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PC Maintenance Tech - Intermediate Tier II Help Desk - Level II in Rock Island, IL at NOK-KaiHonua

Date Posted: 7/2/2018

Job Snapshot

Job Description

Location:  Rock Island Arsenal, Rock Island, IL

Job Summary:

KaiHonua, LLC has an immediate opening for a Tier II Information Technology Specialist. The Information Technology Specialist assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. The service desk representative provides assistance to users and organizations using computer software or equipment. Properly diagnose problems and guide users through problem resolution. Set up, image or repair computer equipment and related devices. Train users to utilize new computer hardware or software, including printing, installation, word processing, and email. Respond to phone, web, fax and email requests for assistance using remote tools and automated trouble ticketing system. Make site visits to provide touch labor. Provides account management.

Essential Duties and Responsibilities: (Not listed in order of importance; other duties may be assigned) and must be able to perform the following with minimal guidance:

  • Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology.
  • Installs approved software within regular business hours. Prepare software using provided software package utility for deployment.
  • Electronically "push" software, software updates, security updates, vendor patches (service packs, service releases), etc. to end user devices. Update 100% of affected available devices in accordance with the timelines established within the request.
  • Assist users in identifying service requirements and developing appropriate technical specifications that are consistent with user needs. Provide advice on automating functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment, and infrastructure compatibility. Provide users with recommendations on approved equipment and software.
  • Issue, maintain, and delete end-user accounts
  • Provide configuration of end user and network devices to include computers, printers, laptops, scanners, PDAs, and other hardware.
  • Install new computers per the NEC Life Cycle Replacement Policy
  • Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist.

Job Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

  • High school/GED
  • 4+ years of experience performing PC maintenance functions
  • Must possess and maintain an IT I level certification IAW AR 25-2 and an IAT II certifications IAW DoD 8570.01-M and BBP 05-PR-M-0002
  • Secret Clearance

 

 

Knowledge:

  • Candidate must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.
  • Candidate must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.
  • Extensive knowledge of Applications
  • Extensive knowledge of PC Software, Operating Systems/Windows 7, MS Office applications with strong Excel skills, Outlook and Internet Browser.  Citrix and virtualization knowledge a plus
  • General knowledge of Windows technology and TCP/IP networking

Abilities:

  • Ability to organize, prioritize and meet deadlines
  • Capable of conveying complex information in a simplistic manner
  • Strong critical thinking and problem solving skills
  • Strong self-starter requiring minimal supervision
  • Able to take proactive measures to prevent problems rather than reactive by nature
  • Strong verbal and written communication to effectively express concepts, plans, and proposals

Security Clearance:

Position requires a Secret clearance