Service Desk Hardware Computing Technician

About the role

The Service Desk Hardware Lead supports the Enterprise IT contract for NORAD/NORTHCOM in Colorado Springs. The role involves managing hardware benchstock, coordinating technical refresh deployments, and ensuring tickets are submitted in the ITSM tool for all hardware distributed.

Responsibilities

• Manage hardware benchstock and technical refresh deployments
• Coordinate with logistics for return of broken/old equipment
• Perform tier 1 troubleshooting at the physical layer
• Understand the functional difference and capabilities of both Android and Apple IOS systems
• Apply ITIL principles and standards to improve incident resolution and customer service standards
• Install, configure, and maintain operating system workstations
• Maintain organizational inventory and physical accountability of equipment
• Software installations and upgrades to operating systems and layered software packages
• Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures
• Imaging NIPR & SIPR devices to achieve optimum performance levels
• Ensures workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions
• Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation
• Maintain a continuous monitoring effort for all incident and service request to ensure a continuous improvement environment for quality of service
• Contacting customers to provide real time updates regarding their incident or service request
• Maintains access to NIPR, SIPR workstations, and all additional programs used to assist the N & NC users
• Knowledge of DoD Mailbox provisioning using DOD Enterprise Provisioning Online (DEPO)
• Administering and using Active Directory
• Configuring, imaging, troubleshooting and utilizing Commercial Solution for Classified Solutions (CSFC) devices

Qualifications

• CompTIA A+ certification
• CompTIA Sec+ certification
• Effective communication via telephone or in person
• Professional presentation skills
• Willingness to commute to a different location on Peterson SFB
• Adaptability in a fast-paced and high-demand environment
• Experience with installing, configuring, and maintaining operating system workstations
• Understanding of incident management and COMSPOT reporting
• Flexibility to provide services during and outside of regular business hours
• Comfortable carrying up to 35-50 lbs
• Basic understanding of DoD environment and military rank structure

Preferred Skills

• Comprehends and informs user base of educated responses in network outages or degradations
• Develops tier 0 implementations to ease transference of knowledge to user base
• Understanding of incident management and COMSPOT reporting
• Flexibility to provide services during and outside of regular business hours
• Develops and promotes standard operating procedures
• Conducts routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines
• Comprehension of service desk Tactical Training Processes (TTP) & Standard Process Models (SPM)

Benefits

Not specified

Pay

$40,001 - $80,000

Schedule

Full-Time

Day Shift