Lead and coordinate service desk, workspace deployment, and software administration activities for a small team (~12 people).
Provide Level I and Level II support through remote support and touch maintenance. If request/problem cannot be resolved by Touch Maintenance, transfer ticket to queue manager or appropriate Level III and IV support per NASIC procedures.
Perform monitoring (network, system, environmental) of multiple data centers/facilities utilizing a variety of scripts, web-pages, and commercial applications to include notification of subject matter expert (SME) for restoral.
Utilize the NASIC trouble ticket tracking system (currently Microsoft System Center Service Manager with plans to migrate to ServiceNow) and the Air Force Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track all customer requests.
GENERAL DUTIES
Interface with external IT support agencies such as AFNET ESD, 88th Communications Squadron, 83rd Network Operations Squadron Detachment 3, Defense Information Systems Agency, Air Force Information Network Mission Assurance Center, and the Air Force JWICS Enterprise Service Desk or Enterprise Service Center when appropriate.
Responsible for all media virus scanning as well as data transfer from various forms of media to include but are not limited to hard drives and CDs. Provide 24-hour network and environmental monitoring and appropriate alarm reporting utilizing NASIC-provided tools/capabilities
Use the NASIC-provided network monitoring tool (E.g. SolarWinds) to monitor and support various networks and system assets
Be able to navigate Active Directory and utilize standard Linux based commands
Replace workstations with like systems and reload all applicable user applications De-provision accounts, email, and folders as requested across NIPRNet, Cornerstone-Secret, and Cornerstone-Top Secret
Act as the trusted agent for all PKI revocations and issuance
Act as the trusted agent for all SIPRNet token revocation and issuance
Act as the LRA for SIPRNet tokens and JWICS PKI.Image desktop computers to include but not limited to Dell and HP models as well as various Mobile Devices such as laptops
Equipment to be installed and maintained includes but is not limited to Dell and HP
Windows/Linux desktop computers (to include other AFWAY desktops and workstations), and various Linux workstations (to include Red Hat Enterprise Linux)
Resolve all printer trouble tickets within defined service level expectations
Equipment to be installed and maintained includes Lexmark and HP printers and multi-function devices
Physically or remotely log into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists
Assist Air Force Network (AFNET) Enterprise Service Desk (ESD) with resolution of Remedy trouble tickets
Prepare approved software for deployment through the SCCM software application center. For Software (SW) titles not compatible with remote deployment technology, provide clear and precise installation instructions to the SW License manager
