Provides technical assistance to computer users.
Identifies logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalating to next Tier for assistance.
Updates and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
Plans and leads major technology assignments.
Evaluates performance results and recommends major changes affecting short-term project growth and success.
Functions as a technical expert across multiple project assignments.
Deliver 24/7/365 IT technical support to approved seat service USACE end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
Provide timely restoration and proper maintenance of USACE laptops/tablets/workstations and peripheral devices.
Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies.

Requirements

Associates Degree.
6 years of experience in Computer User Support.
Comprehensive knowledge of IT Technical Support.
Knowledge of Lifecycle Replacement of Equipment.
Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications).
COMPTIA Security Certification.
Secret Clearance is required.
Must be able to pass a background check.

Benefits

Medical, Dental and Vision Insurance
Wellness Program
Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
Short-Term and Long-Term Disability options
Basic Life and AD&D Insurance (Company Provided)
Voluntary Life and AD&D options
401(k) Retirement Savings Plan with matching after one year
Paid Time Off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT technical supportincident ticketing systemlifecycle replacement of equipmentasset management lifecycleconfiguration of devicesinstallation of devicesmaintenance of devicestroubleshootingdiagnosing incidentsresolving software conflicts

Soft Skills

technical assistanceproblem-solvingcommunicationplanningleadershipevaluationrecommendationinterpersonal skillscustomer servicecollaboration

Certifications

Associates DegreeDoD 8570 IA Baseline CertificationIAT Level IA+ CENetwork+ CESSCPCCNA-SecurityCOMPTIA Security CertificationSecret Clearance