Systems Help Desk Technician

Systems Help Desk Technician

Tampa, FL (100% onsite)

2 year contract

Pay: $28-$32/hour

CompTIA Security+ certification required

Minimum 3-5 years of experience

• Provide corrective action and diagnose problems through phone, electronic communication and in-person support.
• Provides technical support to end users on a variety computer, software, printer, web, and mobile device related issues.
• Identify, research, and resolves technical problems. Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor problems to ensure a timely resolution though the approved ticketing system.
• Provide Tier II support to end users for either Personal Computer (PC), server, or applications and hardware.
• Interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce current and future user problems.
• Interact with the ServiceNow & Remedy Trouble Ticketing system to documents issues and resolutions.
• Provide support for Video Teleconferencing program.
• Maintain/troubleshoot Network Connectivity issues.
• Support Global Service Center with installing, maintaining and securing clinical workstations with the DHA Standard Desktop Image. Install and configure PC-based medical application client software.
• Perform basic PC hardware troubleshooting.
• Support Refresh of IT/Medical IT Asset Hardware by deploying new computer equipment to MTF staff.
• Provide support in installation of clinical end user devices, network devices, and peripheral devices.
• Assist Tier III teams with installing medical applications and servers.
• Assist Tier III teams with troubleshooting and resolving problems with MTF Infrastructure, IT Shared Services, and medical applications/servers.
• Provide support in maintenance of business continuity and disaster recovery program. Provide support in LAN/WAN/PC/Server-related security program.
• Support MTF with Video Teleconferencing program.
• Manage functional application of an automated call distribution system.
• Maintain library of current scripts, software media, and licenses.
• Provide support in installation of clinical end user devices, servers, network devices, and peripheral devices.
• Provide support in network upgrade and expansion as needed.
• Interface with base communications squadron personnel as needed. Perform the following Information System Security functions for the MTF network, IT Shared Services, and MTF-hosted medical applications/servers:
• Assist Tier III teams in applying software updates, security patches and DISA STIGs
• Assist Tier III teams with mitigating vulnerabilities.
• Complete and maintain currency of 6 MDG required training.