Help Desk

• Provide real-time support services for local non-enterprise software application systems
• Provide Tier 2 desktop break/fix support and ensure the incident resolution process is
effectively executed by the er submission to the helpdesk ticketing system)
• Ensure incident response time is less than 30 min to assess the issue, less than 8 hours to
contact a staff member for resolution and ensure all reporting is completed and documented
in the Helpdesk app.
• Troubleshoot print and scan capability functions of networked print units
• Assist users in gaining access to remote access applications, install the required software, train
users, and resolve technical issues
• Assist command equipment specialists with an annual inventory of all IT assets, follow local
procedures
• Perform image upgrades for all Microsoft Windows operating system versions
• Perform onsite support of workstation/laptop/tablet installation and equipment setup
• Provide desktop support and manage the break/fix process to resolve technical issues
• Apply IT hardware and software management principles, methods, and procedures for
troubleshooting issues, email account management, audio/video/web teleconferencing
capabilities, and smartphone technology
• Work with all levels of personnel to troubleshoot technical problems and provide general
technical assistance
• Manage daily operation of all network equipment and capabilities.
• Maintain PC, workstation, laptop, and tablet system configurations
• Analyze and resolve technical issues
• Manage email accounts and groups using Active Directory and MFA.
• Manage hardware, file formats, applications, web content, and virtual server/machine
operations
• Respond, diagnose, and remediate server issues in a dynamic environment
• Report allocation recommendations, performance, and network capacities to the Network
Manager based on trend analysis
• Maintain AV equipment.
• Track all Server Activity including system log verification and perform software uprades on
client servers
•
Address questions about technical problems and improve efficiency by evaluating system
network functions and reviewing system logs
• Detect and verify malicious or suspicious activity
• Manager/Task Lead to maintain the integrity of the network, server deployment, and security
• Install and configure all versions of Windows Server (Both SHB and Non-SHB loads)
• Manage backup and recovery support
• Maintain access to administrator-level privileges on all servers and desktops to ensure the
integrity of those systems
• Apply network/server configuration and maintenance for mid-size Organizations
• Design and configure training classrooms and support local and remote site special projects
• Manage comprehensive virtual machine environments, server, network security, and network
administration in various environments
• Establish a contingency plan and failover capability
• Apply information security policies, procedures, and security measures
• Apply program and project management principles
• Resolve issues involving streaming video, graphic design, web-enabled graphic tools, interface
development, and content management systems