Computer Support Technician

Computer Support Technician

DDC IT Services is seeking a Computer Support Technician to join our Wright Patterson Air Force Base team. The candidate must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

This technician will be working directly with other Service Technicians to provide primary, secondary and/or advanced support to Air Force personnel. May be tasked with maintaining computer systems, troubleshooting errors, maintaining internet connectivity, running diagnostic tests, maintaining servers, repairing computer hardware, and providing technical support.

Duties for the Computer Support Technician may include installing software and software patches, diagnosing and repairing hardware problems, monitoring networks, resolving hard disk failures, installing and configuring drivers, performing regular system upgrades, promoting data security, managing workstations, and writing documentation on computer best practices. Your outstanding tech expertise and knowledge of IT infrastructure will assist our organization in improving efficiency, achieving key metrics, enhancing customer service, and ensuring that our computer systems are optimized for day-to-day operations.

Job Duties and Responsibilities

Main Responsibilities:

• Provide hardware/software support - installation, update, configure, troubleshoot
• Provide support for IT equipment - PCs, printers, scanners, laptops, PDAs, and external peripherals
• Ensure applications and hardware meet end user requirements
• Support CAC (common access card) deployment and card readers, middleware and PKI certs
• Support onsite and remote customers as required
• Support software and hardware refresh/upgrade/configuration efforts - Windows, MS Office, MS Active Directory

What We're Looking For:

Computer Support Technician to provide level 1 support with potential to a level 3.

Level 1, Initial Contact and First Touch Resolution: Accepting calls from customers and resolving issues by phone, generate incident reports (trouble ticket) describing the problem, being sure to note pertinent user information (e.g., location or asset), providing initial troubleshooting to resolve the issue, if possible, either by walking the customer through the problem or by taking control of their desktop remotely

Level 2, This position works the issues not resolved at Level 1. Detailed or Remote Resolution: A service desk Computer Service Technician works incidents not resolved at Level 1 Enterprise Service Desk by using detailed problem analysis and remote management techniques to resolve the incidents. Resolve VIP service requests within the SLA.

Level 3, Touch Labor: This position works the issues not resolved at Level 2 or may require further troubleshooting or hands-on support. To include disassembling/reassembling computer systems. Imaging systems, data transfer and re-installing required software. Support printers and scanners ie) HP, Lexmark, Fugistu. If necessary, a CST may be dispatched to the user's location.

Job Requirements (Education/Skills/Experience)

Active DoD Secret Clearance

• One of the qualifying IAT Level II certification:
• CCNA Security
• CSA+
• GICSP
• GSEC
• Security+ CE
• SSCP
• Minimum High School completion
• 6 months experience preferred