Computer User Support Specialist

This contract supports the 53rd Wing and 96th Test Wing, both headquartered at Eglin AFB, FL. The 53rd WTSS team partners with military and civilian personnel to provide IT technical support for the 53 WG and 96 TW missions. The 53rd WTSS IT support covers full lifecycle IT from concept, to deployment, day-to-day operations / maintenance, and culminating in system retirement / replacement / upgrade.

Essential Job Functions:

Responsibilities include but are not limited to:

• Responsible for providing support to end-user community on difficult hardware, software and network related problems, questions, and use.
• May provide training and guidance to more junior help desk personnel.
• Provides resolutions to out of the ordinary issues for users.
• Ensures problem ownership and promotes end-user satisfaction.
• Closes activities of tickets assigned.
• Responsible for providing in-depth and high level, support to end-user community on hardware, software and network related problems, questions, and use.
• Provides problem resolution to users. Confers with user to determine problem. Ensures problem ownership and promotes end-user satisfaction.
• Preparing and analyzing ticket reports to identify problems, trends, and unique criteria, as required.
• Reviewing analyst ticket queues to facilitate ticket resolution at or exceeding KPI requirements.
• Assigning tickets received from customer self-submission and from other OCIO teams.
• Contributing to and developing knowledge base articles.
• Providing phone, email, chat, and Service-Desk support for end users that are in-office and off-site.
• Documenting customer requests in call tracking system and recording the action(s) taken and follow up on deferred actions.
• Reciting a customer supplied greeting when picking up the phone.
• Updating customers via call or email or chat every 24 hours of progress and status of calls/tickets.
• Resolving incidents on first contact, when an active line of communication is first established with the customer using the supported remote desktop control application.
• Resolving all customer calls/issues within 20 minutes timeframe or escalating the call or ticket to the appropriate queue/group for resolution (Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, A/V Support, Application Services, etc.) while adhering to ISO 20000 and 27001 processes and policies.
• Responding to and diagnosing problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.
• Providing assistance and participating on new project(s) testing and deployment/delivery.
• Following prescribed guidelines and official SOPs.
• Documenting, updating, and closing tickets.

Required Skills:

Due to the sensitivity of customer related requirements, US Citizenship is required.

A High School Diploma plus a minimum of 10 years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems

Current Top-Secret/SCI Security Clearance.

Desired Skills:

DoD 8570.01-m IAT Level II Certification.