Computer User Support Specialist IV

Provide on-site desktop support for customers of Network Enterprise Center – Redstone (NEC-R). Resolve customer service request for various problems to include desktop network connectivity, desktop configuration, email, login and passwords, CAC/PKI and application support.  Problem resolution shall be conducted at the customer’s workstation or location.  Problems not resolved during on-site support calls shall be routed to the next level support functional group.  Tickets routed to next level support shall be sufficiently documented with clear detail of customer’s problem and initial steps taken for resolution.

  Provide printer, plotter, scanner, and digital sender support. This includes installation and configuration of new hardware, repairing connectivity problems on existing hardware, and troubleshooting configuration issues.

  Provide support for IPhone and other mobile messaging technology. This includes resetting passwords, reactivation and troubleshooting user issues.

  Processes a range of scheduled maintenance in addition to the operating system and resolving common error conditions, this worker diagnoses and acts on machine stoppage and error conditions not fully covered by existing procedures and guidelines (e.g., resetting switches and other controls or making mechanical adjustments to maintain or restore equipment operations). In response to computer output instructions or error conditions, the Field Service Technician and Desktop Support Technician may deviate from standard procedures if standard procedures do not provide a solution and refers problems which do not respond to corrective procedures to a person of supervisory or higher individual contributor level.

Skills & Knowledge Required for Position:

Familiarity with Remedy trouble ticketing. Experience with multiple printer, plotter, copier, and digital sender platforms. Thorough Familiarity with Windows 10 operating system, Working knowledge of Microsoft Active Directory. Experience with IPhone and Polycom VTC hardware is preferred. CompTIA A+, Security+