Job Description 

The Client Support Administrator (IT TECH II) 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/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. 

• Maintain local standard operating system and local/standard client application software to current Army configuration, service pack, patch, and security fix and virus definition standards. 

• Perform troubleshooting to resolve desktop baseline application and E-Mail problems. 

• Coordinate standard system image configuration changes with the SCCM Image Team. 

• Provide guidance to desktop services technicians, assigned users, and peers. 

• Install, configure and maintain desktop applications. 

• Configure Standard Army application systems. 

• Install, configure and maintain desktop Commercial off-the-shelf (COTS), and Government off-the-shelf (GOTS) authorized client applications. 

• Perform commercial hardware repair on Dell and HP computer systems. 

• Assist System Administrators with testing of local client applications and security patches. 

• Create/update documentation for conventional technical processes. 

• Assist System Administrators with installing/testing of system software or network hardware configurations and coordinate the documentation of all client hardware and software changes, to include generating and modifying procedures for the Standard Operating Procedure (SOP)/User’s Guide. Use the Army Enterprise Service Desk system to create, modify, update and resolve new or assigned customer support request incidents. 

• Assist in the preparation of technical documentation and configuration change requests. 

• Clearly and concisely communicate correct information in response to telephone assistance calls, user requests, technical questions, or when attending meetings as a technical representative, to technical and non-technical users at all levels of the command. 

Qualifications 

• Clearance:  Active Secret (must be US Citizen) 

• Comptia Security+, DoDD 8570.01-M; appropriate Computing Environment (CE) certification for the operating system(s) and/or security related tools/devices supported. 

• Minimum of two (2) years of client support AND Six (6) or more years in deploying systems in a MS Windows-based environment. 

• Three (3) or more years of specialized experience working in a MS Windows 7/8/10 environment supporting Windows Server 2003/2008, MS Exchange, MS Forefront Threat Management Gateway (Forefront TMG), formerly known as MS Internet Security and Acceleration Server (ISA), Share Point, SQL Server 2005 or current releases of all OS and application software. 

• Knowledge of Storage Area Network (SAN), Network Area Storage (NAS), Clustering, Active Directory, AD Group Policy Management, Windows Internet Naming Service (WINS), Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP) and a high proficiency with TCP/IP protocol. 

• Knowledge of Windows architecture and internals, including file system, registry, networking, and security. 

• Knowledge of MS Windows installation and deployment methodologies to include creation and customization of unattended installation scripts. 

• Experience in analyzing, designing, configuring and troubleshooting networking operating systems. 

• Experience in deploying packages in a Windows Active Directory environment. 

• Experience with various software products (ex. Symantec Backup Exec or NetBackup) that perform and maintain backup resources.