Essential Job Functions:

• Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
• Shall be the primary agent for the accountability of the customer's vast IT hardware resources.
• Provide reports for technical support activity, property accountability, and event schedules.
• Maintain meeting, training, and conference room schedules while coordinating technical support for each room.
• Responsible for assisting Tier I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues.
• Escalate higher issues to Lead Support or Tier III technical support group.
• Conduct onsite installations or replacing various hardware components, software repair, diagnostic testing, and utilizing remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.
• Receive and respond to customer telephone calls concerning general inquiries, “How To” assistance, or specific problems regarding any OIMT function defined within the performance work statement.
• Shall accept and process all customer Incident, Problem, and Change Tickets.
• Assist customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software to include commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer procedural issues.
• Whole site outages, intermittent connectivity and network response degradation issues shall be escalated in accordance with documented ticket escalation procedures.
• Continuously take proactive steps to reduce ticket escalations by adapting new trends, and changes to customer support requirements.
• Shall keep the customer informed during the troubleshooting and resolution period until the ticket is closed For Monitor Problem Notifications, review and monitor all network status messaging systems and software in place to determine current system and network status.
• Maintain an awareness of all reported issues that can potentially affect DOI/IA services.
• For the Incident Resolution Activities, open an Incident Ticket in the Ticketing System for every customer contact and attempt to respond to any customer inquiry or IT incident.
• Determine and document the scope, impact, and urgency of the problem based on DIO documentation.
• Shall comply with Service Center Severity levels and response time. Shall apply temporary fixes where appropriate while permanent solutions are developed.
• For the Remote Configuration and Administration, use Government furnished software to provide remote assistance, troubleshooting, and problem resolution for desktop computer, Network Attached Storage, network printer, and other devices where remote assistance through the DOI/A network is possible.
• Current approaches include Microsoft Remote Desktop Functionality, Microsoft Remote Desktop Assistant and the use of DameWare.
• Shall update Incident Tickets any time with the following:
  • (a) resolution efforts have been taken
  • (b) a change in the status or impact of the problem has occurred
  • (c) any contact with a customer, vendor, or DOI/IA constituent has been made
  • (d) as regulated by the priority of the ticket or service target date and accompanying text description.
• Shall monitor its progress and escalate any lack of service, repeatedly missed required ticket updates, or other service delivery issues, to the Federal Functional Lead to ensure customer satisfaction.
• Coordinate, when directed, formal, and informal, meetings and consultations among DOI/IA constituents, third party vendors, and management to address unresolved complex problems, overlapping constituent ownership, and trends involving service delivery issues.
• Follow current and newly developed specialized procedures based on problem types, urgency and priority. Such procedures will often require special notifications, reports and paging on escalation or transfer.
• Prepare reports detailing all open high impact-high urgency issues encountered up to the time of the report creation and submit it to the high impact-high urgency distribution list.
• Shall provide a daily report of customer complaints to the Federal Functional Lead.
• Provide problem analysis and statistical reports as required by DOI/IA to include statistics on new systems deployed, and general call/problem statistics and trending.
• Identify and deliver new reports required to analyze trends affecting call intake volume or problem resolution performance.
• Document current procedures which relate to the tasks listed in this Task.
• Work with other staff in developing and documenting new procedures for the tasks listed in this Task.

• Familiarity with standalone and network computers and associated peripheral devices.
• Must have excellent hearing, vision and hand-eye coordination.

• High School Diploma or GED
• Minimum one
• (1) year experience in computer system/network support Six (6) months of specialized experience related to Hardware PC Technician
• Minimum two (2) years computer support experience.
• Experience with IT Infrastructure Library (ITIL) version 4
• CompTIA A+
• Must be able to obtain a Government Public Trust clearance.
• Must be able to pass a full criminal record background check, to include a credit check and drug/alcohol screening.

Preferred Qualifications:

• Public trust and/or government security clearance highly desirable
• Preference will be given to Alaska Native and/or American Indian applicants.