Desktop Support Technician 2 at CDO Technologies in aurora, Colorado

Posted in Other 16 days ago.

Job Description:

* Function as focal point for user and workstation problem resolution. Provide end[1]to-end ownership of incidents with actual or potential impact to operations.

* Create and maintain a central repository for technical advice and solutions for

network systems, (CST/CFP share drive, Tier 0, etc.), software applications

assistance, automatic data processing support, hardware exchange, and repair

service support.

* Assist with reporting network performance metrics using Remedy Action

Reporting System.

* Utilize Remedy to enter, document, track, coordinate, route, resolve, and close

user ticket issues.

* Coordinate with AFNet Mission Assurance Center (AMAC), ESU, HQ AFRC

workcenters, other AFRC host bases, and the AFRC/MCCC to work all user


* Work with HQ software license manager to prevent unlicensed software from

being used on the network.

* Administer cloud-related components and operational management tools.

* Maintain cloud user access roles, presentation of applications and automation


* Support requirements to configure and implement any required cloud integration

with other applications, automation monitoring and automated event/ incident

remediation wherever possible and appropriate.

* Manage and maintain VMs and virtualization related technologies, including

configuration management tools.

* Image, reimage, work-assist tech refresh for workstations, printer support, hand[1]held mobile devices, etc.

* Support workstation types that include: desktops, laptops, tablets, zero clients,

mobile devices (including smartphones and iPads), tablets, etc.

* Support Lync-Enterprise/Skype for Business user capabilities and functionality.

* Assist in evaluation, testing, documenting, deploying new user-base technology.

* Function as an equipment custodian, as required.

* Assist with local user training, performs initial fault assessment and resolution.

* Work, coordinate, document, resolve, and close trouble tickets and coordinate

activities with CSTs in the CSC.

* Manage the Remedy queues supporting the local users (e.g., at HQ or respective


* Support will include those IA duties, as required by AFNet.

* Utilize Remedy Management System (RMS) to maintain historical database of

reported problems and associated events.

* Provide Tier 0 and 1 support includes support to NIPR/SIPR services.

* Remediate vulnerabilities on assigned systems and report in AF designated

systems (e.g., ACT).

* Provide an "always ready" posture for successfully completing a Command Cyber

Readiness Inspections (CCRIs) for Tier 1, user-facing vulnerabilities.