Responsibilities
- Deliver Level 1 and Level 2 IT help desk support for computer and telephone systems serving about 300 users.
- Handle between 40 and 50 service tickets each month.
- Support and troubleshoot desktops, laptops, printers, fax machines, peripherals, and telephony equipment on the network.
- Diagnose and resolve issues with desktop systems, network connections, phones, and related devices using phone, email, or in-person support.
- Support deployment and configuration of hardware and software, including Windows 7, Windows 10, Microsoft Office 2013, Adobe Professional X, Adobe Professional Suite, and Microsoft Outlook.
- Ensure 90% operational uptime for government-owned technical systems through maintenance, updates, backups, and restoration procedures.
- Act as the first point of contact for information systems users, offering guidance and resolution for software-related issues.
- Address and resolve PC and software problems within eight business hours of incident reporting.
- Submit a monthly summary of completed actions as part of the progress reporting requirement.
- Set up, test, and integrate printers, copiers, and fax machines into the FBCAN network.
- Conduct preliminary troubleshooting of printing and faxing devices within four business hours of issue reports to assess need for warranty or service calls.
- Inform the Information Management Officer or designated contact when maintenance or warranty services are required.
- Keep usage logs for printers, copiers, and fax machines as required by service agreements.
- Respond to service requests submitted via email, phone, or in person through the help desk system.
- Operate and manage daily help desk functions.
- Receive and process support requests from Stakeholder User Group and Mission Support Representative staff.
- Collaborate with Stakeholder User Group and Mission Support Representative IMO to prioritize tasks.
- Take necessary steps to resolve hardware, software, or connectivity problems to restore full functionality for users.
- Perform Telephone Control Officer duties, including processing line service requests and NIPRnet/SIPRnet access requests.
- Report TCO activities in the monthly progress summary.
- Respond to phone and email inquiries from users regarding telephone system issues, resolving them within four business hours.
- Resolve communication system issues independently or escalate to appropriate teams as needed.
- Provide a monthly summary of all communication-related support activities.
- Coordinate with Army and non-Army entities as required before and during Live Field Experiment operations.
- Offer on-site technical support for configuration and software setup of computers used by Stakeholder User Group and Mission Support Representatives at the Exercise Control Center.
Work Arrangement
On-site — East Fort Bliss, Texas, West Fort Bliss, Texas
Team
Team of 250+ personnel including military, civilians, and contractors supporting Stakeholder User Group and Mission Support Representative staff
Other
- Contract duration: 3 years with annual evaluations
- Must follow government IT standard operating procedures and protocols
- All tasks must be conducted in accordance with government IT SOPs
- Monthly progress reports required for all major task areas
