Help Desk Technician

About the position

Ciqima Federal Services is seeking a Help Desk Technician to support the IT needs at Fort Gregg-Adams' Kenner Army Health Clinic. This role involves diagnosing and resolving technical issues related to hardware, software, networks, and applications, while providing direct support to Military Health System customers and IT end users. The technician will be part of a larger support team, ensuring the effective management and upkeep of IT systems and equipment.

Responsibilities

• Provide corrective action and diagnose problems through phone, electronic communication, and in-person support.
• Provide technical support to end users on various computer, software, printer, web, and mobile device issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Document, track, and monitor problems to ensure timely resolution through the DHA approved ticketing system.
• Provide 1-2 tier support to end users for Personal Computer (PC), server, or applications and hardware.
• Interact with network services, software systems engineering, and applications development to restore service and identify core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce current and future user problems.
• Provide support for Video Teleconferencing program.
• Maintain/troubleshoot Network Connectivity issues.
• Support DHA Global Service Center with installing, maintaining, and securing clinical workstations with the Standard Desktop Configuration (SDC).
• Install and configure PC-based medical application client software.
• Perform basic PC hardware troubleshooting.
• Support Refresh of PC Hardware by deploying new computer equipment to KAHC staff.
• Work with centralized Contractor Tier III reach back staff for problems above local ability.
• Provide support in installation of clinical end user devices, servers, network devices, and peripheral devices.
• Perform physical installation and initial configuration of KAHC routers and switches as well as IT Shared Services Hosting Environment equipment.
• Assist regional Tier III teams with installing medical applications and servers.
• Assist regional Tier III teams with troubleshooting and resolving problems with KAHC Infrastructure, IT Shared Services, and medical applications/servers.
• Provide support in maintenance of business continuity and disaster recovery program.
• Provide support in LAN/WAN/PC/Server-related security program.
• Manage functional application of an automated call distribution system.
• Maintain library of current scripts, software media, and licenses.
• Provide support in network upgrade and expansion as needed.
• Interface with base communications squadron personnel as needed.
• Perform Information System Security functions for the KAHC network, IT Shared Services, and KAHC-hosted medical applications/servers.
• Provide on-call support for KAHC.
• Other duties as assigned by the Project Manager.

Requirements

• High School Degree
• Security + Certification
• Minimum one year experience as a Help Desk Specialist
• Background Investigation Tier 3 (NACLC)
• IAT Level 1 ADP/IT III

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off