What are the responsibilities and job description for the Desktop Support Technician IMCS IV Ft Knox position at People, Technology & Processes, LLC?
Position Title: Desktop Support Technician
Location: Fort Knox, KY
Clearance Type: SECRET
Compensation: $34.32/hr.
Responsibilities Include (but Are Not Limited To)
Location: Fort Knox, KY
Clearance Type: SECRET
Compensation: $34.32/hr.
Responsibilities Include (but Are Not Limited To)
- Performs the duties and responsibilities of Information Management Officer (IMO) and Telephone Management Officer (TCO).
- Provide support for the Microsoft Outlook (Current Version) e-mail users, troubleshoot software, resolve issues with computers, printers, scanners, and other end-user hardware devices.
- Provide support for the administration of remote access systems.
- Provide troubleshooting and installation support for Video Teleconferencing (VTC) systems, Nortel and Cisco VOIP desktop instruments.
- Receive, review, and respond to IT service requests and trouble tickets via the AESMP/ITSM ticketing system.
- Provide touch labor support for the installation, troubleshooting, patching, and software updates of NIPR/SIPR desktop systems when remote tools are unavailable.
- Install, configure, and support authorized desktop software, including security updates and vendor patches (e.g., service packs, hotfixes).
- Support the installation and operation of Virtual Desktop Infrastructure (VDI) and perform local troubleshooting of VDI client systems.
- Perform hardware diagnostics and coordinate with users or other NEC work centers for resolution of hardware and software malfunctions.
- Assist with release management tasks, including software licensing and deployment of new desktop configurations.
- Tailor and publish software and patch packages for distribution, validate installations, and remediate issues when necessary.
- Configure end-user systems and network devices according to Army security policies and standards.
- Support VIP users, ensuring follow-up on corrective actions within two business days.
- Create and update Standard Operating Procedures (SOPs) and technical documents for review and government approval.
- Provide weekly reports on ticket activity, resolutions, and walk-in service metrics in accordance with reporting requirements.
- Troubleshoot LAN connectivity issues, distinguish between physical and logical network problems, and adjust configurations or port allocations as needed.
- Perform tasks related to the implementation, administration, and support of Microsoft’s Windows operating system, including installation, software distribution, and implementation on client systems supported by the NEC.
- Support the implementation and adjudication of Cybersecurity and security directives.
- Recommend methods to improve NEC operations.
- Other duties as assigned.
- Assist in the management and administration of enterprise systems including:
- Active Directory, System Center, VDI, Remote Access, SharePoint, Antivirus, and Virtual Server Services.
- Perform system monitoring, fault isolation, performance tuning, patching, and configuration via coding/scripting (e.g., PowerShell).
- Administer file and print servers, virtual machines, and Virtual Storage Appliance (VSAN) technologies.
- Utilize VMware, Hyper-V, vCenter, Horizon View, and related tools for virtualization support.
- Maintain system and application security in accordance with DoD STIGs and RMF compliance.
- Manage system logs and provide remediation for faults or performance issues on NIPR/SIPR systems.
- Support 7 enterprise system actions monthly, ranging from routine patching to advanced re-networking tasks.
- Respond to server-related AESMP/ITSM trouble tickets, service orders, and work requests.
- Plan and conduct installations, testing, updates, and cybersecurity patching for server systems.
- Maintain documentation of parts, changes, and service activities in the ticketing system.
- Provide guidance to NEC staff and Information Management Officers (IMOs) on cyber compliance and system hardening.
- Support the creation and update of SOPs, Technical Training Plans (TTPs), and RMF artifacts.
- Troubleshoot server-side and end-user cybersecurity problems and recommend system modifications to improve reliability.
- Provide remote or on-site support for server incidents and support system back-ups, storage, and restoration activities.
- High school diploma required.
- Valid Driver’s License.
- CompTIA Security CE or equivalent IAT Level II certification (DCWF 451).
- 2 years of desktop support or system support experience in an enterprise IT environment.
- Working knowledge of Windows operating systems, Microsoft Office, and Army Gold Master images.
- Proficient with AESMP/ITSM ticketing systems and incident response protocols.
- Proficient with TMS.
- Proficiency with hardware diagnostics, remote tools, and VDI environments.
- Proficient in Microsoft Workstation Operating System platforms and Microsoft Office applications current and future inventory as approved by DISA and other standard systems and software used by customers.
- Knowledge of current Windows Server operating systems and future versions that may be deployed during the contract period.
- Knowledge of common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, etc.; ability to quickly learn unique GOTS applications.
- Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.
- Strong communication skills, ability to interface with customers and resolve issues professionally.
- Excellent customer service skills; project a positive image and professional manner at all times; ability to work within the confines of a set time schedule.
- Ability to lift and move IT equipment as needed for installations and troubleshooting.
- Experience supporting U.S. Army NECs or DoD IT environments.
- Knowledge of DoD STIG compliance, RMF, and ACAS/HBSS tools.
- Hands-on experience with virtualization platforms such as VMware, Hyper-V, vCenter, and VSAN.
- Scripting experience (e.g., PowerShell) for automation and software deployment.
- Familiarity with enterprise backup/restoral and storage technologies (NAS/SAN/Zero Clients).
Salary : $34
