In support of the Naval Postgraduate School requirements, comprehensive knowledge of various computer operating systems (Windows, Mac, Linux, iOS, Android, etc.), techniques, requirements and methods, including systems management software concepts and functions in order to install, maintain, and repair computer hardware and software. Skill level is determined by years of experience provided (0-3 years-Level I; 3-6 years-Level II, 6 years and beyond- Level III). Knowledge of and practical experience in incident, request fulfillment, problem, configuration, asset, and change management processes needed.Responsibilities include but limited to experience in the following (assigned based on skill level and experience):Service Support Level 1Answer incoming technical trouble calls via phone, face-to-face, and email from faculty, staff and students.Determine the nature of problems (e.g., routine, non-routine, user error, faulty data lines, equipment malfunctions, software malfunctions, etc.), by quickly gathering data and providing users with solutions to problems by utilizing knowledge of software and troubleshooting and repair skills.If the problem is related to an Enterprise-related issue, enter the information collected into the NPS Enterprise automated trouble ticket system and submit it to appropriate Government team for prompt resolution.Make an initial assessment of requests, attempt to resolve, or refer to someone who can.Keep customers informed on request status and progress.Participate in the delivery of a full range of customer support services to the organization: installing, configuring, upgrading, and troubleshooting any hardware and software components.Present formal and informal information technology training and assistance to customers.Seek information from guidelines and manuals in order to research system problems and provide assistance to customers.Maintain webpage and update on a regular basis.Operate and maintain computer lab.Set up student computers as required.Assist with enforcing security and privacy requirements on user software and DRMI network environments. Service Support Level 2Supports technologies including computer hardware and software, computer assisted information retrieval, data communication networks, local area networks and technology interfaces.Determines if equipment is covered by warranty or maintenance contract and processes accordingly.Remove and replace defective hardware components.Performs all upgrade of hardware to include memory, fixed storage, and installation of network interface cards (NIC).Troubleshoots and corrects complex software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults.Keeps customers informed on request status and progress.Performs trend analysis on common and recurring issues.Ensures the integrity and availability of all DRMI computer and mobile computing systems by patching and updating DRMI network connected systems.Monitors, maintains and services LAN and ensures access to LAN by faculty and staff.Update and maintain Operating System and application software at least monthly and whenever critical security updates are available.Education and Certification Requirements:Technical degree in Information Systems or Computer Science from an accredited college or university,Current DoD 8750.01-M IA Workforce Improvement baseline certification in Security+ CE (or approved equivalent as determined approved IA baseline certification table on the DISA IASE website)See years of experience to determine skill level.Clearance Eligibility Requirements: Secret clearance preferred at this time, requires successful background investigationEligible for a DoD Common Access Card.Full resume with demonstrated compliance to qualifications, experiences, required certifications, clearance and letter of commitment post selection. This is an immediate opening.
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