Help Desk Technician / Help Desk Specialist

Provide Tier I/II desktop client support for problem resolution for all AFPC laptops/desktops, government owned devices (iPads, iPhones and tablets), printers, audio/visual equipment and Video Teleconferencing Conference (VTC) support. Respond to trouble calls in any of the eight AFPC facilities located on JBSA-Randolph, Texas

Upgrade and configure system software that supports AFPC laptops/desktops, government owned devices (iPads, iPhones and tablets), printers, audio/visual equipment and Video Teleconferencing Conference (VTC) equipment.

Implement opportunities to streamline and enhance Tier I/II service delivery.

Operate the service desk and desk side support in order to respond to problems and inquiries received from the customers via virtual Electronic Service Desk (vESD) submissions, telephone, walk-ins.

Be proficient in resolving computers, desktop scanners and large multifunction printers’ issues.

Efficiently and effectively resolve customers’ inquiries, problems, concerns, questions, and general requests for services.

Document and track all received inquiries (until closure), reporting on status, providing performance metrics, and capturing best practice, utilizing the virtual Electronic Service Desk (vESD) Air Force (AF) IT Service Desk problem/inquiry logging and tracking system.

• Minimum of 3 years of experience of Client Support Team
• Position requires the candidate to have secret clearance
• A Security + CE certification or equivalent to DoDD 8570 IAT Level II