Job description
This position is a full-time, 40-hour/week contract position supporting the Information Management Division of William Beaumont Army Medical Center (WBAMC). The successful applicant will work as a team to provide a full range of IT services necessary to deliver Help Desk (Tier I/II desktop support) both locally (hands-on at customer deskside) and remotely (via remote access software from customer’s site). The prospective new hire will provide updated documentation through a system of record and review documentation as required to maintain accuracy (Service Now).Responsibilities
- Manage and coordinate the handling of incidents, problems, service, and change requests for end users of unclassified and classified systems.
- Serve as the central point of communication between the WBAMC IT team and the WBAMC IT user community for all service disruptions, service requests, and change requests.
- Manage life cycle of incidents, problems, and service requests including fulfillment, verification, and closure.
- Support multiple tiers in accordance with the Tier Level Definitions.
- Provide appropriate communication to IT users and serves as a point of coordination for other IT groups and processes such as Incident Management, Service Request Fulfillment, Problem Management, and Change Management.
- Must be a U.S. citizen
- Must consent to and be able to pass a Government background investigation (includes finger-printing)
- Certifications REQUIRED: at a minimum, CompTIA Security+ AND CompTIA A+
- Experience providing IT customer support in a professional setting
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