Senior Computer User Support Specialist - Bonneville Dam
Cascade Locks, OR · Computer/Software
Want to work with highly motivated individuals that come together to form high performance team and enjoy the relaxation and beauty of America’s Northwest? Come join GTOi today!
We are looking for a Computer Support Specialist to provide help desk technical, operational, and training support to computers users on-site (or via telephone/electronically)concerning the use of computer hardware and software, including printing, installation, productivity applications, electronic mail, and operating systems for the US Army Corps of Engineers (USACE) under the Revolutionary Information Technology Services (RITS) contract.
Why should you join the Government Services USACE team?
USACE has a diverse mission supporting vital services throughout the U.S. and operations worldwide. USACE is mostly known for their support of water ways (locks, levees, dams, canals) but they are also involved in a wide variety of support for the DoD and other civil engineering projects.
USACE offers a large network connecting over 1,500 locations and operates two data centers. The RITS opportunity will provide a revolutionary approach for IT services within USACE. Working and building infrastructure throughout the world in support of the USACE mission. RITS will include the opportunity to move additional IT services to the cloud, and streamline end user support and services, while building and maintaining state of the art solutions.
Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware. Provides support with problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. May simulate or recreate user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.
Delivers 24/7/365 IT technical support to approved seat service USACE end users at 1650 different US and global locations to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices. Provides timely restoral and proper maintenance of USACE laptops/tablets/workstations and peripheral devices. Provides recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies.
Responsible for day-to-day logistics of deploying integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets. Provides support for USACE COOP activities and USACE-approved training for new technology deployment at US and global locations. Identifies, logs and tracks user issues, software conflicts and hardware device conflicts through IT incident ticketing system. Provides resolution and/or escalates to next Tier for assistance. Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
Support responsibilities include software installation, and configurations.
Perform technical, operational, and training support to for desktop hardware and software packages.
Install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs.
Troubleshoot printer, computer, and peripheral incidents, perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
Escalate more complex problems to Senior Level.
Provide expert technical knowledge.
Maintain currency and high level of technical skill in field of expertise.
Interim Secret Clearance required prior to start.
High School Diploma or equivalent.
3+ years of applicable work experience.
Current DoD 8570 IA Baseline Certification, IAT Level I (examples include: Security+ CE, A+ CE, Network+ CE, SCCP, CCNA-Security certifications).
Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment.
Experience supporting Windows 7, Windows 10, and MS Office 2013, MS 365.
Experience using Remedy or a similar ticketing system.
Strong analytical and follow through skills.
Strong written and verbal communication skills with ability to present ideas in a business-friendly and user-friendly language
Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments.
Ability to work well independently on defined tasks.
Ability to work well as part of a team.
Grimmer Technology and Operations, Inc. (GTOi) is a Small Business Administration 8(a), service-disabled veteran, and woman owned small business committed integrating new technologies and transforming initiatives into real-world capabilities for the Department of Defense while providing quality careers for veterans and all GTOi associates. We offer excellent pay and benefits packages, and we are an equal opportunity employer.
Contact firstname.lastname@example.org for more information.