Information Technology Help Desk Support Technician [IT Desktop Support Technician (Help Desk Technician)]

ProSidian seeks an Information Technology Help Desk Support [IT Desktop Support (Help Desk) Technician] in Ft. Bliss, TX to support Help Desk requirements.  The candidate will perform IT Help Desk Services (level 1 & 2 category support) on both the computer network as well as telephone system supporting a user base of around 300 people.  

Based on past history there is a record of 50 tickets processed monthly. The technician will be maintaining and potentially troubleshooting all devices on the networks such as desktop computers, laptops, printers, fax machines, and all ancillary items related to these systems as well as telephones and telephone service. This individual will troubleshoot problems with desktop computers, network connectivity, phones, and other peripherals via phone, email, or in person.

It is imperative that The IT Desktop Support Technician have the requisite skills and knowledge to provide a stable and usable environment in a timely manner.  The IT Desktop Support Technician shall troubleshoot problems with desktop computers, network connectivity, phones, and other peripherals via phone, email, or in-person until the work order is complete.  

The IT Desktop Support Technician shall also support the existing and newly acquired hardware and software. This includes, but is not limited to, maintaining Windows 10 operating systems, Microsoft Office 2013 Suite, Adobe Acrobat Pro, as well as Microsoft Outlook setup.

• Objective. The objective is to provide IT Help Desk Services to support Stakeholder User Group And Mission Support Representative Personnel.  This includes desktop computers, laptops, printers, and all ancillary items related to these systems as well as telephones and telephone service.  The IT Desktop Support Technician will troubleshoot problems with desktop computers, network connectivity, phones, and other peripherals via phone, email, or in person, permitting the mission to move forward without undue delays.

Perform all required IT Help Desk functions, tasks, and responsibilities and maintain responsibility for expertise and experience to meet the conditions to perform IT Help Desk services on the Fort Bliss Campus Area Network (CAN) located on East or West Fort Bliss, Texas, within the operational footprint.  The operational footprint consists of 250+ personnel (military, civilians, and Contractors).  It is imperative that The IT Desktop Support Technician have the requisite skills and knowledge to provide a stable and usable environment in a timely manner. The contract for this project is 3 years in duration will annual evaluations.

• Perform IT Help Desk Services (Level 1 & 2 Category Support) on both the computer network as well as telephone system supporting a user base of around 300 people.
• Based on past history there is a record of 40 tickets processed monthly.
• Maintain and potentially troubleshoot all devices on the networks such as desktop computers, laptops, printers, fax machines, and all ancillary items related to these systems as well as telephones and telephone service.
• Troubleshoot problems with desktop computers, network connectivity, phones, and other peripherals via phone, email, or in person.
• Support the existing and newly acquired hardware and software. This includes, but is not limited to, maintaining Windows 7 or Windows 10 operating systems, Microsoft Office 2013 Suite, Adobe Professional X, and Adobe Professional Suite, as well as Microsoft Outlook setup.
• Maintain a 90% operational capability on a variety of technical systems owned and operated by the government customer. This includes maintenance, updating, backup, and restoring as required.
• All tasks to be conducted are in accordance with the government IT standard operating procedure and protocols.

Personal Computer (PC) and Software Troubleshooting:  serve as an initial point of contact for users of Information Systems (IS) and provide advice and assistance to customers encountering software problems.  The IT Desktop Support Technician shall troubleshoot PCs and software problems within eight business hours of the reported problem by the Stakeholder User Groups and Mission Support Representatives.  Provide a monthly summary of actions performed under this task in the monthly progress report.

Printer/Copier/Fax Support: Configure, test, and add to the FBCAN network printers, copiers, and fax machines. The IT Desktop Support Technician shall perform minor troubleshooting within four business hours of a reported problem to determine if warranty or maintenance services are needed. When it is determined that warranty/maintenance services are required, the contractor shall notify the Information Management Officer (IMO) or the designated IMO representative, who will contact the vendor for service.  The contractor shall maintain logs of usage on printers/copiers/faxes when needed for maintenance agreements.  Provide a monthly summary of actions performed under this task in the monthly progress report.

Help Desk Support: Respond to and support all requests for services through the Help Desk.  Requests for service will be made via email, telephone, or walk-ins.  The ProSidian IT Desktop Support Technician shall run the Help Desk on a daily basis.  IT Desktop Support Technician  shall include:

• Taking requests from Stakeholder User Group and Mission Support Representative personnel; coordinating prioritization of work with the Stakeholder User Group and Mission Support Representative IMO, and taking
• Appropriate action to resolve software/hardware/connectivity issues to restore the user to full service.
• The IT Desktop Support Technician Shall also perform Telephone Control Officer (TCO) duties. TCO duties services include: fulfilling line service requests (LSRs), NIPRnet, and SIPRnet service requests. The IT Desktop Support Technician shall provide a summary of actions performed under this task in the monthly progress report.

Communications Support:  The IT Desktop Support Technician shall answer calls and respond to electronic mail from Stakeholder User Groups and Mission Support Representatives to resolve problems with telephones and telephone service within four business hours of the reported problem.  The IT Desktop Support Technician shall resolve the problem independently or initiate routing of the reported problem to the appropriate source for resolution.  Provide a monthly summary of actions performed under this task in the monthly progress report.

Live Field Experiment Support:  The IT Desktop Support Technician shall coordinate with other organizations, Army and non-Army, on an as-needed basis prior to and during Live Field Experiment exercises, to achieve Live Field Experiment exercise support objectives.  Coordination tasks include:

• On-site configuration and software support of Stakeholder User Group And Mission Support Representative computers used at the Exercise Control Center (ECC).
• On-site trouble-response for Stakeholder User Group And Mission Support Representative reported problems with telephones and telephone service while operating at the ECC for Live Field Experiment support. The IT Desktop Support Technician shall report and coordinate resolution with the local NEC or technical support personnel within two business hours of receipt of the problem report.
• On-site trouble-response for Stakeholder User Group And Mission Support Representative reported problems with wireless devices while operating at exercise locations for Live Field Experiment support.  The IT Desktop Support Technician shall respond within two business hours of the problem reported, resolve if possible, or initiate routing of the reported problem to the appropriate source for resolution.
• The IT Desktop Support Technician will provide support in setting up user computers/workstations prior to Live Field Experiment start dates. Includes imaging computers for Live Field Experiment. Connecting computers to LAN.
• Troubleshooting LAN cable connections, replace/make LAN cables as required for Live Field Experiment.
• The IT Desktop Support Technician will provide support in disconnecting/packing all Live Field Experiment automation equipment at the completion of the Live Field Experiment.
• Provide a monthly summary of actions performed under this task in the monthly progress report.