Job Summary:
Provides both direct end-user support services and systems-level support services, responds to customer trouble requests and problem calls received in person, by telephone, email or generated from automated software-based customer request systems, and resolves customer issues using automated remote control software where possible. Runs and acts as Site administrator for WebEx and virtual classes.
Job Responsibilities:
- Install, configure and troubleshoot PC and peripheral devices
- Perform critical hardware and software updates to meet Army/DoD security requirements.
- Perform integration, analysis, and daily operational support for client hardware and software installations
- Identify and resolve problems with desktop computer systems and applications.
- Identify problems related to the interaction of equipment and software to be supported under this contract with equipment and software supported by other systems or infrastructures
- Field questions from customers on hardware and software and resolve problems between the equipment, application software, communications and operating systems.
- Configure and troubleshoot video teleconferencing hardware and software
- Coordinate and host WebEx sessions and virtual classes
- Ensure all participants have class links and are able to join meetings
- Work to ensure facilitators and guest speakers are scheduled and are prepared to present in WebEx
- Provide technical support for those who experience audio or other issues that prevent participation.
- Troubleshoot end-user’s enterprise email system configurations.
- Set up new equipment, reimage, load operating systems and install application software.
- Provide user support on Windows current operating system
- Interact with ISP when required, for any potential new hardware/ network set up
- Initialize disk drives, load all software and resolve any problems that may arise during this process.
- Integrate printers, scanners, and other peripheral equipment.
- Perform desktop end-user functions necessary to maintain a fully operational network.
- Respond to all customer trouble requests and problem calls.
- Verify problem and ensure that all the pertinent information is recorded, such as serial number, location, user’s name, phone number and problem.
- Provide an explanation to the user if the time to resolve exceeds the time as set forth in the contract.
- Make follow-up calls to the user (10% of the trouble tickets generated within each week) to ensure that:
- The customer’s problem has been resolved to the end-user’s satisfaction.
- The equipment has continued to perform as required (if a hardware call).
- Provide full-time hardware, software and peripheral desktop and technical support for approximately 80 workstations located on Ft. Myer. This includes dedicated touch labor support for troubleshooting, repairing, and resolving customer issues and problems. Customer trouble tickets and problem calls will be resolved by direct hands-on troubleshooting and repair services for both hardware and software or by using automated remote-control software, where possible.
- Technician shall also maintain a work order database containing a complete history of all requests for assistance in the Government furnished work order database, as well as:
- Statistical data with reference to hardware and software replacement;
- moving of hardware;
- trends suggested by the types and number of calls by building, user and user organization;
- feedback on users’ nonuse of equipment;
- requests for new or different hardware or software;
- repair statistics by equipment type, user, building and configuration;
- and problem areas relating to applications systems.
- Statistics and surveys from virtual classes. This includes weekly surveys and information from WebEx such as:
- Monthly participant numbers, meetings in a month, average meetings in a week, average class length, average class size, and largest/smallest class size.
- Recommendations for replacement or improvement of any equipment or service that is or has become obsolete.
- Site Manager Work Order Database. Technician shall maintain and update a computerized work order database of all work orders for daily, weekly and monthly review by the COR
Preferred Qualifications:
- CompTIA A+ and Security+ certifications – Must have these 2 certifications or be committed to attain them within 6 months from start date.
- U.S. Citizen
- Candidate shall be able and willing to attain public trust clearance if required.
Sure Secure Solutions is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment contingent upon successful completion of a background investigation.
At Sure Secure Solutions we have an enjoyable working environment, offering competitive benefit packages and surrounded with professionals who have the subject matter expertise to develop innovative, cutting-edge business solutions in an ever-evolving technology landscape. The benefits include Dental Insurance, Vision Insurance, Life insurance, Long and short-term disability, Paid time off, 401(k) Retirement plan. More specific information on benefits eligibility will be provided as part of the interview process.
This is a Part-time Role. A U.S. citizenship is required. All candidates must be able to obtain a Public Trust Clearance.