Job Description 

The IT TECH III - Client Support Administrator is part of a dynamic team that delivers Information Technology, Digital Trainer and Logistics, which includes private networks used to conduct training and training support for our DoD Customer.  The successful candidate (s) shall provide client administration for Microsoft desktop and laptop systems. 

Duties and Responsibilities: 

• Perform Helpdesk Service Desk Operations; Triage Incident tickets issued according to their assigned area(s) of responsibility utilizing the Remedy Work Ordering system. 

• Respond/acknowledge and resolve service ticket within established timeframes from receipt of the incident/call for touch labor support. 

• Provide network registration of client equipment into the current installation software/asset management application. 

• Establish new, maintain, delete, and troubleshoot Active Directory client accounts/client systems. 

• Trouble-shoot and resolve user/client standard application/configuration problems via telephone assistance call, remote control and at user locations. 

• Makes recommendations to Information Technology (IT) Information Integration Division for the Sustainment Center of Excellence (SCoE).   

• Uses broad knowledge of IT concepts, principles and methods to perform analysis and provide solutions to challenging problems.   

• Responsible for support of computers and applicable equipment over their complete life cycle to include setup/configuration, software installation and assistance, troubleshooting, and maintenance for all administrative and operational systems.   

• Provides expert technical support to image computers using the approved Microsoft OS and Army Gold Master baseline image.   

• Required to be thoroughly knowledgeable in the use of software tools and processes to load software images on and configuration to manage the supported computers.   

• Maintains expert knowledge of PC architecture and hardware and software capability and configurations.   

• Works with other specialists to prioritize and accomplish assigned tasks associated with customer support functions. Utilizes acquired knowledge to balance user requirements, available resources and organizational goals and objectives while striving to maintain top quality customer service.   

• Responds to phone, in-person inquiries, and the online service request (work order) system from a wide variety of customers.  

• Personally respond or refers customer problems to the appropriate resource for response to inquiry or resolution of problems, coordinating problem resolution as necessary, and logging all significant events into the database.   

• Primary provider of direct customer support.   

• Keeps contractor team members apprised of new developments in available hardware and software as well as new local and command wide developments.   

• Works with other contractor team members to identify and eliminate chronic computer problems and share lessons learned with other computer specialists within and outside the organization/installation.    

• Participates in formulating and implementing innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness.   

Qualifications 

• Clearance:  Active Secret (must be US Citizen)  

• Requires a Bachelor’s Degree in Computer Science, Information Systems, or related field of study, or eight (8) or more years related experience.   

• Must obtain appropriate Computing Environment (CE) certification for the operating system(s) and/or security related tools/devices they will support.   

• Computing Environment certification shall be in accordance with Department of Defense directive 8570.01-M IAT Level II to include Information Assurance Training, Certification, and Workforce Management. All certifications and training must be maintained throughout the contract.   

• Must have a minimum of eight (8) years of client support in a Microsoft Windows-based environment (current Microsoft environment is Windows 10 with Office 2013).   

• Must have at least five (5) years of specialized experience deploying Microsoft Windows systems and have at least three (3) or more years of specialized experience working in the Microsoft Windows environment supporting Windows Server 2003/2008, Microsoft Exchange, Microsoft Forefront Threat Management Gateway (Forefront TMG), formerly known as Microsoft Internet Security and Acceleration Server (ISA), Share Point, SQL Server 2005 or current releases of all OS and applications.