Computer Support Specialist [15252] - ATR Profile

Title: Computer Support Specialist
Location: Austin, TX
Citizenship/Clearance Requirement: US Citizen with an active Secret Clearance required. This position supports a government contract

The Computer Support Specialist assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. Provides assistance to users and organizations using computer software or equipment. Properly diagnoses problems and guides users through problem resolution. Sets up, image or repairs computer equipment and related devices. Trains users to utilize new computer hardware or software, including printing, installation, word processing, and email. Responds to phone, web, fax and email requests for assistance using remote tools and automated trouble ticketing system. Makes site visits to provide touch labor. Provides account management.
Essential Duties and Responsibilities: (Not listed in order of importance; other duties may be assigned) and must be able to perform the following with minimal guidance:

- Deploy Government-provided interoperable and integrated standard common user office automation desktop software as approved for use by the Army Golden Master program.
- Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers; priority support (as defined in the AITP service catalog) for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate Government management personnel.
- Resolve desktop problems via Remote Control; add/delete accounts and reset passwords as needed; assist with IAVA remediation.
- Install, configure, troubleshoot, relocate, and repair desktops, hand held devices, and printers.
- Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
- Troubleshoot WiFi and GFE provided broadband devices and VPN connectivity.
- Utilize network monitoring tools to monitor and proactively respond or alert appropriate support personnel.
- Submit daily systems reports and contact next level of support to escalate unresolved problems.
- Answer HELPDESK calls and utilized automated incident tracking systems to record work orders. Provide technical customer support.
- Configure, diagnose, reimage, reload, utilize, troubleshoot and repair all MS Windows based laptops and desktops loaded with Windows vista and Windows 10 OS and all associated peripheral devices.
- Configure, diagnose, reload, utilize troubleshoot and repair all MS Windows Office 2013 applications with a good understanding of Outlook and related components.
- Configure, diagnose, reload, utilize troubleshoot and repair all NCES products.
- Configure, diagnose, reload, utilize troubleshoot and repair all Jabber Instant Messaging (IM) applications.
- Configure, diagnose, reload, utilize troubleshoot and repair all WiFi and AirCard applications and wireless services.
- Configure, diagnose, reload, utilize troubleshoot and repair all handheld devices and hand held device Common Access Card (CAC) Smart Card readers.
- Utilize Active Directory tools to manage and create objects in MS Server. Utilize remote tools to connect to remote desktops. Applications include SCCM.
- Assist users during briefings and events with all collaborative tools such as Google Earth, Defense Cyber Operations (DCO) Connect Online, Jabber, Portals, and alert systems.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
- High school/GED
- 3+ years of experience performing PC maintenance functions
- Must possess and maintain an IT I level certification IAW AR 25-2 and an IAT II certifications IAW DoD 8570.01-M and BBP 05-PR-M-0002
- MS Desktop Support Technician or equivalent certification preferred
- Secret Clearance

Knowledge:
- Candidate must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.
- Extensive knowledge of Applications
- Extensive knowledge of PC Software, Operating Systems/Windows 7, 10, MS Office applications with strong Excel skills, Outlook and Internet Browser. Citrix and virtualization knowledge a plus
- General knowledge of Windows technology and TCP/IP networking

Abilities:
- Ability to organize, prioritize and meet deadlines
- Capable of conveying complex information in a simplistic manner
- Strong critical thinking and problem solving skills
- Strong self-starter requiring minimal supervision
- Able to take proactive measures to prevent problems rather than reactive by nature
- Strong verbal and written communication to effectively express concepts, plans, and proposals

Physical Requirements
Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weigh up to thirty (30) pounds as necessary.
Security Clearance:
Position requires an active DoD Secret security clearance
Job Type: Full-time