IT Specialist

Job Description

Information Technology (IT) Support for PKO

The Contractor shall provide all IT and telecommunications related services for PK personnel to ensure minimal downtime necessary in meeting AFDW/PK mission requirements. Execution of these services will be accomplished in partnership with the Government Service Owner (GSO), which is 844th Communications Squadron. The Contractor shall support the Operations Support Division (PKO) in operating AFDW/PK’s IT Helpdesk in the delivery of customer support services to the organization, which include technical support consisting of, but not limited to, problem isolation, problem resolution, configuration, installation, and maintenance of IT equipment and systems such as switches, telephone systems, work mobile devices, tablets, laptops, printers, Wi-Fi devices, and fax machines, as well as any other desktop support work requiring a physical touch. GSO provides personnel with the latest IT equipment, Microsoft (MS) Windows Operating Systems, MS Office 365, SharePoint, and Virtual Private Networks (VPN).

AFDW/PK personnel initiate all IT support requests by submitting a trouble ticket to the PK Helpdesk. The Contractor shall manage the PK IT org box to ensure all IT requests are handled in the order in which they are received, and resolution/response is provided to personnel within 24 hours. The Contractor shall utilize knowledge, skills, and ability to troubleshoot IT software and/or hardware to determine appropriate corrective actions to be taken at all times. The PK Helpdesk may not be able to resolve some trouble tickets in-house and may need to coordinate with GSO helpdesks and offices (e.g. 844th & 744th Communications Squadron) outside of AFDW/PK. The Contractor shall coordinate resolution to close out all necessary work orders and ensure positive contact with PK personnel with resolution outcomes.

Clearance Required

Secret security clearance

Work Experience Mandatory

The Contractor shall provide one (1) FTE IT Specialist who oversees all IT requests by providing technical support to AFDW/PK personnel requests and inquiries. Common technical support duties include answering telephones and MS Teams calls, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting problems.

The IT Specialist shall possess a minimum bachelor's degree in information technology or computer science, 
Minimum of five (5) years of experience managing help desks supporting approximately 150+ personnel and integrating service providers for a blend of basic and premier customers. 
The IT Specialist shall possess current certifications for: 
Certified Customer Service Representative from an organization such as the Help Desk Institute (HDI).
Comp TIA A+
Comp TIA Security +

The IT specialist shall be on site Tuesday, Wednesday, and Thursday each week to support PK personnel. Mondays and Fridays are allowable telework days. As required by management, the IT Specialist shall be on site on Mondays and Fridays as mission dictates. Duty hours shall align with customer support hours of 0800-1630 with a 30-minute lunch break or 0800-1700 with a 60-minute lunch break

Roles And Responsibilities

Help Desk Support. The Contractor shall:

Provide technically certified personnel with the ability to communicate effectively with all customers (e.g., professionalism and courtesy). The Help Desk function provides core hours for network assistance and technical support to resolve user incidents, service requests (e.g. Moves/Adds/Changes), communications, computer, voice, network faults and outages, and provides incident resolution support. The Help Desk shall assign priorities based on PKO input, criticality of the incident, problem, or service level of the customer.
Manage the PK IT Help Desk with the Government IT Lead for service requests, and provide problem resolution status to customers, ensuring minimal downtime.
Provide support for AFDW/PK personnel, which includes incident management activities such as basic fixes and/or repairs, general troubleshooting, and non-invasive corrective actions for all end-user systems, including approved peripherals (e.g. printers, Keyboard/Video/Mouse (KVM) switchboxes, monitors, projectors). The Help Desk will act as the entry point for all incidents across AFDW/PK.
Perform first-call resolution of a ticket, defined as resolving the issue to the customer’s satisfaction and with the customer’s concurrence that the issue was resolved. Resolve issues remotely, when possible.
Assign tickets to GSO technicians as dictated by GSO or Government direction.
2.2.2.6 Utilize remedy ticketing systems to document issues and resolutions.

Installation And Configuration Support. The Contractor Shall

Ensure each workstation has all necessary equipment, including an operable uninterruptible power supply (UPS), and is fully operational. Configure user settings (e.g. add PST to email account, assist with backup of files to shared network drive, etc.).
Map drives and printers.
Move user workstations as required.
Provide support to unit-level Equipment Custodians in the management of hardware inventories. Support includes distribution, recovery of assets, relocation (to include set-up), inventory tracking, and maintenance of assets.
Provide support for IT systems setup for reoccurring meetings, training events, and Director calls.
Create/maintain distribution list(s) permissions.

Problem Isolation And Resolution Support. The Contractor Shall

Troubleshoot, evaluate, and diagnose problems, ensuring minimal downtime.
Examine and identify root cause of problem(s) and develop a corrective action to prevent recurrence.
Maintain current knowledge of hardware and software products to resolve issues with Office 365 application such as, but not limited to, Outlook, Word, Excel, PowerPoint, Access, and Power BI applications for resolution support. 
Provide web browser and SharePoint resolution support. 
Provide support to the unit-level Unit Information Assurance Officer(s).
Liaise with entities (e.g. other helpdesks) outside of AFDW/PK on issues that cannot be resolved internally.

Application, Technical, and Content Management Support. This includes the organization’s SharePoint site. The Contractor shall:

Create and administer individual and group permissions.
Create sites, sub-sites, and document libraries. 
Create and manage Business Intelligence (BI) solutions that allow for data visualization and reporting using available BI tools. 
Develop dashboard capabilities from BI tools.
Cross-collaborate across sites and align/automate data flows between sites as appropriate.
Maintain workflows for the different types of sites available for use and the features within these sites.
Maintain Content Management Interoperability Services (CMIS).
Adhere to DoD and AF regulation, policy, and guidelines.