Computer User Support Specialist - End User Device

at CACI International in Scott Air Force Base, Illinois, United States

Job Description

Computer User Support Specialist – End User Device

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Top Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI is looking for Computer User Support Specialists to support our customer, U.S. Transportation Command (USTRANSCOM), at Scott AFB Illinois. This position is contingent upon award of the USTRANSCOM Command, Control, Communication & Cyber Systems Managed Information Technology Services (MITS), Enterprise support Managed services.

What You’ll Get to Do:

CACI has an excellent opportunity for experienced, self-directed, Computer User Support Specialists to provide Operations & Maintenance for end user devices . This position is in support of a Department of Defense (DoD) organization, USTRANSCOM Directorate TCJ6 located at Scott AFB, IL.

The Computer User Support Specialist repairs, troubleshoots, administers, and maintains end-user devices. They apply Government approved operating system updates and/or patches on standalone systems, or when automated systems are unable to reach end-user devices. They maintain an application whitelisting capability for use on the desktop. They troubleshoot and resolve system problems or issues to increase system reliability and enhance overall system performance. They load and configure approved client software on end-user devices as necessary to support access to services and use of peripherals. They configure and maintain network settings on USTRANSCOM’s end- user devices, and remediate and resolve vulnerabilities identified during monthly security scans to ensure all USTRANSCOM end-user devices are in compliance. They respond to Negligence Discharge of Classified Information (NDCI) and take appropriate action to remediate issues. They also respond to VIP and service priority incidents as required. All maintenance actions will be documented in the Command’s ITSM system.

The Computer User Support Specialist provides remote and/or desk side support to USTRANSCOM users to aid in the implementation of new capabilities, resolution of software problems, and assist in troubleshooting issues associated with accessing and utilizing servers and peripherals. When required, they transport workstations to and from customer work area within one (1) business day for on-site customers and two (2) business days for customers off-base within the local area, configure and connect workstation, and test workstation for functional operation.

Additionally, they support Problem Management activities, document workarounds, and identify the root causes of problems. They support the Event Management process by providing thresholds and key performance indicators to monitor end-user device service. They respond to alerts when received and take appropriate action. They maintain a list of equipment under warranty and use warranty repairs for equipment under warranty. They serve as the Government’s point- of-contact to contact the appropriate manufacturer, obtain replacement parts, and return the defective system or components to the manufacturer in accordance with manufacturer’s disposition instructions, and maintain accurate asset records following approved asset management processes.

More About the Role:

The Computer User Support Specialist will support the daily needs of customers to include training end users in the use of equipment and software, assisting with file transfers, updating account access. They perform SIPR token trusted agent duties and assist with processing SIPR tokens and resolving token access issues.

Candidates need excellent problem-solving, communication, and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.

You’ll Bring These Qualifications:

+ Currently hold an adjudicated Top Secret Clearance and be able to maintain.

+ Professional certification that meets or exceeds DoD 8570.01. IAT II (Security+ CE or equivalent)

+ Bachelor degree in a relevant field of study

+ Minimum of four (4) years total experience in Information Technology.

+ Working knowledge in all aspects of automation, telecommunications, and IT networks

+ Excellent troubleshooting and problem-solving skills.

+ Good communication and customer service skills

Desired Qualifications:

+ ITIL v3 – Foundation Certification

+ Automation using Microsoft PowerShell, VBScript, or batch files.

+ Adaptable to changing circumstances and operational needs.

+ Understanding of Department of Defense Military standards

+ Experience working with and supporting Cisco Routers and Switches

+ Experience with DoD IT security requirements

What We Can Offer You:

+ We’ve been named a Best Place to Work by the Washington Post.

+ Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

+ We offer competitive benefits and learning and development opportunities.

+ We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

+ For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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Job Posting: JC224098934

Posted On: Sep 19, 2022

Updated On: Dec 08, 2022

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