ROLE

• Provide corrective action and diagnose problems through phone, electronic communication and in-person support
• Provides technical support to end users on a variety of computer, software, printer, web, and mobile issues
• Identify, research, and resolves technical problems
• Respond to telephone calls, email and personnel requests for technical support
• Document, track, and monitor problems to ensure a timely resolution though the approved ticketing system
• Provide Tier II support to end users for either Personal Computer (PC), server, or applications and hardware
• Interact with network services, software systems engineering and/or applications development
• Help restore service and/or identify and correct core problems
• Simulate or recreates user problems to resolve operating difficulties
• Recommend systems modifications to reduce current and future user problems
• Interact with the ServiceNow & AFNET Remedy Trouble Ticketing system to documents issues and resolutions
• Provide support for Video Teleconferencing program
• Maintain/troubleshoot Network Connectivity issues
• Support Global Service Center with installing, maintaining and securing clinical workstations with Standard Desktop Image
• Install and configure PC-based medical application client software
• Perform basic PC hardware troubleshooting
• Support Refresh of IT/Medical IT Asset Hardware by deploying new computer equipment to MTF staff
• Provide support in installation of clinical end user devices, network devices, and peripheral devices
• Assist Tier III teams with installing medical applications and servers
• Assist Tier III teams with troubleshooting and resolving problems with MTF Infrastructure, IT Shared Services, and medical applications/servers
• Provide support in maintenance of business continuity and disaster recovery program
• Provide support in LAN/WAN/PC/Server-related security program
• Support MTF with Video Teleconferencing program
• Manage functional application of an automated call distribution system
• Maintain library of current scripts, software media, and licenses
• Provide support in installation of clinical end user devices, servers, network devices, and peripheral devices
• Provide support in network upgrade and expansion as needed
• Interface with base communications squadron personnel as needed. Perform the following Information System Security functions for the MTF network, IT Shared Services, and MTF-hosted medical applications/servers
• Assist Tier III teams in applying software updates, security patches and DISA STIGs
• Assist Tier III teams with mitigating vulnerabilities
• Complete and maintain currency of 6 MDG required training

• CompTIA Security Certification
• Proficiency in configuration and operations of network infrastructure and functions systems components
• Proficiency in hardware and software on a large Military Treatment Facility campus
• Knowledge on new technologies, requirements, systems integrations, and applications
• Strong oral and written communication skills

• Progressive and relevant experience
• Ability to lift 40lbs
• Multi-tasker — handle a variety of complex assignments
• Independent when devising approaches and proposing solutions to issues
• Innovative

• CompTIA Security Certification

• Master’s degree preferred
• Bachelor’s degree required

• 3250 Zemke Ave, Tampa, FL 33621

• N/A

• U.S. citizenship is required since this role supports the U.S. federal government

• U.S. Air Force (AFB)

• May be required to travel to local facilities 6 MDG and/or partner facilities via privately owned conveyance

• 40 hours per week
• 8 hours per day

• Employment Classification Eligibility — Non-Exempt

• Not eligible for relocation benefits