Computer Network Technician III

Responsibilities

• Provide installation and support of desktops, laptops, printers, multifunction devices, mobile phones, and tablets.
• Develop, maintain, and disseminate a listing of all currently supported and approved software, hardware, and peripherals.
• Respond to all problem calls and dispatch the appropriate category of support which shall include warranty service providers and external software vendors.
• Cook up repair/replacement parts with the manufacturer if the hardware or software is still covered by OEM warranty.
• Perform repairs for items not covered by warranty.
• Provide technical support for installs, configurations, upgrades, and advanced troubleshooting on communication problems, application problems, Internet operation and access questions, virus assistance, hardware and software implementation or integration problems, and a myriad of additional problems or requirements.
• Provide: troubleshooting for IP and some non-IP based desktop systems, peripherals, communications devices, operating systems, and desktop application software; installation of or assisting with installation of client-based desktop software; reporting security breaches; and providing software application assistance for commonly used office automation applications purchased from standard AF support contracts.
• Provide desktop engineering support consisting of demonstrating a complete knowledge of base communications; successful troubleshooting of application level issues, hardware issues, operating system level issues, and network level issues; understanding how network printers and scanners function; and supporting smart mobile devices and users.
• Develop, maintain, and document efficient processes for desktop configuration management and associated implementation of upgrades and maintenance.
• Install and integrate PC hardware and supported software.
• Establish and maintain baselines for all workstation and peripheral device configurations.
• Develop and maintain documented processes for the efficient deployment and retrieval of PC, laptop, printer, multi-function printer, and PC-related hardware and software applications while meeting defined performance standards.
• Maintain and support peripheral equipment for client devices including printers, scanners, mobile computing devices, CD/DVD duplicators, and special purpose hardware and software as required by the Government.
• Maintain client support for LAN access and remote access via VPN and wireless services.
• Ensure all software operating on Government computers is legal, licensed, and approved for install.
• Maintain current anti-virus protection and AF computer emergency response team compliance, manage Government-provided anti-spyware software, and report compliance on a monthly basis or as required by the Government.
• Ensure all required critical and spare parts are identified for purchase and are on hand within e-Official records.
• Provide spare part status reports on a monthly basis or to the COR as needed.

Qualifications

• 5+ years experience providing client service support.
• Associate’s degree in a related field.
• Must be Security+ CE certified.
• Must be able to obtain a Microsoft certification (e.g. Microsoft 365 Certified: Fundamentals) within six months of hire.
• Experience with tier II and tier III touch maintenance.
• Experience installing, configuring, and troubleshooting desktops, laptops, and peripherals.
• Able to maintain technical documentation and inventory.
• Excellent writing and diagramming skills for technical documentation.
• Excellent business communication, presentation and interpersonal skills.
• Must be a US citizen and hold a current Secret clearance.