End User Technical Support Technician

Location:  Portsmouth, New Hampshire

Job Type:  Full-Time

Salary:  $50,000.00 - $59,999.00

Industry:  Computer Software

Education:  Bachelor's Degree

Category:  Information Technology

Travel:  25%

Relocation Assistance:  No - Local candidates only

Work Eligibility:  US Citizen

Clearance: Secret

Job Description:  

We are seeking a desktop support technician. Duties entail installing equipment, troubleshooting hardware/software issues, working with other support areas, troubleshooting user account issues.  You will work with mostly desktop items (laptops, PCs, printers, scan guns). There is minimal network & server  work (sometimes you will have to patch in a port, for example).  You will use Remedy IT service management system.

  • Certification or certifiable knowledge of Microsoft Windows operation systems and applications, System Center Configuration Manager (SCCM), and all aspects of windows Security to include any subsequent releases/upgrades to include McAfee E-Policy Orchestrator (ePO) framework modules and Anti-virus.

  • Ability to troubleshoot hardware and software problems related to desktop/laptop computers, scanners, PDAs, desktop video/video teleconference systems projectors, and printers.  

  • Working knowledge and understanding of TCP/IP network environment.

  • Knowledge and understanding of Active Directory environment and Group Policy Objects (GPO).

  • Experience to identify problems and resolve hardware and software malfunctions.

  • Ability to analyze, diagnose, recommend and implement solutions for hardware and software problems.

  • Experience and knowledge in Work Order/Incident Ticket Tracking Systems, Microsoft operating systems current and future, SCCM, and Microsoft applications current and future.

  • Ability to learn  Information Operations / Distribution unique PC configurations.

  • Knowledge of and experience with installation, configuration, and the ability to learn Information Operations / unique applications and programs to include, but not limited to: Distribution Standard System(DSS),  Employee Activity Guide for Labor Entry (EAGLE) system, Defense Property Accountability System (DPAS), Base Operations Support System (BOSS), Federal Logistics(FEDLOG), Safety and Health Information Reporting System (SHIRS), E-Workplace, Business Systems Management (BSM) software and applications, Distribution Planning and Management System (DPMS), Logistics Remote Users Network (LOGRUN), Powertrack, Military Traffic Management Command (MTMC), Defense Travel System (DTS ) CA Visual, LIDB (Logistics Integrated Data Base), AES (Automated Export System), Oracle Client and Support Magic.

  • Utilize the Standard Image for all approved makes/models of personal computers.  Subsequent upgrades/patches/versions/releases and Distribution -unique applications, to include DSS, may require Information Operations approval/guidance.

  • Ensure compliance as outlined in the Security Technical Implementation Guide (STIG) on all Information Operations workstations.

  • Test and install PC hardware and software applications that comply with CERT (Computer Emergency Response Team) and STIG mandates, ensuring that software applications have undergone the approval process for installation.

  • Provide additional technical support for hardware/software configuration, troubleshooting and problem resolution to the Information Operations at New Cumberland’s managed sites with software and hardware issues, which cannot be solved by their local IT support personnel.  IT hardware shall include PCs, laptop computers, printers, scanners, Blackberry devices, and Multi Functional Devices (MFDs, desktop video systems/video teleconference and projection systems that are hooked to a laptop or PC, docking stations and any external peripherals (e.g. CDROM R/DVD, CDROM-RW, CAC Readers, Radio Frequency Identification (RFID) and Radio Frequency (RF) devices etc.), and other commonly used peripherals within the Government computing environment. Provide technical support for software installation and configuration issues and provide resolution.  Trouble tickets shall be input, updated and maintained using the existing Work Order/Incident Ticket Tracking System.

  • Utilize Microsoft’s SCCM and any subsequent releases/upgrades in order to remotely deploy all applicable software upgrades and patches as directed. Although the primary patch management software is Microsoft SCCM, other patch management software may be utilized.

  • Ensure that all patches and fixes have been applied to each software application prior to installation.

  • Identify hardware/software diagnostic tools that can reduce downtime by decreasing problem identification and resolution time.

  • Provide diagnostic analysis to determine next steps for all user levels in order to identify the cause and resolution of issues encountered in the use of hardware and software.  Refer unresolved issues to the TPOC.

  • Evaluate and perform technical review of all Information Operations IT hardware/software acquisition requests to validate hardware configuration compatibility and hardware/software standardization in accordance with computing standards.

  • Provide research regarding possible acquisitions and prepare necessary documentation for submission to the Configuration Control Board (CCB) for approval.

  • Provide agency support for CAC-enabled PC deployment.  Troubleshoot/install smart card readers, middleware, and PKI (Public Key Infrastructure) Certificates.  Provide troubleshooting, guidance and training to Information Operations at New Cumberland’s managed sites field personnel on use of the CAC and its software certificates.

  • Manage and perform equipment relocations, installations, expansions, connection/disconnection, upgrades, support/maintenance and preventative maintenance for computer systems hardware, software, and peripheral devices using Information Operations guidance, specifications and directives for new equipment installations and/or relocations.  Contractor shall survey new installations, move equipment as required, and provide related network support, to include servicing network peripherals such as printers.

  • Provide the serial number, make and model of all equipment that is shipped off base. The appropriate forms and equipment information shall then be forwarded to the Asset Manager and the TPOC.

  • Provide software installation and research support for commercial software packages.

  • Contact appropriate vendor repair personnel for warranty and/or proprietary repairs, as required.   Explain and demonstrate the malfunction to the appropriate equipment/hardware vendor responding to the warranty call.   Verify that the repairs made by the servicing vendor are proper and fix the problem.

  • Attend meetings with the COR and/or TPOC to discuss milestones, task status, concerns, and any issues that would impact progress.  Discussions may include major projects such as agency PC replacements, installation, upgrades or software upgrades.

  • Install and maintain local network and PC attached printers (laser) based on Information Operations specifications and guidance and coordinate installations with Information Operations at New Cumberland’s server team, as required.

  • Complete necessary inventory / disposal documentation and forward to the TPOC/designated POC and the Asset Manager for signature.  Deliver unserviceable or excess IT equipment to staging area for disposal.  Prepare hard drives for disposal in accordance with Client policy and provide records to the TPOC and the Asset Manager.

  • Provide software support to include but not limited to the following: Microsoft operating systems, Microsoft applications, Virtualization applications, Enterprise McAfee agents; to include current version(s) in use and any subsequent releases/upgrades, locally developed Client Distribution applications and processes.

  • Prepare and brief on specific projects/findings on an as needed or periodic basis.

  • Security + Certification required.

·         Must have one of the following:

·         MCDST, MCITP EDST, MCITP EDA, MCITP SA, MCITP EA, MCM, MCA: MS Windows Server: Directory, Windows XP 3, Windows 7 9, MCSA 2003, MCSE 2003, MCSA:WS2012, MCSE:WS2012, Windows 8, MCSA:Windows 7, MCSA:Windows 8, MCSA:WS2008, MCSM

Client is an EEO Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

***All candidates selected will be subject to a security background investigation and must meet all eligibility requirements for access to classified information.  ***

Executive Casting LLC