IT Service Desk Technician-EN

About the Role

The Service Desk Technician coordinates all IT tasks and functions for the Fort Hood CAE Training Center as a member of the Training Systems Support Center (TSSC). They provide direct on-site support to classrooms, briefing rooms, and all Program hardware/software solutions, while also actively supporting the Quality Assurance and Training management systems.

Responsibilities

• Oversee and coordinate all IT Service Desk activities, reporting to the TSSC Manager.
• Ensure helpdesk tickets are prioritized and addressed according to TSSC procedures.
• Provide IT support and coordinate with IT team members for timely action on service tickets.
• Monitor hardware/software and assist the TSSC Manager in lifecycle management planning.
• Install, configure, troubleshoot, and support various software packages.
• Test fixes to ensure problems are adequately resolved.
• Support technical classroom equipment, including projectors, TVs, satellite receivers, and smart boards.
• Document all help request details in the electronic ticketing system.
• Escalate problems to appropriately experienced technicians when required.
• Provide orientation for new students on course material and TSSC services.
• Conduct computer network infrastructure (CNI) orientation for employees.
• Assist in preparing, maintaining, and upholding departmental procedures, especially for logging, reporting, and monitoring TSSC operations.
• Document desktop equipment failures, repairs, installations, and removals.
• Track and document the problem-solving process for service desk requests.
• Update inventory control for hardware and software.
• Support the department’s quality assurance program by maintaining processes, procedures, and service level agreements.
• Participate in internal compliance audits and follow up on improvements and corrective actions.
• Perform systems interface/fault isolation and apply troubleshooting procedures for computer interfaces and peripherals.
• Provide networking and information systems support for training devices and networks.
• Perform facility/housekeeping tasks to maintain a safe and clean work environment.

Qualifications

• 2–4 years of experience with a BS/BA or 0–2 years with an MS/MA/Military experience.
• Advanced IT knowledge and troubleshooting skills.
• Ability to work independently and as part of a team.
• Advanced knowledge of computer hardware/software configuration, including peripherals.
• Basic understanding of computer networking.
• Good command of English, both oral and written.
• Superior customer service skills.
• Able to work with minimal supervision.
• Reliable transportation and availability for on-call work.
• U.S. citizenship is required due to government contract requirements.

Preferred Skills

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Skill in interpreting complex customer requirements from verbal, non-verbal, and written communication.
• Ability to read and understand IT infrastructure schematics, drawings, and procedures.
• Proficiency in analyzing and interpreting complex technical documents and diagrams.
• Effective communication skills for sensitive inquiries and complaints.
• Ability to generate oral and written presentations on complex subjects.

Work Environment

Duties are performed in an office environment and manufacturing facility. The role requires working overtime, on-call availability 24x7, and the ability to work any day or shift. Exposure to extreme heat, airborne particles, and loud noises may occur. Domestic and international travel is required.

Physical Demands

• Ability to lift at least 40 pounds overhead.
• Capability to walk, climb stairs, and ladders into simulators or airplane cockpits.
• Ability to distinguish colors.

Note: This job description may evolve, and duties may change with or without notice.