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Desktop Support Technician 2 9/20/2017

CDO Technologies Pittsburgh, PA

Company
CDO Technologies
Job Classification
Full Time
Company Ref #
1549
Location
Pittsburgh, PA
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
AJE Ref #
579564918

JOB DESCRIPTION

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Position Summary:


This position provides client technical services and support to the local base as part of a support effort for AFRC.








Primary Duties/Responsibilities:


Function as focal point for user and workstation problem resolution. Provide end-to-end ownership of incidents with actual or potential impact to operations.


Create and maintain a central repository for technical advice and solutions for network systems, (CST/CFP share drive, Tier 0, etc.), software applications assistance, automatic data processing support, hardware exchange, and repair service support.


Assist with reporting network performance metrics using Remedy Action Reporting System.


Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues.


Coordinate with AFNet Mission Assurance Center (AMAC), ESU, HQ AFRC workcenters, other AFRC host bases, and the AFRC/MCCC to work all user issues.


Work with HQ software license manager to prevent unlicensed software from being used on the network.


Administer cloud-related components and operational management tools.



- Maintain cloud user access roles, presentation of applications and automation workflows.

- Support requirements to configure and implement any required cloud integration with other applications, automation monitoring and automated event/ incident remediation wherever possible and appropriate.

- Manage and maintain VMs and virtualization related technologies, including configuration management tools.



Image, reimage, work-assist tech refresh for workstations, printer support, hand-held mobile devices, etc.


Support workstation types that include: desktops, laptops, tablets, zero clients, mobile devices (including smartphones and iPads), tablets, etc.


Support Lync-Enterprise/Skype for Business user capabilities and functionality.


Assist in evaluation, testing, documenting, deploying new user-base technology.


Function as an equipment custodian, as required.


Assist with local user training, performs initial fault assessment and resolution.


Work, coordinate, document, resolve, and close trouble tickets and coordinate activities with CSTs in the CSC.


Manage the Remedy queues supporting the local users (e.g., at HQ or respective base).


Support will include those IA duties, as required by AFNet.


Utilize Remedy Management System (RMS) to maintain historical database of reported problems and associated events.


Provide Tier 0 and 1 support includes support to NIPR/SIPR services.


Remediate vulnerabilities on assigned systems and report in AF designated systems (e.g., ACT).



- Provide an always ready posture for successfully completing a Command Cyber Readiness Inspections (CCRIs) for Tier 1, user-facing vulnerabilities.






Skills Required:





Mandatory:


Technical experience utilizing PowerShell.


Technical experience remediating MS-based Windows workstations.


8570 IAT 2 certification


2 years relevant experience


Secret security clearance



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CDO Technologies, Inc. is an EEO/AA employer M/F/D/V