SUMMARY

Provides telephone and in-person technical support to U.S. Army Medical Research Institute of Chemical Defense (MRICD) employees regarding technical aspects of assigned products.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

Provides communications support including telephone installs, punch-down blocks, provisioning of analog and digital phone lines, emergency radios and Secure Voice Over IP (VoIP) telephones. Submits Line of Service Request (LSR) for telephone repairs and changes. Performs special projects such as network enabling KIOSK monitors, wireless, SIPR crypto infrastructure reconfiguration. Maintains and ensures operation of emergency radios. Answers specific questions about installation, operation, configuration, customization, and usage of assigned products. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to senior level contract support team members. Uses problem management database and help desk system. Diagnoses, troubleshoots, maintains, and repairs unclassified and classified systems, network issues, iPhones and other devices. Installs, troubleshoots, repairs, and instructs users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc. Performs password resets and system configurations. Identifies responsible group for problem resolution and escalation when necessary. Responsible for testing and troubleshooting issues with existing and new phone lines.    Maintains regular and punctual attendance. Performs other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

None.