Responsibilities
- Deliver advanced technical support to end users within a classified military IT setting.
- Independently troubleshoot and resolve issues involving hardware, software, accounts, access, endpoints, applications, peripherals, and network connectivity.
- Ensure incident records and user communications are documented accurately and in a timely manner.
- Develop and manage operational tracking tools including ticket logs, asset inventories, onboarding/offboarding records, and issue databases.
- Analyze patterns in tickets and incidents to detect recurring problems, process inefficiencies, service disruptions, and operational risks.
- Support outage response, scheduled maintenance, after-hours operations, surge capacity needs, and special initiatives as required.
- Configure, test, deploy, and maintain approved end-user devices such as laptops, peripherals, and secure access hardware.
- Validate that all devices meet operational, configuration, compliance, and security standards before deployment.
- Manage user lifecycle processes including onboarding, offboarding, equipment distribution, returns, account updates, and access requests.
- Collaborate with engineering and cybersecurity teams on issues involving security baselines, certificates, encryption, remote access, and compliance controls.
- Keep accurate records of equipment accountability and maintain up-to-date inventory databases.
- Coordinate the logistics of issuing, transferring, returning, and replacing equipment.
- Support asset audits, inventory reconciliation, property accountability checks, and equipment status reporting.
- Create and maintain standard operating procedures, job aids, knowledge base articles, user manuals, FAQs, and troubleshooting documentation.
- Identify opportunities to enhance workflows for tickets, user communication, onboarding, device provisioning, asset tracking, and reporting.
- Propose process improvements to reduce ticket volume, increase first-contact resolution rates, shorten resolution times, and enhance user satisfaction.
- Track and maintain key service desk performance metrics and ticket statuses.
- Generate regular reports on ticket volume, resolution trends, and overall service performance.
- Support customer onboarding briefings and initiatives to improve service adoption.
- Participate in after-hours support, maintenance windows, and incident response activities.
Other
- Current Secret Security Clearance is required.
- Valid DoD IAT Level II certification must be active.
- Availability to support after-hours operations, maintenance windows, and outage responses.
