IT Support Specialist

Job Title: IT Support Specialist

Location: Kirtland AFB, NM (on-site)

Clearance: Active TS with SSBI and eligible for SCI

The IT Support Specialist supports the IT Customer Service Desk, providing technical support on the local tenant infrastructure and systems for the Air Force at Kirtland AFB, NM. 

Required Skills and Capabilities: 

• Knowledge of ADPE asset management processes
• Knowledge of service desk operations, meeting resolution performance metrics and responding to customer issues with professional approach
• Knowledge of Defense Switched Network (DSN) and AMX equipment and understanding of maintenance and operations for VTC

Educational and / or Experience Requirements: 

• High School diploma or equivalent
• Security +CE
• 2+ years working in a TS processing environment

Responsibilities: 

Information Systems Operations/Maintenance: 

Participate in the management of Automated Information Systems (AIS) and network enterprise systems, support, network operations comprised of a variety of operating systems and third-party applications, web-based platforms, and the information system tools derived from them. Maintain currency as these systems evolve.

Activities include the following:

• Troubleshoot and implement approved corrective actions for secure and non-secure Automated Data Processing Equipment (ADPE) hardware, such as video teleconference systems and client/server computer systems
• Provide installation services for network and telephone communications lines running over copper and fiber optics
• Advise, troubleshoot, and implement approved corrective actions for secure and non-secure software, such as Microsoft Office, Trellix, Acrobat Reader, etc.
• Troubleshoot classified and unclassified electronic messaging services
• Troubleshoot and maintain printers, printer mappings, and replace consumables.
• Use WDS to install Windows images on approved workstations.
• Provide basic knowledge of IP Addressing, DHCP, DNS and MAC filtering
• Participate in the inventory process for all ADPE-related items (including hardware, software, media, licenses, etc.) using Government provided systems
• Assist the Government in the preparation of appropriate inventories and property documentation to update ADPE equipment inventories maintained by DAF RCO-FSU as regularly scheduled by the Government
• Clients to be supported: Windows 10, 11, and any future clients as they evolve

Video Teleconferencing Services:

• Operate the video-teleconferencing (VTC) and audio-visual equipment, perform operation, basic maintenance, and troubleshooting procedures for the Conference Center (VTC) system
• Ensure all operational aspects of the VTC are functional to include network connectivity requirements, VTC Connection and routing procedures
• Install equipment, and maintain the technical capabilities for the integrated presentation system
• Knowledgeable of software packages for the integrated presentation systems
• Maintain a detailed inventory to ensure all equipment signed out
• Set up technically workable and effective audio-visual communications solutions
• Provide support during formal ceremonies, presentations and events
• Perform inventory and provide input to acquire supplies
• Maintain the base locators, local and Defense Switched Network (DSN) databases
• Review and set up integrated audio-visual presentations requiring AMX control systems, computer RGB/composite/S-Video inputs, hardwired and wireless sound systems as well as mobile operations, and coordinate with VTC facilitators at other sites to ensure compatibility with local VTC configurations

IT Customer Service Desk Operations:

• Perform Customer Service Desk duties such as coordinating work order documents with customers, and elevating work order documents to IT Government lead, as necessary
• Close-out work order documents when completed
• Monitor ADPE bench stock and submit paperwork using the electronic Vendor Quote (VQ) to replenish stock