Client Systems Technician

The Client Systems Technician is responsible for:

Help Desk. The Help Desk provides network assistance and technical support to resolve user problems, service requests, communications, computer, voice, network faults and outages.

Provide network assistance and trouble resolution and will be based on a fully integrated trouble ticketing system. The trouble ticketing system should be able to automatically assign priorities, set response times, and escalation timelines based on the criticality of the system being reported on.

• Use the local help desk ticket system and associated databases to enter, document, track, coordinate, route, resolve, and close user ticket issues
• Provide the ability to run Ad Hoc queries against the central repository for trouble ticket
• tracking/status to provide better customer support
• Resolve customers' administrative and technical communications problems
• Perform the installation of equipment, connection of peripherals and the installing/deleting of client level software and ensure all documentation is IAW current and future Air Force/DoD policies, guidance and directives
• Provide soft application assistance
• Implement client workstation software patches, security fixes and service releases according to local Network Operations Center (NOC)/Network Control Center (NCC) instructions. Manage and establish network user accounts
• Create and maintain a central repository for technical advice and solutions for network systems, (Client Systems Technician (CST)/Communications Focal Point (CFP)) share drive, Tier 0, etc.), software applications assistance, automatic data processing support, hardware exchange, and repair service support
• When tasked, provide the government with metrics including statistics of calls received,
• number of trouble tickets submitted, average resolution time, priority, listing of technical bulletins and information guides issued and trend analysis information and other information upon requested
• Propose criteria to define the priority of problems for example, routine through critical (VIP
• and work stoppage) and submit a table with the definition of the priority categories with a resolution timeline

Account Management

• Perform voice, data, video account creation and deletion, and modification service to installation users
• Provide means and/or direction for users to unlock Common Access Cards (CAC)

Voice, Data and Video Devices

• Perform client-level information technology support function, voice network and Personal Wireless Communication Systems (PWCS)
• Manage hardware and software Controlled Cryptographic Information (CCI)
• Perform configuration, management and troubleshooting
• Provide service to end-users for operation, restoration and configuration of information systems
• Implement installation and maintenance functions associated with edge device systems such
• as key and intercom systems, copper core and fiber-optic intra-building wiring, fiber-optic end equipment, modems and associated hardware

Personal Wireless Communications Systems (PWCS)

• Track, distribute, maintain, train and replace all mobile devices for Air Force and DoD. Mobile device distribution should be limited IAW local policy and funding
• Provide the maximum mobile device support possible to Air Force/DoD customers for
• mobile device services based on different levels of service and prioritization within the levels of service
• Perform Trend Analysis to determine, solve, prevent and anticipate service disruption in order to ensure service is continued to the customer during any disruption

The Government will provide a count and list of current government furnished mobile devices.

IT Asset Management (ITAM) Property Custodian (PC)

• Oversee accountability of IT hardware and software assets throughout its life cycle from purchase to disposition IAW AF Manual (AFMAN) 17-1203 Information Technology Asset Management
• Follow applicable environmental guidelines when disposing of hardware or electronic equipment

Requirements:

• Possess an active DoD Top Secret security clearance
• 4 years of experience (minimum) in technical, related field (preferably in Air Force environment).
• Experience with IT concepts, practices and procedures and be certified IAW DoD 8570.01- M Information Assurance Technical (IAT) II and industry standards (i.e. - Sec+ CE certification).
• Be well organized, detail oriented, and have the ability to multitask and communicate clearly with team members and customers
• Respond quickly to rapid changes in customer requirements and accepts new challenges
• Proficient in MS Office tools.
• Familiarity with DoD or Air Force environment desired.
• The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.