POSITION SUMMARY :
Supports and overseespersonnel of the Automation Support Branch (ASB) Site Technicians, Help Desk,and ADPE Bench. Has an understanding andknowledge of information systems products and services to provide technicalsoftware, hardware and network problem resolutions for all personnel of ASB.
Ensuresescalation and monitoring of complex technical issues as required either byusing the Remedy Ticket system or by email and telephone.
Coordinates referralsto appropriate technical, professional or service personnel for appropriateservice, repairs, training and follow-up.
MAJOR JOB ACTIVITIES :
1.Supportall personnel of the Automation Support Branch (ASB) to include Help Desk, ADPEBench, and Site Work Order Team
2.Serves as a single point of contact for sectionpersonnel on user status inquiries
3.Serves as liaison within the organization forinformation systems problem management
4.Ensures the escalation and monitoring of complextechnical issues using the Remedy Ticket System, email, or by telephone
5.Ensure Help Desk support to users with non-secureinternet protocol routing network (NIPRNET or NIPR), SIPRNET, or stand-
aloneAIS or communications systems issues
6.Provideguidance to personnel for technical issues regarding software, hardware, andnetwork problem solutions
7.Performs other duties and assignments as required
MATERIAL & EQUIPMENT DIRECTLY USED :
Desktop / Laptopcomputers, printers, network equipment and electronic test equipment and othergeneral office equipment.
WORKING ENVIRONMENT :
Workis generally conducted in an office environment. However, duties may involveworking in the out of doors with a potential exposure to extreme climaticconditions, specifically desert heat.
Employee use of personal protectiveequipment (PPE) is required in certain areas. Such PPE includes but is notlimited to head, foot, hand, torso, respiratory, vision, and hearing protectivedevices.
Must comply with OSHA, EPA, Fire and Safety Regulations and publishedcompany work rules. Must be able to lift, push or pull 40 lbs.
Workingenvironment will be 95% indoor, 5% outside. The outside work environment willalso be very hot due to conditions within the region.
PHYSICAL ACTIVITIES :
Physical requirements include lifting, climbing,extended sitting or standing, or other physical efforts that are normallyrequired.
In addition, visual acuity, hearing and speaking requirements wouldbe considered.
MINIMUM QUALIFICATIONS :
Education / Certifications : One year related experience may be substituted forone year of education, if degree is required.
Education : College degree or equivalentexperience.
CompTIA Security andMSCA, MCSE, MCITP, or Server is required IAW DoD 8570.1-M.
1-3 years related experience; IMO Experience
Skills : Must be a U.S. Citizen
Must be a U.S. Citizen
Meets requirements outlined in AR 25-2 for limited privileged access (IT-II) toISs
Capable of effectively communicating technical information in English, bothwritten and verbal
Customer service training
DoD Cyber Awareness Training (https : / / ia.gordon.army.mil / dodiaa / )
Fort Gordon Information Assurance Security Officer (IASO) Training (https : / / ia.gordon.army.mil / iaso / )
Advanced PC technical support skills
SUPERVISORY / BUDGETRESPONSIBILITIES :
Superviseup to 12 Systems Support Specialists and up to 10 Computer Service Associatepersonnel