Computer Support Specialist NHJ

Aleknagik Technology, LLC is seeking an On-site Computer Support Specialist to support Naval Hospital Jacksonville (NHJ).

Duties :

Provide daily computer support to NHJ users through installation, troubleshooting and support of networked computing devices and stand-alone computer devices.

This includes all workstations and all mobile computing devices, printers and scanning devices, hardware, and software applications.

Process service tickets related to computer problems, domain account / access, mapping to shared drives / printers and various computer peripherals.

Requests include troubleshooting and correcting problems remotely or, if required, on-site visits.

Perform scheduled hardware and / or software installation. Responsibilities may include such things as configuring and installing new or replacement computers, network printers and scanners.

Assists customers with Common Access Card PIN resets and first-line troubleshooting of Multifunction Device Assist customers with desktop application installation, maintenance, and troubleshooting.

Sets up, administers, and troubleshoots end user devices for LAN and remote access connectivity including secure client connectivity, wireless and wired connections.

This includes desktop, laptop, tablets, and mobile computing devices.

• Administers iPhone device user accounts and troubleshoots all iPhone device problems.
• Maintain an accurate database to include space, assigned and emergency Apple devices and accessories. Answers and resolves customer application, printer, or hardware problems within one hour of request for minor problems.

More complex problems such as hard drive failure, motherboard failure and re-imaging of PC may take up to 72 hours to resolve.

All patient impact service calls shall be addressed and resolve immediately with complete resolution and closure of call by end of same day called.

• Performs in-depth troubleshooting and problem analysis as needed on a daily basis with all action steps documented each time in the NJH Trouble ticket system.
• Performs Software patch version upgrades and hardware driver installations as needed on a daily basis.
• Documents Workload, results, and any issues at it relates to performance of duties.
• Responsible for deploying new or upgraded operating systems, applications or other software as required.

Qualification :

Four (4) years of experience with :

• Providing tier 1and tier 2 support within the DoD.
• Troubleshooting mobile computing devices to include, but not be limited to, tablets, smartphones, blackberries, Android, and Apple devices.
• Troubleshooting printers, MFD and other networked devices.
• Experience providing remote support as well as using remote support tools such as Dameware and Hyena.
• Experience with trouble ticket systems such as the NHJ Trouble Ticket system,
• Remed y, or similar system and the documentation required within the system.
• Experience Troubleshooting, maintaining, and replacing cisco switches and routers.
• One (1) year of experience with and troubleshooting thin client / zero client solutions such as a Clinical Desktop Program (CDP) / Dell Wyse Client.
• US Citizen, Active Secret Clearance
• Security+ CE (enrolled in CEP) Certification required
15 days ago