Client Support Technician

Advanced Technology Leaders Inc•Lawton, OK

7d•Onsite

About The Position

United States Army Fires Center of Excellence (FCoE) has the mission to train, educate, and develop Soldiers and Leaders; create and develop capabilities; and provide a Fires Force to support the Joint Warfighting Commander across the spectrum of operations in Joint and Multinational environments. The US Army Fires Center of Excellence – Fort Sill (USAFCOEFS) Chief Information Office Support Staff has the responsibility to provide Information Technology (IT) services to USAFCOEFS. The sustainment of current and emerging IT support is a critical enabler to accomplish all USAFCOEFS missions. Essential Functions: Provide network registration of client equipment into the current installation software/asset management application. Establish new, maintain, delete, and troubleshoot Microsoft Intune accounts/client systems. Trouble-shoot and resolve user/client standard application/configuration problems via telephone assistance call, remote control and at user locations. Maintain local standard operating system and local/standard client application software to current Army configuration, service pack, patch, security fix, and virus definition standards. Perform troubleshooting to resolve desktop baseline application and E-Mail problems. Coordinate standard system image configuration changes with the NEC. Provide guidance to desktop services technicians, assigned users, and peers. Install, configure and maintain desktop applications. Configure Standard Army application systems. Install, configure and maintain desktop Commercial off-the-shelf (COTS), and government off-the-shelf (GOTS) authorized client applications. Perform commercial hardware repair on computer systems. Assist System Administrators with testing of local client applications and security patches. Create/update documentation for conventional technical processes (continuity books). Assist System Administrators with installing/testing of system software or network hardware configurations and coordinate the documentation of all client hardware and software changes, to include generating and modifying procedures for the Standard Operating Procedure (SOP)/User’s Guide. Create, modify, update and resolve new or assigned customer support request incidents using the Army Enterprise Service Desk system. Assist in the preparation of technical documentation and configuration change requests. Clearly and concisely communicate correct information in response to telephone assistance calls, user requests, technical questions, or when attending meetings as a technical representative, to technical and non-technical users at all levels of the command.

Requirements

Possess an associate’s degree in information systems/computer science or technically related degree; OR three (3) years of technically related field experience in desktop support or network administration.
(2) years of client support in a Microsoft Windows-based environment.
Have experience with providing client support for users on Microsoft Windows network operating systems in a Microsoft Intune environment using applications in Microsoft 365 (including Outlook, OneDrive, Word, PowerPoint, Excel, OneNote, SharePoint, Teams, Viva Engage and Access).
Have experience in troubleshooting and resolving desktop related issues or user problems.
Possess knowledge in PC imaging, connectivity, remote printer setup and troubleshooting automated E-Mail systems.
Possess the ability to quickly and accurately diagnose and resolve problems with computer hardware/software from a remote location.
Have experience implementing systems security to include managing and issuing passwords, establishing user/group accounts, and recommending and developing file permission attributes.
Have experience with general connectivity issues in LAN/WAN/Internet environments.
Have an advanced understanding of Transmission Control Protocol/Internet Protocol.
SECRET clearance or have the ability obtain an INTERIM SECRET clearance.
DoD 8570 IAT Level II certification (Security+, CCNA Security, CySA+, GICSP, GSEC, CND, SSCP).
The flexibility to work occasional non-duty hours or on weekends to support specific project or mission requirements

Responsibilities

Provide network registration of client equipment into the current installation software/asset management application.
Establish new, maintain, delete, and troubleshoot Microsoft Intune accounts/client systems.
Trouble-shoot and resolve user/client standard application/configuration problems via telephone assistance call, remote control and at user locations.
Maintain local standard operating system and local/standard client application software to current Army configuration, service pack, patch, security fix, and virus definition standards.
Perform troubleshooting to resolve desktop baseline application and E-Mail problems.
Coordinate standard system image configuration changes with the NEC.
Provide guidance to desktop services technicians, assigned users, and peers.
Install, configure and maintain desktop applications.
Configure Standard Army application systems.
Install, configure and maintain desktop Commercial off-the-shelf (COTS), and government off-the-shelf (GOTS) authorized client applications.
Perform commercial hardware repair on computer systems.
Assist System Administrators with testing of local client applications and security patches.
Create/update documentation for conventional technical processes (continuity books).
Assist System Administrators with installing/testing of system software or network hardware configurations and coordinate the documentation of all client hardware and software changes, to include generating and modifying procedures for the Standard Operating Procedure (SOP)/User’s Guide.
Create, modify, update and resolve new or assigned customer support request incidents using the Army Enterprise Service Desk system.
Assist in the preparation of technical documentation and configuration change requests.
Clearly and concisely communicate correct information in response to telephone assistance calls, user requests, technical questions, or when attending meetings as a technical representative, to technical and non-technical users at all levels of the command.