IT Support Specialist, Tier 2

Full-Time

Location

Fort Rucker, AL

Position Overview

The IT Specialist will support services under the U.S. Army Aviation Center of Excellence (USAACE) Information Technology System Service 2 (ITSS 2) at Fort Rucker. 

• Installation, maintenance, diagnosis, and repair hardware and operating systems troubleshooting support.
• Includes software support from key vendors (Microsoft, Office 365, Adobe, etc.).
• Will ensure the proper team (Server, Network, Telecom, and Messaging) is aware of, and acting on any problem causing desk side issues.
• Adherence to established Company-IT support processes and service procedures.
• Will ensure Company-IT policies are being followed on supported devices.
• Responsible for asset and inventory tracking for all Company/Client equipment on site.
• Ensures customer satisfaction by advising customers of configuration and environmental factors which may impact product and system performance.
• Responsible for issue tracking and resolution of tickets within the client SLA. Must manage ticket workflow and obtain/maintain high client satisfaction Ratings.
• Participate in corporate projects as assigned.
• Will act as liaison to the IT organization.
• Support student onboarding by validating student network access.
• Ensure all requirements are met by the student while in processing to allow for network access.
• Provide direct, indirect, logical, and physical support for all Student IT devices to include but not limited to: HD replacement, RAM upgrades, system convergence, troubleshooting, software updates, hardware update, and connectivity issues.
• Troubleshooting student devices when faults are encountered.
• Document all faults encountered and remediation of faults.
• Monitor the local ticketing system continuously during hours of operation and complete/close-out the tickets within the system.
• Monitor the helpdesk phones during business hours and submit tickets on the behalf of the caller.
• Issue IT equipment to student classes and train the class on proper usage.
• Patch and keep machines updated with the most up-to-date patches.

Mandatory Requirement

• Active DoD Secret Security Clearance.
• Must have current Security CE Certification (IAT Level II).

SKILLS & QUALIFICATIONS:

• 2-4 years of experience working in a corporate business office.
• End to end tablet support, such as Microsoft Surface, iPad, and Android devices.
• Technical knowledge of the supported platforms as well as a working knowledge of hardware.
• Strong client communication skills will need to be able to support executives through general end-users.
• Win7/Win10 OS support, Office 2016 Support, Email flow support from Microsoft O365 to all Client provided devices.
• Demonstrate problem determination and resolution of desktop hardware and software issues through the effective use of available technical resources or IT Vendor provided role.