Computer User Support Specialist

Position Description and Job Duties:

• Utilize government-provided software programs to ensure compatibilities between different operating systems and domains, file access methods, installed programs, and retrieval of information data.
• Analyze and rectify automation issues and distribute software using “SCCM” (Service Center Configuration Manager) remote, BOMGAR, Tanium, and/or other similar government provided monitoring, and analysis tools.
• Obtain required documentation for requirements packages for new and renewal requirements.
• Assist supported customers with the functional software and hardware applications as necessary.
• Install voice and data communications lines and equipment consisting of cabling systems, associated end connections (jacks), Customer Service Units (CSU), Direct Service Units (DSU), fiber optic devices, patch panels and other pieces of sophisticated electronic gear necessary for the installation and maintenance of state-of-the-art voice and data networks.
• Assist end users with system problems involving voice, data communications and telecommunications.
• Assist end users with moves, adds, and changes during reorganizing or restructuring office operations.
• Coordinate with installation telecommunications representatives as necessary, and in accordance with government processes and procedures.
• Maintain an accurate soft copy of on-hand and issued inventoried equipment and users by organization, name, telephone number, and location.
• Check daily help desk system for prioritized issues and resolve open service call tickets in order of priority.
• Update status consistently and close service call tickets when completed.
• Provide video-teleconferencing (VTC) setup, support and training, user guides, or customer information handouts.
• Work with commercial vendors to support VTC requirements.
• Facilitate the interoperability of unique applications with other applications, administration of operating systems software; windows-based enterprise and standard editions, database administration, Active Directory administrative functions, control and access of data storage, space allocation.
• Assist in administering local area network (LAN) and wide area network (WAN) for customer organizations and/or authorized users (as required).
• Analyze, diagnose basic computer configuration and hardware problems to resolve quickly and efficiently.
• Provide customer support, assistance, training, and orientation user guides, or customer information handouts.
• Prioritize workload to ensure the most critical issues are resolved first while troubleshooting and resolving issues in a timely manner.
• Install, configure, troubleshoot, and maintain hardware and software. hard drives, processors, NIC cards, monitors, switches, servers, firewalls, and access points.
• Collaborate with coworkers in the process of technical issue resolution.
• Assess performance of workstations and implement maintenance and procedures to maximize performance.
• Maintain software list, licensing information, and installed locations.
• Prepare all software documentation for procurement preparation.

Required Skills:

Must have any of the following IAT Level II certifications or higher:

• CCNA Security, or Cisco Certified Network Associate certification
• CySA , or Cybersecurity Analyst Plus certification
• GICSP, or Global Industrial Cybersecurity Professional
• GSEC, or Global Information Security Essentials Certification
• Security CE, or Security Plus Continuing Education
• Experience with Microsoft Operating Systems (Enterprise, Windows 10, etc.), Active Directory, and Microsoft Office Suite products
• Knowledge of US Army computer systems and policies (preferred)