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Client Support Technician 3

Company: CDO Technologies
Location: Colorado Springs
Posted on: January 16, 2020

Job Description:

Client Support Technician 3





Job Profile:


This position provides client technical services and support to the local base as part of a mission support effort for ACC/A26





Responsibilities:



- troubleshoot fiber infrastructure, power connections and all peripheral devices such as hardware, keyboard, video devices, mouse and Keyboard Video Mouse (KVM) switchboxes from the desktop workstation, Video over Internet Protocol, printers, Desktop Video Teleconferencing, digital senders and printers to the Point of Presence and similar type devices.

- repair fiber when it is broken, frayed, or otherwise inoperable.

- work with the Communication Squadron for access to communication closets to facilitate troubleshooting efforts.

- resolve problems by identifying fix actions to customers by web interface, e-mail, phone, or by attempting a remote fix action. If physical access or replacement of equipment is required, contractor personnel shall be dispatched to sites to resolve the problem.

- track all assigned work and workflow in government designated Microsoft Office automation software. The contractor shall also provide written accounts of actions taken to resolve tickets.

- work with the customer s respective servicing communication organization to provide customers with notifications of outages, updates and other changes which will affect customer ability to use devices.

- remove, install or update hardware such as KVM switch boxes, from the desktop workstation, Video over Internet Protocol, printers, Desktop Video Teleconferencing, digital senders and printers.

- coordinate with Equipment Custodian for turn-over of legacy or inoperable devices.

- provide desktop touch maintenance.

- ensure availability of IT services such as e-mail, file, print and web services. This shall include the delivery of organizational and individual e-mails to the desktop, access to shared file and data storage location and the capability to print from the standard desktop to network printers.

- work closely with Enterprise Service Desk (ESD) which is part of the Enterprise Operations Center (EOC) located at Lackland AFB within the 625th ACOMS. Contractor shall coordinate with the ESD/EOC the troubleshooting of assigned Tier II tickets.

- work with the customer s respective servicing local communication organization to provide customers with notifications of outages, updates, and other changes that will affect customer ability to use devices.

- provide ticket submitter's ticket status updates at least twice a day at a minimum until issue is resolved. Updates shall include problem diagnosis, estimated completion time and ticket completion status upon problem resolution.

- track all assigned work and workflow in government designated Microsoft Office automation software. Contractor shall also document actions taken to resolve tickets. If the contractor identifies areas for improvement, they shall provide a short, written document with the recommendations described and justified. The contractor shall summarize all work performed in a monthly report and provide it to assigned COR(s).






Qualifications:



- Minimum 5 years relevant experience.

- Information Awareness Technician level 1 or equivalent experience.

- Information Technology Infrastructure Library (ITIL),

- Security +,

- Network +,

- A +,

- Microsoft Certified Systems Administration (MCSA)-Desktop/Windows 10.

- Top Secret SCI clearance.







.

EEO/AA employer M/F/D/V

Keywords: CDO Technologies, Colorado Springs , Client Support Technician 3, Professions , Colorado Springs, Colorado

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