Help Desk Supt Svcs Specialist - Sr - Tier 2

Provides second-tier support to end-users for either PC, server or mainframe applications and hardware. Handles problems that the first tier of help desk support is unable to resolve. Interacts with network services or application development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and the highest level of technical skill in the field of expertise.

Monitors and response to complex hardware, software and network problems on both NIPR and SIPR utilizing a variety of hardware and software testing tools and techniques

Provides primary interface with Candidate support service groups or provides internal analysis and support to ensure appropriate notification during outages or periods of degraded system performance.

Functions as task lead providing guidance and training for less experienced technicians. Assists Personal Computer (PC) Support and Audio-Visual Center Support technicians as required.

Minimum Experience/Requirements

• Five (5) years of experience in computer system/network support. Includes one year of specialized experience related to Hardware PC Technician.
• Five (5) years of experience with: PC Network, Windows OS and Active Directory.
• Three (3) year experience working with web-based ticket submission

Certified at IAT Level II at a minimum IAW AFMAN 17-1303, para 3.2.1.2, which includes CCNA Security, CySA, GIC SP, GSEC, Security, or SSCP. (TE-A)

Estimated Workload

• Processes over 5,000 IT Support tickets annually at JBSA Lackland; processes over 1,000 IT support tickets at AFCEC Tyndall.
• Processes over 1,000 in-processing forms annually at JBSA Lackland; processes over 250 in-processing forms annually at AFCEC Tyndall.
• Processes over 500 out-processing forms annually at JBSA Lackland; processes over 100 out-processing forms annually at AFCEC Tyndall.
• Processes over 400 account modification and permission forms annually at JBSA Lackland; processes over 100 account modification and permission forms at AFEC Tyndall.
• Handles over 500 walk-in customers annually at JBSA Lackland; handles over 100 walk-in customers annually at AFCEC Tyndall.
• Handles over 500 telephone calls annually at JBSA Lackland; handles over 150 telephone calls annually at AFCEC Tyndall.