Computer Operator I

About the role

Koniag Advisory Business Solutions, LLC (a Koniag Government Services company) is seeking a Computer Operator I to support KABS and its government customer, the Indian Health Service Gallup NM Area Office, in Gallup, NM. This position is covered under the Service Contract Act. The role serves as an I/T technical specialist on all automated systems used throughout the Area and program in an enterprise Active Directory environment, providing solutions for less complex hardware and software problems.

Responsibilities

• Support hardware including laptops, desktops, servers, thin clients, video conference systems, tablets, and phones
• Support system types including Accounting (United Financial Management System), Windows operating systems, Microsoft Office, and other supported software
• Receive and analyze requests for resolution of hardware or software problems, performing in-depth research as needed
• Analyze customer problems, research solutions, or task appropriate subject matter experts
• Provide technical assistance to current and potential users to minimize major IT system disruptions
• Proactively interact with users to ensure proper operation of computer systems, hardware, and software
• Demonstrate processes and provide orientation for new users
• Provide hands-on technical assistance with software installations, hardware configurations, and communication networking for daily operations and major fielding activities
• Instruct customers on accessing data, processing, space utilization efficiencies, and program recovery techniques
• Consult with customers regarding potential system or program upgrades
• Install and maintain hardware devices supporting a broad range of information systems employing multiple network and local operating systems and sophisticated client-server software
• Use detailed reference material, sophisticated diagnostic equipment, and complex diagnostic software to identify and resolve internal system and network conflicts
• Remove and replace defective hardware components; install network/peripheral device interface cards
• Perform hardware upgrades including processors, memory, fixed storage, and installation of network interface cards (NICs) or enhancement cards
• Install and configure workstation or network operating systems and application software on a wide range of configurable information systems devices
• Configure a wide variety of devices requiring diverse interfaces and device drivers in multiple operating system environments using various hardware platforms
• Configure workstation security parameters
• Troubleshoot and correct software problems including resolving conflicts between applications, hardware, device conflicts, and operating system faults
• Detect and remove computer viruses
• Restore and repair damaged critical data files
• Update hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software
• Perform operational tests on equipment in test array or operational configuration before issue or installation to ensure proper operation and absence of conflicts
• Capture, maintain, and track warranty data for all fielded systems; advise support personnel of warranty status; interface with vendors to request and monitor warranty work
• Maintain the customer service database for all service requests
• Document and enter all requests for advice and assistance in the customer service database
• Receive, analyze, assign control numbers, and track to resolution all customer requests
• Provide familiarization training for users of new equipment and software as required
• Interface with Government employees, other contractors, and other organizations
• Perform other duties as assigned

Requirements

Required Certifications (or obtained shortly after hire)

• CompTIA A+
• CompTIA Network+ OR equivalent experience

Required Education

• Associate degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a closely related field
• OR an equivalent combination of relevant education, technical training, and 2–4 years of hands-on IT support experience in lieu of degree

Required Skills & Experience (Must Have)

• 2–4+ years of progressively responsible experience providing technical support in a similar environment
• Experience in federal, tribal, or healthcare IT environments
• Experience supporting specialized enterprise systems such as Financial or accounting systems (e.g., UFMS)
• Proficiency with: Windows 10/11 OS, Microsoft Office 365, Active Directory user and computer support, basic network troubleshooting, malware removal tools, imaging and configuration tools
• Ability to use and interpret: diagnostic equipment, system logs, hardware/software reference materials

Qualifications

Preferred Certifications (Good to Have)

• CompTIA Security+
• Microsoft Modern Desktop Administrator (MD-100/MD-101)
• ITIL Foundation
• Cisco CCNA (entry-level networking)

Preferred Education (Good to Have)

• Bachelor’s degree in Information Technology, Computer Engineering, Computer Science, or related discipline
• Coursework or certification training in: Operating systems (Windows desktop/server), Networking fundamentals, Cybersecurity basics

Preferred Experience (Good to Have)

• Knowledge of DoD, IHS, or federal IT security standards
• Experience participating in major fielding activities or technology rollouts

Skills

Technical Support & Troubleshooting

• Hands-on experience supporting: Desktops, laptops, tablets, phones; Thin clients and peripheral devices; Video conferencing systems; Printers, scanners, and networked devices
• Proven ability to diagnose and resolve: Windows OS issues; Microsoft Office and productivity software errors; Hardware failures and component replacements; Application conflicts, device driver issues, and system faults
• Experience using diagnostic software, reference tools, and imaging tools

Enterprise Systems & Networking

• Direct support experience in an Active Directory environment, including: User account support; Workstation group policies; Basic permissions troubleshooting
• Basic understanding of: TCP/IP fundamentals; Network interface card (NIC) configuration; Client/server applications; Virus detection and removal
• Experience installing, configuring, and upgrading operating systems

Customer Service & User Support

• Experience receiving, documenting, and tracking help desk tickets
• Experience performing: New user onboarding and orientation; Informal training on system use and best practices; Support for software installations and hardware setup
• Proven ability to interact effectively with: End users; Government representatives; Vendors and warranty providers; Other IT support personnel

Hardware Installation & Maintenance

• Experience performing: Component upgrades (RAM, processors, storage); Installation of interface and enhancement cards; Hardware testing and validation before deployment; Warranty validation and vendor coordination
• Experience supporting multi-platform hardware in structured IT environments

Software Installation & Configuration

• Skilled at installing and configuring: Windows workstation operating systems; Standard office software suites; Security settings and workstation hardening measures; Device drivers for diverse hardware platforms

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off
• Paid parental leave
• Life and disability insurance
• Flexible spending accounts
• Commuter benefits
• Tuition reimbursement

Schedule

Core support hours are 8:00 AM to 5:00 PM, Monday to Friday (local time), except local or national emergencies, administrative closures, and other IHS or Government directed facility closures. Work hours for certain task assignments may vary depending on requirements.