Job Description

SUMMARY
Provide on-site technical support to the U.S. Army Medical Research Institute of Chemical Defense (USAMRICD) employees regarding technical aspects of assigned products to include computers and peripherals, phones, printers, radios and network equipment.
ESSENTIAL DUTIES & RESPONSIBILITIES

• Install computer hardware and software to ensure users are fully functional and operational without errors, preserving users' data to be transferred to new PCs.
• Setup and manage VoIP phones.
• Resolve service requests across multiple operating systems, including Windows and Mac.
• Investigate and resolve Remedy helpdesk tickets encompassing installing, troubleshooting, repairing, and instructing users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc.
• Provide PC software and hardware troubleshooting.
• Diagnose, troubleshoot, maintain, and repair unclassified and classified systems, network issues, iPhones and other devices.
• Perform password resets.
• Identify the responsible group for problem resolution and escalation when necessary.
• Escalate complex problems to senior level contract support team members.
• Maintain regular and punctual attendance.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES
None.
Job Requirements
MINIMUM QUALIFICATIONS

• Knowledge of hardware and/or software products required.
• Experienced in the following technical areas: Microsoft Office products, internet and browser usage, email products (Microsoft Outlook preferred), basic operating system/networking/hardware troubleshooting, call center ticketing system (ServiceNow or similar applications), and SharePoint, DameWare, McAfee/Trellix antivirus, Active Directory management, electronic messaging through Defense Information Systems Agency, virtual private network application, thin client solutions and a wide variety of commercial off the shelf (COTS) and Government of the Shelf (GOTS) software.
• Knowledge of lighting systems, audio and visual components, computer components, updating software on systems, ability to set up all equipment for events, as well as excellent troubleshooting service and repair skills.
• Experience in the use of problem management database and help desk system.
• Certifications as stipulated in DoD 8570.01 and DoD 8570.01-M:

• Baseline cert - CompTIA Security+ (CE)
• Computing Environment cert preferred - Microsoft Modern Desktop Administrator Associate (MD100 and MD-101) or Microsoft Certified Solutions Associate (MCSA) or Microsoft 365 Fundamentals (MS-900)
• Must obtain and maintain a Secret Security clearance (generally, U.S. Citizenship required).

DESIRED QUALIFICATIONS & SKILLS

• Three plus (3+) years of experience as a Helpdesk Specialist in multi-server environments customer service experience, or equivalent training and experience preferred.
• Strong communications skills and the ability to communicate technical issues effectively.

WORK SCHEDULE
Full-time. May be required to work additional hours as needed to complete assignment or project.
TRAVEL
None.
DRIVING REQUIREMENTS
None.
WORK ENVIRONMENT
Work is performed primarily indoors at a well-lit office or server room environment. The environment is normally air conditioned, but conditions may change depending upon circumstances. Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgments. The employee will be exposed to a wide variety of clients in differing functions, personalities, and abilities.
PHYSICAL DEMANDS
Position consists of sitting for long periods of time, using hands/ fingers, handling, reaching with hands and arms, speaking or translating. Periods of walking, standing, bending, kneeling, stooping, crouching, and lifting equipment weighing up to 10 pounds. Moderate to extended periods of office work with heavy periods of computer usage. It is Katmai's business philosophy and practices to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
COMPENSATION & BENEFITS PACKAGE

• Pay range: $84,000 to $89,000 per year.
• Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Long-Term & Short-Term Disability Insurance, 401(k) Savings Plan, Employee Assistance Program (EAP), Paid Time Off (PTO), 11 Paid Federal Holidays, and Leave of Absence.

Compliance:
To be considered for this position, all applicants must apply on the company website,
We are a VEVRAA Federal Contractor
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law. Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).
Benefits Package
Eligible
Education
Certification Name
Category
Professional
Exemption Type
Exempt
Travel
None

Skills Required