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Form of workHELP DESK (HD) TECHNICIAN III is required to perform all tier activities. Tier III Engineering provides technical guidance to all tier levels for workarounds, breaks, fixes, repairs, and is the oversite for all Incident/ Problem resolution. Tier III manages the lifecycle refresh schedules of end user assets, is responsible for maintaining warranty, and the management of bench stock, directly interfaces with the government APMS ITAS procurement processes for replacement of hardware, software, teleconferencing devices, SIPR devices, VOIP phone devices, existing VTC suites maintenance, ancillary end user devices, mobility devices distribution and decommissioning processes.
This tier also tracks and provides metrics or other reports to the Program Manager and government lead as requested.HELP DESK (HD) TECHNICIAN III Description: Education: BS degree in computer related field. 60 months hands on HD Tier III service experience Certifications: Security+ CE Responsible for all I and II activities and provides oversite to ensure all HELP DESK deliverables and services are met. Knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures to provide desktop automation support to customer base.
Knowledge of automated system customer support methods and techniques to include troubleshooting, recovery, adjusting, modifying, improving, and resolving computer and software problems. Knowledge of customer support concepts and methods installed operating systems, and the IT infrastructure to serve as customer technical analyst with responsibility for resolving the most complex problems. Knowledge and skill in applying operating systems principles and methods, and the functionality of the current systems environment to configure systems components such as disk drives, printers, and other peripherals required to support operating environment.
Knowledge of a wide range of automation techniques, requirements, methods, and procedures to evaluate and advise on new and emerging technologies. Ability to use qualitative and quantitative techniques to evaluate HELP DESK program effectiveness. Specialized knowledge of Microsoft software products, skill in applying operating systems, and ability to configure systems components such as disk drives, printers, and other peripherals needed to support operating environment.
Working knowledge of, and skill in, applying maintenance concepts and methods to troubleshoot system problems. Working knowledge of and experience working with Active Directory. Working knowledge of and experience working with local and secure networks.
Advanced working knowledge of and experience working in and around the Army Golden Master (AGM) system imaging build. Root cause analysis and documentation of workarounds. Ensures workarounds and other fixes are socialized to all locations and works with the Knowledge Manager to update the Knowledge Library.
Ensure drawings, SOPs, operational manuals, asset management, decommissioning and other documentations is updated. Provides and collects ticket metrics and status for services, incidents, problem management to the Project Manager. Manages and provides performance metrics in coordination with government leadership and the contract Project and Service Level Manager.HELP DESK (HD) TECHNICIAN III Description: Education: BS degree in computer related field.
60 months hands on HD Tier III service experience Certifications: Security+ CE Responsible for all I and II activities and provides oversite to ensure all HELP DESK deliverables and services are met. Knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures to provide desktop automation support to customer base. Knowledge of automated system customer support methods and techniques to include troubleshooting, recovery, adjusting, modifying, improving, and resolving computer and software problems.
Knowledge of customer support concepts and methods installed operating systems, and the IT infrastructure to serve as customer technical analyst with responsibility for resolving the most complex problems. Knowledge and skill in applying operating systems principles and methods, and the functionality of the current systems environment to configure systems components such as disk drives, printers, and other peripherals required to support operating environment. Knowledge of a wide range of automation techniques, requirements, methods, and procedures to evaluate and advise on new and emerging technologies.
Ability to use qualitative and quantitative techniques to evaluate HELP DESK program effectiveness. Specialized knowledge of Microsoft software products, skill in applying operating systems, and ability to configure systems components such as disk drives, printers, and other peripherals needed to support operating environment. Working knowledge of, and skill in, applying maintenance concepts and methods to troubleshoot system problems.
Working knowledge of and experience working with Active Directory. Working knowledge of and experience working with local and secure networks. Advanced working knowledge of and experience working in and around the Army Golden Master (AGM) system imaging build.
Root cause analysis and documentation of workarounds. Ensures workarounds and other fixes are socialized to all locations and works with the Knowledge Manager to update the Knowledge Library. Ensure drawings, SOPs, operational manuals, asset management, decommissioning and other documentations is updated.
Provides and collects ticket metrics and status for services, incidents, problem management to the Project Manager. Manages and provides performance metrics in coordination with government leadership and the contract Project and Service Level Manager.
