Computer User Support Specialist V (Cuss V) -Jmc

Aleknagik Technology, LLC (ATL) is seeking a Computer User Support Specialist V (CUSS V) to provide the following:

Provides above baseline service to both NIPR and SIPR desktop devices
and mobile phones for HQ, JMC onsite at Rock Island Arsenal. Services of these devices can be
for customers located CONUS/OCONUS and those working both onsite and telework. Works
closely with government staff to manage hardware assets. Establishes and ensures that
appropriate security controls over software and hardware are maintained. Analyzes software and
hardware requirements. Patches devices in accordance with IAVAs and reports on compliancy.

ESSENTIAL FUNCTIONS:

The following duties ARE NOT intended to serve as a
comprehensive list of all duties performed by all employees in this classification. Shown are
duties intended to provide a representative summary of the major duties and responsibilities.

REPRESENTATIVE DUTIES:

Accurately records daily tasks and assignments for metrics
gathering on task orders. Coordinates the updates of cell service hardware and software
applications. Develops procedures and training material for customers and internal use. Aids in
the design, development, and maintenance of various system applications. Troubleshoots and
resolves complex IT-related problems. Support will include VIP level assistance and ability to
work afterhours as needed.

Works independently under overall project objectives and requirements; apprises Project
Manager about progress and unusual complications. Work is reviewed for accuracy of judgment,
compliance with instructions, and to insure proper alignment. Guidelines usually include existing
systems and the constraints imposed by related systems with which the incumbent's work must
be meshed. Adapts design approaches successfully used in precedent systems. Completed work
is reviewed for timeliness, compatibility with other work, and effectiveness in meeting
requirements. May provide functional direction to lower-level assistants on assigned work.
Performs other duties as assigned or required.

KNOWLEDGE and SKILLS:

• Knowledge of applicable computer system software programs and MS Office
  Applications.
• Knowledge is strong in problem research and resolution skills.
• Ability to work in a secure environment and always adhere to security protocols.
• Ability to work in a secure environment and always adhere to security protocols.
• Ability to troubleshoot hardware/software.
• Strong written and oral communication skills.
• High attention to detail & equipment accountability.
• Ability to maintain security of devices.
• Ability to activate, deactivate and/or suspend service on devices.
• Skill in working independently, multitasking, prioritizing projects, and meeting deadlines.
• Skill in using analytical and research skills in performance of job duties.
• Skill in establishing and maintaining cooperative working relationships with others.
• Keen attention to detail. Maintain inventory of all devices.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Ability to be proactive and continuously stay up to date on the latest New Technology
  trends.
• Setup and support unique systems (ex. Janus, machines with external hard drives, x-ray
  viewer, Eubank scanners).
• Troubleshoot unique devices and hardware issues (ex. PCA photo printer, handheld
  scanners, KVM, 49" monitors, docking stations losing monitors, network, power to
  battery)
• Troubleshooting to resolution or redirect to appropriate support helpdesk.
• Above-baseline imaging.
• Issue | Setup | Relocate hardware support.
• Setup KVMs for users with SIPR and NIPR (Ops Center & KG175s).
• Package | Mail remote users' equipment for both government and contract personnel.
• Assist remote users with troubleshooting.
• LCR distribution: Setup OneDrive, Teams, Outlook, test VPN and issue power supply
  (travel).
• Collect equipment turn-ins: Complete paperwork, remove/destroy hard drives, scan
  equipment received, and send scan to G4 for TI.
• Off-site LARs support: Handing off unique bios password to supporting NEC personnel
  for LARs and issuing new and/or LCR equipment (including shipping).
• Input | Approve all HQ JMC TCOs.

MINIMUM QUALIFICATIONS:

A Bachelor's degree in Computer Science, Information
Technology or equivalent AND five (5) years of progressively complex information technology
and/or computer support experience; OR equivalent combination of education, training and
experience. Should possess certifications in related areas and have clear goals of additional
certifications needed to support emerging technologies. Recommended two (2) years'
experience in IT related field.

ADDITIONAL REQUIREMENTS:

May be required to periodically work outside the traditional
work schedule. This includes after hour support. Security+ is required for DoD 8570.01-m IAT
Level 1 position.

An Interim Secret Clearance is required prior to confirmed full time employment. Hired personnel
will be required to complete SCIP training through the NEC.

MINIMUM PHYSICAL REQUIREMENTS: The following demands are representative of
those that must be met by an employee to successfully perform the essential functions of this job.
This position requires lots of walking, occasional equipment moves and configurations.