The Technical Support Specialist Level II will provide superior support for clients regarding in-house computer equipment, software, desktops, printers and peripherals. He/she is responsible for entering all new issues into the Remedy support database, detailing the customer’s problems or requests, assigning those that cannot be resolved immediately to the proper Desktop level team and follow-up to insure prompt closure.
Responsibilities:
Use trouble ticket software to document and maintain all client trouble calls. Supports functional users in troubleshooting computer related problems and resetting the network access accounts whenever required.
Monitors and responds to hardware and software problems utilizing hardware and software testing tools and techniques, provides customer assistance support in setting up microcomputers and/or installing software packages, advises clients of where and how to acquire appropriate technical assistance.
Works with members of the desktop, network, systems and other teams within the Med Center on projects and initiatives as needed
Oversees the scheduling of Medical Center conference rooms
Maintains and protects confidentiality with regard to all aspects of patient care and employee information
Promptly and accurately reports all maintenance calls. Notifies vendors of software and hardware problems. Works with vendors to correct system faults.
Acts as Medical Center point of contact for resetting government issued CAC cards.
Continually monitors environmental systems including water detection systems, air conditioning output and Uninterruptible Power Supply (UPS) to detect and correct malfunctions and other operating difficulties caused by electrical or mechanical failures or functional area users. Isolates causes of machine stops or malfunctions and initiates corrective action to fix and prevent future problems.
On-call duties are required on a rotating schedule for evenings and weekends. Overtime shall be credited for time utilized.
Ensures all operation problems are entered into operations log before going off duty. Downtime on all systems will be entered into the appropriate log as it occurs
Executes tape backups on all assigned systems at specified times to prevent potential data loss from malfunctions and preserve data integrity.
Maintains the systems tape library, prepares new tapes for the library, and locates tapes in off-site storage and/or main tape library. Ensures all tapes are labeled properly, verified every time a tape is used and that tapes are rotated monthly.
Monitors access to designated Controlled Areas. When working on day shift, provides system security briefings on systems to all functional area users. Assigns and updates security passwords to medical center personnel to provide various levels of system access. Deletes passwords for out-processing personnel. Updates computer room access lists and fill out security forms. Escorts visitors, in-house personnel, maintenance personnel, and cleaning personnel while they are in the computer room.
Become familiar with and adhere to Air Force, Keesler Technical Training Center, and Medical Center regulations concerning Computer Operations.
Conducts all In/Out processing of hospital personnel for the Medical Information Systems Element.
Monitors and reports on performance of Tech Support to senior management.
Implement IT policies, procedures, and system controls
Performs Start Up, Power Off, Shutdowns and Power Failure Recovery procedures when required.
Required Skills:
Able to provide support for all data center and desktop environments in a 24/7/365 environment. Polite, patient, and customer focused assistance is a must. Effective verbal, presentation and listening communications skills. Effective written communications skills. Able to maintain current and accurate inventory of technology hardware, software and resources. Be familiar with all current hardware and software. Must be flexible to work comp time and weekends to provide emergency coverage if required. Be familiar with network operating systems. Working knowledge of Remedy Service Management, Microsoft Office, Visio and other software tools.
Education: High School Diploma, Security + Certification
Years of Experience: 3-5 years of experience
Travel: No
Security Clearance Required: Contract clearance required
Position Type: Full Time
Work Location: Keesler AFB, MS
Top salaries paid for qualified candidates.
Agency submissions are not being accepted at this time.
For more information on Sumaria Systems, please visit our website at www.sumaria.com.
Sumaria is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or protected veteran status.
Sumaria is a Full Lifecycle Engineering, Technical Services and Professional Solutions company in support of the Warfighter, supporting modernization, high end services and next generation capabilities in contested domains. Sumaria has been a trusted partner to U. S. Department of Defense for more than 40 years, providing Lifecycle Systems Engineering, Advisory & Analysis/SETA, C5ISR and Enterprise Information Technology solutions. With expertise to lead, insight to deliver and commitment to succeed; we staff each mission with a carefully selected team of seasoned professionals. We're Headquartered in Peabody, MA, and have regional offices across the nation.
Sumaria Systems only provides engineering services to the federal government and does not provide professional engineering or surveying services to the public within the meaning of Ohio Revised Code Section 4733.16.