Clearance Level Needed: None
Category: Information Technology
Under minimal or no supervision provides hardware and applications front-line support to AHLTA/CHCS end users, Interacts with network services, software systems engineering and/or applications development to restore service and/or identify core problems, performs system administrative tasks in support of CHCS/AHLTA. May act as the primary Site point of contact for AHLTA/CHCS support. Simulates or recreates user problems to resolve operating difficulties. Responsible for maintaining acceptable levels of customer satisfaction according to defined policies Works with engineers to resolve Tier 2 and Tier 3 support issues. Participates in new application rollouts, testing and special projects as needed.
Provides technical support by performing installation, repair, and preventative maintenance of personal computer and related software/hardware supporting MHS Systems. Activities include recognition, research, isolation, resolution, and follow-up steps. Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of end-user devices (EUDs), software, hardware, and firmware utilizing experience and understanding of MHS environment and MHS clinical systems.
Virtual Classroom Training: CHCS Applications, AHLTA System Administration
Technical IA Training: A+ Certification
MTF Specific Training
HIPPA / Privacy Act Training
Comptia Security+ certification (must have to start)
Assist end-users (both local and remote) with questions, problems and requests for supported software and hardware computing platforms in person, via phone, or email
Perform System Administration tasks on supported Systems.
Diagnose and resolve problems related to PCs, printers, scanners and other desktop peripherals
Provide user assistance (trouble tickets, etc.)
Convey problems to appropriate individual based on established guidelines and procedures. Refers more complex problems to senior IT staff or Help Desk.
Participate in team projects that enhance the quality or efficiency of service support
Assist in special product-related issues as needed
Assist in troubleshooting hardware and application software issues identified by users
Assist in running data backups that are required on a regularly scheduled basis
Provide on-call systems coverage during non-duty hours as required / scheduled
Other duties as assigned
Prior experience with DHS