The User Support Technician II supports the Federal Aviation Administration (FAA) by providing phone and in-person support and is the initial point of contact for troubleshooting personal computer (PC) hardware/software and printer problems. This position works within a team and remotely works on computer equipment using authorized remote control tools and software while closely following national and local policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Resolves user issues using remote control support and technical phone support.
Installs software, modifies settings, replaces hardware, etc. to resolve user issues. Resolves desktop and network issues to restore service. Removes/uninstalls software products.
Executes hardware/software deployment projects per the deployment plan.
Performs software installation, configuration and troubleshooting. Upgrades software packages, and applies updates and fixes to any existing software products.
Configures network components via remote control.
Configures and troubleshoots printers, scanners and other peripheral devices. Removes/uninstalls hardware.
Uses configuration management and ticket processes to document support actions taken.
Supports lifecycle management of IT equipment and deployment through exchange/disposal.
Ensures installations are accomplished per plan, manufacturer specifications, and industry best practice. Resolves technical issues, ensures issues are resolved per AIT direction, and documents installed configurations.
Uses the Remedy Tool to manage user incidents and requests. Uses ITSM software tool to log/document all events, findings, actions and problem resolutions.
Takes action to resolve events without delay. Escalates incidents to the next highest tier support level or the appropriate group per FAA guidance.
Follows up with customers to ensure the work was completed to the customer’s satisfaction.
Under general supervision, designs local area networks of mini/micro computers for office settings.
Provides management with the status of projects, problems or other outstanding project related issues.
Establishes and maintains local area network security.
Ensures professional, courteous and helpful customer service is always provided.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
Associate's degree and a minimum of five (5) years relevant experience, or equivalent combination of education / experience. Three years of relevant experience may be substituted for degree. Experience providing support for a large organization.
Specialized experience: Previous hands-on and remote desktop support experience, REMEDY helpdesk software experience, Microsoft Office Suite and Active Directory experience.
CERTIFICATES / LICENSES / REGISTRATION
Ability to obtain a government security clearance
A+ Certification preferred
Microsoft certification(s) preferred (i.e., Win7, Office 2010, Microsoft Networking, Microsoft Systems Engineer (MCSE) and Microsoft Certified Desktop Technician)
Novell Certified Network Engineer (CNI) preferred
ITIL certification preferred
HDI certification preferred
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Skilled proficiency utilizing and troubleshooting Windows Operating System and Microsoft Office Suite 2010 or higher with ability to type 30 plus WPM
Working knowledge and proficient understanding in the use of Active Directory and Remedy ITSM software with ability to log tickets correctly and efficiently
Knowledge of ITIL terminology and best practices
Knowledge of Dameware Remote Administration Tool
Ability to troubleshoot and resolve computer hardware, software, desktop server and network issues
Ability to reset local / network passwords and to add / remove users
Excellent problem resolution skills with ability to properly and successfully address customer needs / requests
Exceptional customer service skills with ability to use tact in handling difficult individuals and/or situations
Excellent verbal and written communications skills with ability to write routine reports and correspondence
Excellent analytical skills with ability to troubleshoot computer / network related issues.
Ability to learn and apply new knowledge in a fast-paced environment
Detail-oriented with ability to manage multiple projects and priorities
Ability to effectively work both independently and in a team environment
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.