Client Systems Technician II
Use the 88th CG standard service desk tool (currently EITSM, Remedy) to view and manage all service requests for desktop computer support from customers. Monitor the tool to select and self-assign tickets to be worked. Service requests (tickets) will be worked according to the priorities assigned to them. Track all assigned tickets through incident resolution, to include status updates and confirmation that the customer requirement has been met.
RESPONSIBILITIES AND DUTIES:
Determine when to consult additional help desks for other host and application systems and refer the customer to those resources capable of resolving customer problems for functions outside the scope of the 88th CS touch support.
Review trouble tickets for customer requests that are handled by other IT support groups within EITSM that may assigned to your zone and assign those tickets to the team responsible for resolution.
Perform client workstation diagnostics and troubleshooting of client workstations. Investigate and resolve small computer system problems with software, operating systems, and configurations.
Install and configure authorized software clients for AF and commercial applications with customer’s Unit Software License Manager (USLM) approval. Calls concerning technical problems with the use of AF applications shall be directed to the appropriate functional application help desk; e.g., Automated Business Services System (ABSS), Comprehensive Cost and Requirement System (CCaRS) and Defense Travel System (DTS).
Required Skills
It is the policy of PAR to prohibit all forms of discrimination and to affirmatively implement equal opportunity to all qualified employees and applicants for employment without regard to race, color, creed, religion, sex, age, military status, national origin, disability, marital status, predisposing genetic characteristics, sexual orientation, or other legally protected status and positive action shall be taken to insure the fulfillment of this policy.
Required Experience
It is the policy of PAR to prohibit all forms of discrimination and to affirmatively implement equal opportunity to all qualified employees and applicants for employment without regard to race, color, creed, religion, sex, age, military status, national origin, disability, marital status, predisposing genetic characteristics, sexual orientation, or other legally protected status and positive action shall be taken to insure the fulfillment of this policy.