Computer User Support Specialist

Job Title:   Computer User Support Specialist

Location:  Robins Air Force Base

Clearance:  Candidate must have or be able to obtain Secret Clearance

Inalab Consulting is recruiting Computer User Support Specialists to provide base wide network and client computer support for their Information Technology Desktop Management Services contact at Robins Air Force Base (RAFB) 78th Air Base Wing Communications Directorate (78th ABW/SC).  These services include:  receive, configure, deploy, install and reclaim IT systems with a sustainment capability provided by multiple local Help Desk support zones.

Responsibilities

Dependent on the assigned responsibilities, the Customer User Support Team’s duties include:

• Serve as the local technical Point of Contact (POC) for RAFB customers support of core IT systems/services and downward directed IT systems/services 
• Diagnose or solve trouble tickets over the phone where possible 
• Complete remote fix through DameWare® and/or Remote Desk Protocol (RDP) or similar AFNET approved remote administration tool. Permission shall be received from the customer prior to remote administration 
• For issues that cannot be resolved remotely, travel to the user’s location and resolve issue 
• For telework personnel, schedule a time and place for the user to come onsite and provide support in person 
• Use Remedy/ITSM to verify and document resolution of the problem with the customer prior to placing the ticket in a closed/resolved status 
•  Provide applications support and routine Client System Technician (CST) (hardware/ software) support
• Provide on-site support to personnel in the Executive/VIP List
• Provide on time delivery and installation of IT systems
• Distribute computers for Tech Refresh and pieces of equipment for new employees annually from the Depot
• Make all devices user ready when deployed from the IT Depot with the AF Standard Desktop Configuration (SDC), current security updates, and all user requested software (if approved for network user), to include printers and Multi- Function Devices (MFD) drivers and settings
•  Train Military CSTs as needed on current Air Force specific criteria laid out in a Job Qualification worksheet disseminated by the RAFB CFP
• Coordinate with the Base Network Shop for activation and Local Area Network (LAN) line troubleshooting from the computer or communication node to the wall jack on existing cable
• Respond to and resolve LAN line issues and request port activations within the ROBINS COLS 4 service level 
• Perform CAC PIN resets using CAC PIN Reset (CPR) Workstations 
• Complete pick-up, turn-in, and disposal of all excess hardware and software
• Notify Government of any system outages
• Cyber Security Office (WCO) to ensure all IT hardware and software meet information systems security requirements as defined by regulation and policy in AFI 17-130, Air Force Cybersecurity Program Management
• Provide on-site support of Negligent Discharge of Classified Information remediation and sanitation
• Coordinate with Government personnel to implement Notices to Airmen, Field Engineering Notices, System Advisory Notices, Heads Up Messages, Air Force Computer Emergency Response Team Time Compliance Technical Order, service packs and security patches as required by the Government 
• Provide written technical solutions and evaluations on IT requirements documents of new technologies, downward directed programs, RAFB unique requirements and make recommendations to the Government as to the feasibility of implementation into the existing network environment
• Provide dedicated E-Tools support for devices that includes desktop computers, laptops, tablet computers, handhelds, and associated E-Tool laptop cabinets for powering and updating E-Tools used in the disconnected mode
• Provide dedicated customer service for digital signs and associated hardware, client computer software and for the 78 ABW/SC, Robins AFB, GA
• Serve as the local technical POC for RAFB customers support of core IT systems/services and downward directed IT systems/services to the WLO organization

Required Skills and Capabilities:

• Trained to install and configure hardware, software, workstations, printers and scanners.
• Ability to investigate, diagnose, and solve computer software and hardware problems based on tiered experience levels 
• Well organized, customer focused and trained to utilize an Enterprise Service Desk (ESD) provided Remedy Help Desk Software System (proprietary to BMC Software, Inc.), Directory and Resource Administrator (DRA), Active Directory (AD), Windows 10 and be able to install and uninstal