United States Department of Defense - Fort Campbell, KY

posted 3 months ago

Part-time,Full-time - Mid Level
Fort Campbell, KY
National Security and International Affairs

About the position

The IT Specialist (Customer Support) position within the Department of Defense is a critical role responsible for providing high-level technical support and customer service to users at Fort Campbell, KY. This position involves resolving complex user trouble tickets that have been escalated from Tier I and lower-grade technicians, ensuring that all users receive the assistance they need. The IT Specialist will work closely with database analysts, network administrators, and other technical staff to troubleshoot and resolve issues related to network connectivity, server connections, and PC hardware and software failures. In addition to troubleshooting, the IT Specialist will conduct installations and implementations of new system hardware and software, developing standard operating procedures to ensure efficiency and compliance with existing regulations. The role requires conducting thorough testing to ensure that all systems are operable and meet the necessary quality control standards. The IT Specialist will also be responsible for maintaining the Installation Campus Area Network (ICAN) systems, providing specifications for required equipment, and identifying any adverse trends or equipment shortcomings. Recommendations for corrective actions will be made to optimize the utilization of equipment and ensure that all regulatory and security requirements are met. This position may require overtime and on-call duty on short notice, including nights, holidays, and weekends, to support mission requirements. The incumbent must be prepared to perform 24/7 shift work and respond to callback requirements within two hours of notification. A valid motor vehicle driver's license is also required for this role.

Responsibilities

  • Resolve user trouble tickets and provide consulting services to database analysts and network administrators for complex issues.
  • Provide customer assistance to all users and troubleshoot network connectivity, server connections, and PC hardware/software failures.
  • Conduct installations and implementations of new system hardware and software, developing standard operating procedures.
  • Conduct testing to ensure operability, efficiency, and compliance with existing procedures and regulations.
  • Recommend, plan, coordinate, develop, test, document, install, and maintain desktops on the Installation Campus Area Network (ICAN) systems.
  • Maintain constant system quality control to ensure regulatory and security requirements are met.
  • Identify adverse trends and equipment shortcomings, recommending methods and procedures for corrective action.

Requirements

  • Must obtain and maintain a Secret Security Clearance based on a Tier 3 Background Investigation.
  • At least Basic Proficiency Level training and certification in accordance with DoD Manuals 8140.01 and 8140.03 for the specified DCWF code (411) within nine months of appointment.
  • Must have Computing Environment certifications, specifically Microsoft 365 Certified: Endpoint Administrator Associate, within 9 months.
  • Experience resolving complex issues or tickets elevated from other technicians.
  • Experience determining appropriate IT systems to support customer business requirements.
  • Experience providing training to IT Support personnel and/or end-users.

Nice-to-haves

  • Experience in a federal government IT environment.
  • Familiarity with DoD regulations and compliance standards.
  • Ability to work under pressure and manage multiple tasks effectively.

Benefits

  • Comprehensive benefits package as a federal employee, including health insurance, retirement plans, and paid time off.
  • Eligibility for recruitment or relocation incentives for highly qualified candidates.
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