AVYON Consulting Group Inc is seeking an IT Service Desk Technician to support the Martin Army Community Hospital (BMACH) located at Fort Benning, Georgia (GA).
Job Description: Act as a single point of contact for quickly resolving users’ immediate needs, technical issues and incidents. Addresses problems, installs, configures, troubleshoots and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support) for organizational direct reports as well as Command defined IM/IT support agreements on or near Fort Benning, GA.
Researches evaluate and provide feedback on problematic trends and patterns with IP aware devices, peripherals and customer support incidents.
Provides technical assistance to functional / power users/application administrators regarding IT equipment operations and maintenance and uses industry-standard techniques/procedures to test and analyze computer equipment malfunctions and software errors. Resolve if able and/or document and report to the appropriate IT Platform Program of Record Office (PMO) and DHA.
Performs problem resolution either in person or remotely depending on the severity and nature of the problem in accordance with established local SOPs. Responsible for triaging, managing and resolving all customer-facing IM/IT issues and concerns while minimizing operational disruptions. The scope of responsibility includes but is not limited to operating system maintenance, firmware, drivers, printers, peripherals, scanners, serial devices, USB devices, smartphone provisioning, monitors, Multi-Function Device configuration, and etc. Ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Resolves system failures (hardware/software) by providing for the revised application of system operating capabilities in a manner that allows working through or around the problems with reduced capacity, readjusting the system when the full operating configuration is restored.
Provides technical support and training to customers who need assistance utilizing client-level hardware and software in accordance with established or approved organizational process components. Performs on and off-boarding account management activities in coordination with the cybersecurity team and System Administrators to ensure an efficient transition of staff to and from the organization. Monitors all user, personnel computer and peripheral objects and accounts within the provided LDAP database for accuracy and completeness of metadata in accordance with Enterprise and local standards. Responsible for maintaining, updating and keeping current the location of all user, personal computer and peripheral objects and accounts within provided LDAP database repository.