System Support Specialist

Job Description

Job Description

Description:

This position is contingent upon contract award.

A System Support Specialist is responsible for providing troubleshooting assistance and problem resolution for workstations to include printers, desk phones, and company-provided mobile phone questions in a variety of environments. Such assistance and resolution are provided for personal computers, mini/mainframe computers, client servers as well Local Area Networks (LANs), Wide Area Networks (WANs), and web pages.

Essential Duties and Responsibilities include, but are not limited to :

• Represent the Information Technology team when interacting with the workforce.
• Provide support for all Information Technology products and services.
• Install, troubleshoot, program, maintain, modify, repair, and replace (if needed) to original condition for voice and non-voice communication systems. Voice and non-voice communication systems include (but not limited) to switching equipment, consoles, relay racks, miscellaneous radio, intercom and public address systems; alarm systems; and telephone key systems; LAN computer data circuits, etc.
• Run cables or wire to telephone sets, terminal connectors, lugs, pins, or screws, associated with key telephone equipment and terminating equipment for non-voice circuits. Repair damaged or deteriorated telephone or other telecommunication wiring to original condition or replace from the pier side connection point to the craft including telephone jacks.
• Replace cracked, missing, or inoperative plug-in or screw connected telephone jacks.
• Answer questions, troubleshooting assistance, problem resolution, teaching or instructing others regarding software or hardware functionality, and communication policy.
• Determine the most effective manner to resolve personnel’s technical issues.
• Engage in research and in-depth troubleshooting to resolve technical issues.
• Resolve support related issues independently but may escalate complex and/or high priority problems to the appropriate Information Technology team members for resolution.
• Verify suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Provide assistance with personal computers, mini/mainframe computers, client servers, LANs, WANs, and web pages.
• Per contract requirements, must be able to respond to urgent calls outside of regular working hours.
• Other duties as identified and assigned

Required Education and Experience

• Associate’s degree in Computer Science, Engineering, or related discipline.
• Active DoD Personnel Security Clearance
• Minimum 1 year experience providing workstation support.
• Ability to learn quickly and work independently.
• Experience with Windows 7 & 10 Workstations.
• Experience with hardware repair (break-fix) and configuration/installation.
• Experience in Wireless network support.
• Knowledge of LAN/WAN networking.
• Knowledge of Microsoft Office Suite, MS Windows Server 2008 and above, Active Directory & related software.
• Knowledge of Windows 7/10, Office 2010 and above and various other applications for installation and support.
• Knowledge of Administrative skills for Windows 7/10, Microsoft Office, Sophos Antivirus.
• Knowledge of Ethernet, cabling, hubs/switches, network protocols, printers, and multimedia presentation technologies support.
• Excellent customer service/problem-solving skills.
• Excellent communication skills both verbal and written.

Certificates, Licenses, Registrations

• MCSE/MCSA certification
• Certifications: Microsoft MTA, CompTIA A+, Network+, Security+
• Experience with SMS, Active Directory and/or Group Policy.

Supervisory Responsibilities

• As Required.

Security Responsibilities

• Eligible and obtain a DoD Personnel Security Clearance.
• Must comply with all company Information Systems security policies and procedures.
• May be responsible for proper classification and marking of all information and materials. Employee shall not divulge any information, or afford access to other employees not having a need-to-know authorization. Shall not divulge information outside the company without management approval. Will be required to execute company non-disclosure agreement prior to access to any controlled information.

Language Skills

Must be able to read, write, speak, and understand the English language. Must have the ability to read, analyze, and interpret complex words and technical documents/diagrams.

Must be able to effectively communicate orally and in writing and work effectively as part of a team.

Reasoning Ability and Mathematical Skills

Must be able to analyze problems, collect data, establish facts, and draw valid conclusions. An ability to interpret complex customer requirements and attitudes from verbal, non-verbal, and written communication is desirable. Must be able to calculate figures and numbers, and percentages and be able to draw and interpret graphs. Ability to read and understand electrical schematics and drawings.

Work Environment and Physical Demands

The work environment and physical characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift and/or move at least 50 pounds.
• Must be able to walk and/or climb stairs and ladders.
• Must be able to accommodate confined spaces.
• Must be able to stoop, bend, and crawl on top or under equipment.
• Must be able to detect odors, noises, bangs, etc., or other sounds to detect discrepancies of malfunctioning equipment.
• Must be able to distinguish colors.
• Must be able to perform Domestic and International travel as required.
• Shop floor environment.
• Will be working in areas with risk of injury from electrical applications, moving mechanical parts, hydraulic, or pneumatic systems under pressure and electrical motion systems.
• May be exposed to conditions of extreme heat, airborne particles, and loud noises.