Computer Operator III

3 + years of related experience
US Citizenship Required
Ability to work under pressure and manage time efficiently
Ability to analyze customers’ computer problem to diagnose it and determine the cause
Document customers’ descriptions of their computer problems
Computer literacy and attention to detail
Ability to work in a group or alone
Knowledge of Microsoft Office Suite
Excellent communications skills
Candidate will be required to obtain and maintain a secret security clearance to perform the duties of this position

Provide Tier 2 IT support, to both classified and unclassified networks
Operate as the first point of contact after the Army Enterprise Service Desk (Tier 1)
Provide customer support to address incidents and service requests involving end‐user devices and basic networking issues
Assist computer users and organizations
Provide technical help directly to computer users
Manage and resolve more complex incidents and service requests, which are escalated from (Tier 1)
Execute technical troubleshooting across various end‐user devices, such as desktops, laptops, tablets, printers, and multi‐function devices
Install, troubleshoots, and repairs computer systems, hardware, and computer peripherals
Resolve internal user problems and ensure correct operation of personal computers
Work with end-users of software and systems to provide technical support and assistance for their software, hardware, or technical problems
Guide customers through the recommended problem-solving steps
Set up or repair computer equipment and related devices
Install and train users on new hardware or software
Inform team members and managers of major problems or of customers’ recurring concerns
Elevate difficult cases that they cannot resolve to support technicians or a senior analyst
Prioritize a workload to ensure the most critical issues are resolved first
Document standard support procedures that co-workers may follow
Maintain parts inventory and log all service/repair activity
May perform system setups for new hires

Associate’s degree or equivalent experience
Proven work experience as a Computer Operator
Microsoft 365 Certified: Endpoint Administrator Associate
Microsoft training – a low-level Microsoft certification required to be obtained
ITIL v4 Foundations or higher — ITIL Training certification meets this requirement
One of the following: CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND