Computer User Support Specialist

Western Door Federal is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is the federal government contracting business wholly owned by the Seneca Nation. SNG meets mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains. The SNG portfolio receives shared services support from its parent company Seneca Holdings and is comprised of multiple companies that participate in the Small Business Administration 8(a) program. To learn more visit www.senecanationgroup.com and follow us on LinkedIn.

The Seneca Nation Group companies offer competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. We pride ourselves on our collaborative work environment and culture which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Western Door Federal is seeking a Computer User Support Specialist to support our contract at Brooke Army Medical Center (BAMC), located at Fort San Houston, in San Antonio, TX. The objective of this work is to provide on-site support with working knowledge of the current desktop Microsoft Operating System and other software being utilized at the Defense Health Agency (DHA) or Government offices, and to provide day-to-day management and support of the BAMC desktop computing environment.

Responsibilities include, but are not limited to:

• Participate in the flow of information by documenting all solutions in a resolution database, EMTS, which will be available at all times to the Government.
• Install and troubleshoot all Microsoft Operating System Software and office automation software in use on the currently supported desktop.
• Install, configure, and troubleshoot common Network Protocols at BAMC, including, but not limited to, TCP/IP and wireless protocols.
• Install, troubleshoot, and perform repairs, if appropriate, for microcomputers, terminals, mobile devices, peripherals, and software.
• Identify and resolve problems with all automation hardware, software, systems, and peripherals, at the customer service support center, the customer site, or by utilizing remote tools.
• Install and configure all components of the workstation configuration, such as network cards, sound cards, modems, video cards, printers, scanners, FAXs, and other software and peripherals.
• Monitor, troubleshoot, and resolve all operational and software problems associated with network and stand-alone printers.
• Perform all inventory and equipment issues and tracking tasks when deploying new or refurbed equipment in accordance with policies.
• Copy all stored data and files to the new equipment and verify that all data and files are present.
• Configure and connect any peripherals originally connected to the old equipment and verify that they are functional.
• If necessary, wipe data and files from the old equipment. The Government will furnish the software necessary to perform this task.
• Keep a current inventory of all equipment in their possession from receipt of hardware from Logistics Division to the return of recovered equipment to the Logistics Division.
• Upon completion of repairs, ensure that the entire system is completely operational. Workstations will be tested both in a standalone mode, and as part of a network, if originally connected. Any hardware repairs, additions, deletions or modifications to the equipment will include all necessary hardware and software (including network software configuration or installation).
• Clearly document the old and new serial numbers of any serially numbered component that is replaced and follow all procedures and requirements for equipment tracking and accountability, including following all procedures for the return of defective parts.
• Enter and update all information and solutions relevant to service requests and tasking using EMTS and participate in the flow of information by documenting more complex solutions or verbally apprising the IM leadership of less complex solutions.
• Follow DHA policy for purging data on equipment such as hard drives and other storage media.
• Provide Tier II technical and security customer service and support to users regarding all facets of In and Out processing.
• Provide computer systems security support functions.
• Setup and maintain Active Directory account restrictions and user rights.
• Ensure password controls and procedures are followed.
• Create user accounts, allocate drive space, and establish drive connections.
• Acknowledge all trouble tickets that are assigned and ensure that the customer receives correspondence from the assigned technician, within 24 hours. Update the ticket by entering it in progress or acknowledging it in the notes.

Basic Qualifications:

• Candidates MUST have an active Secret clearance.
• • eet the requirements for an IAT Level II position as defined in DOD 8570-01-M.
• Current with desktop Microsoft Operating System and other software being utilized within DOD or Government offices, as evidenced by experience and course completion of that operating system.
• At least two (2) years of experience in troubleshooting and repairing both hardware and software-related issues.
• Complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a large critical environment.
• Experienced in workstation maintenance and support.
• Experienced in troubleshooting and repairing the standard set of peripherals for a workstation in an enterprise medical environment.
• Familiar with both cell and smartphone configuration and operations. Be familiar with configuration procedures and troubleshooting of mobile pagers and other remote communications devices.
• Ability to demonstrate high standards of customer support and produce high customer satisfaction.