IT Service Desk Specialist Level I

We're seeking an IT Service Desk Specialist Level I with a working knowledge of current Microsoft desktop operating systems and other software used at the Defense Health Agency (DHA) or Government offices to provide day-to-day management and support of the WPAFB desktop computing environment, First-Line Troubleshooting & User Support

• Answer IT support calls, provide walk-up desk support, and respond to user questions.
• Provide desk-side and remote user assistance to resolve software and hardware problems that cannot be resolved remotely by the enterprise GSC.
• Assist with first-line troubleshooting for account issues, including System Authorization Access Requests (SAAR) and Active Directory (AD).
• Provide Tier II technical customer service and support to users regarding all facets of In and Out-processing.
• Direct out-of-scope calls or issues that do not belong to the local site back to Tier 1 (enterprise service desk).

Hardware, Software, & Touch-Labor

• Provide on-site touch-labor, including the integration, configuration, and installation of authorized hardware, software, and peripherals.
• Install and configure internal workstation components, such as network cards, sound cards, video cards, and other hardware expansions.
• Support local technology acquisition and lifecycle management (LCM) for desktops, laptops, tablets, printers, and other IT hardware.
• Prepare IT systems according to Air Force and AFMS configuration guidelines from new equipment through full lifecycle.
• Perform data migration by copying all stored data and files to new equipment and verifying that all data and files are present and functional before completing a deployment.

Ticket & Inventory Management

• Manage the IT Service Desk queue, completing incidents, cases, and request tickets in a timely manner according to SLA performance objectives.
• Acknowledge all assigned trouble tickets and ensure the customer receives correspondence within 24 hours by updating the ticket in progress or leaving detailed notes.
• Document all work performed accurately within the Incident Management System (ServiceNow).
• Follow established DHA procedures to request and obtain software licenses.
• Keep a current, strictly accountable inventory of all equipment from the initial receipt of hardware from the Logistics Division to the return of recovered equipment.
• Clearly document the old and new serial numbers of any serially numbered component that is replaced, following all procedures for equipment tracking and the return of defective parts.

• Mandatory valid CompTIA Security+ certification.
• Current with desktop Microsoft Operating System and other software being utilized within DOD or Government offices, as evidenced by experience and course completion of that operating system.
• At least one (1) year of experience in troubleshooting and repairing both hardware and software-related issues.
• Complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a large critical environment.
• Experienced in workstation maintenance and support.
• Experienced in troubleshooting and repairing the standard set of peripherals for a workstation in an enterprise medical environment.
• Ability to demonstrate high standards of customer support and produce high customer satisfaction.
• Meet the requirements for an IAT Level II position as defined in DOD 8570-01-M.

Related experience and/or education:

Candidates MUST have U.S. citizenship or the ability to obtain it and pass a government background investigation.