication problems, application problems, Internet operation and access questions, virus assistance, hardware and software implementation or integration problems, and a myriad of additional problems or requirements.
• Provide: troubleshooting for IP and some non-IP based desktop systems, peripherals, communications devices, operating systems, and desktop application software; installation of or assisting with installation of client-based desktop software; reporting security breaches; and providing software application assistance for commonly used office automation applications purchased from standard AF support contracts.
• Provide desktop engineering support consisting of demonstrating a complete knowledge of base communications; successful troubleshooting of application level issues, hardware issues, operating system level issues, and network level issues; understanding how network printers and scanners function; and supporting smart mobile devices and users.
• Develop, maintain, and document efficient processes for desktop configuration management and associated implementation of upgrades and maintenance.
• Install and integrate PC hardware and supported software.
• Establish and maintain baselines for all workstation and peripheral device configurations.
• Develop and maintain documented processes for the efficient deployment and retrieval of PC, laptop, printer, multi-function printer, and PC-related hardware and software applications while meeting defined performance standards.
• Maintain and support peripheral equipment for client devices including printers, scanners, mobile computing devices, CD/DVD duplicators, and special purpose hardware and software as required by the Government.
• Maintain client support for LAN access and remote access via VPN and wireless services.
• Ensure all software operating on Government computers is legal, licensed, and approved for install.
• Maintain current anti-virus protection and AF computer emergency response team compliance, manage Government-provided anti-spyware software, and report compliance on a monthly basis or as required by the Government.
• Ensure all required critical and spare parts are identified for purchase and are on hand within e-Official records.
• Provide spare part status reports on a monthly basis or to the COR as needed.

Qualifications

5+ years experience providing client service support. Associate’s degree in a related field. Must be Security+ CE certified. Must be able to obtain a Microsoft certification (e.g. Microsoft 365 Certified: Fundamentals) within six months of hire. Experience with tier II and tier III touch maintenance. Experience installing, configuring, and troubleshooting desktops, laptops, and peripherals. Able to maintain technical documentation and inventory. Excellent writing and diagramming skills for technical documentation. Excellent business communication, presentation and interpersonal skills. Must be a US citizen and hold a current Secret clearance.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

Additional Information

All your information will be kept confidential according to EEO guidelines.