it specialist

4 weeks ago

Fort Mc Clellan, United States Army National Guard Units Full time
(1) Manages all equipment and materials designated as IM "loaner" equipment. This equipment is designated to be loaned for temporary mission accomplishment and will include items such as computers, printers, cellular telephones, single lens projectors, overhead projectors, VCRs, TVs, sound systems, etc. The work in this mission area involves property and supply accountability, scheduling, operational serviceability and equipment preparation checks, and performing routine equipment maintenance. Gives thorough operational instructions to each user of the loaner equipment. Places orders as necessary to repair or replace unserviceable equipment and to maintain a stock of required operational supplies.

(2) Manages the IM self-service work center. This center includes operational computer workstations that are made available to users to use computer or video training materials (computer-based training tapes), work on special projects with standard office automation software (word processing, graphical presentations, etc.), create computer graphics, scan materials, perform color printing, and create or reproduce non-copy righted video tapes. Maintains the skills for the use of all work center equipment to include, but not limited to computers, laptops, single lens projectors and digital cameras. Maintain equipment accountability; performs supply actions; maintains equipment; and instructs users with loaner equipment. Assists users with technical problems.

(3) Participates in the analysis of requests for new and modified applications. Determines equipment demands and number and kind of requests received, data communications requests, telecommunications requests, visual information requests, and information services requests.

(4) Serves as a technical support specialist on DOD, NGB, and state required automated systems andsoftware programs. Required to diagnose and resolve problems in response to customer reported incidents. Researches and evaluates problems and provides feedback on problematic trends and patterns in customer related issues. Updates problem tracking and resolution databases. Provides customer training; and/or ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

(4) Updates the customer service database for all service requests. Receives, analyzes, and assignscontrol numbers to all incoming customer requests. Determines if equipment is covered by warrantyor maintenance contract and processes accordingly. Uses a process for quickly assessing anddetermining the actual problems and either solves or assigns unresolved requests to appropriatespecific functional area. Follows up with the functional areas to ensure problems are resolved andrequests are completed. Ensures continual contact and update of status with the user.

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