IT Onsite Customer Support

Requisition #: 1474

Job Title: Onsite IT Customer Support Technician

Location: Redstone Arsenal, AL

Clearance Level: Secret

Required Certification(s): Security+ce Certification (Must obtain with 6 months of starting)

SUMMARY

The Office of the Chief Information Officer (OCIO) provides Information Technology (IT) support to PAE FIRES which is a Continental United States (CONUS) organization. The OCIO provides centralized life cycle management, direction, guidance, and support for the acquisition, sustainment, maintainability, supportability, and implementation of the PAE, Information Mission Area (IMA). PAE FIRES is an approved Data Center providing hosting to multiple organizations throughout the US Army Acquisition community.

JOB DUTIES AND RESPONSIBILITIES

PAE FIRES end user support, ticket response, resolution, and escalation for apps/SP. Respond to inquiries from computer users and assist in resolving IT problems. Diagnose computer hardware and software issues. Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems. Diagnose the nature of the problem and walk the customer through the problem-solving steps. Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting. Be proficient in the software and hardware used by the government. Be able to readily provide guidance and resolve issues. Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting. Operate and provide technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, mobile devices, and other specialized computer equipment.

QUALIFICATIONS

Required Certifications

Security+ce Certification (Must obtain with 6 months of starting)

Education, Background, and Years of Experience

High School Diploma / GED. 2+ years experience

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

Excellent Customer Service skills. Professional demeanor and appearance. Good communication skills. Must be able to work with a diverse and dynamic team

Preferred Skills

Some IT experience, preferably DoD/W

WORKING CONDITIONS

Environmental Conditions

100% Onsite Support Required. Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Strength Demands

Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Physical Requirements

Stand or Sit Walk Repetitive Motion Use Hands / Fingers to Handle or Feel Stoop, Kneel, Crouch, or Crawl Talk or Hear See