Omm IT Solutions
IT Support Specialist
It is an On-Site with occasional remote support in JBSA-Randolph, Texas. Job Type: Full-Time. Position Summary: The IT Support Specialist will provide Tier I/II desktop client support for all AFPC and A1 DTA laptops/desktops, government-owned devices (iPads, iPhones, tablets), printers, audio/visual equipment, and Video Teleconferencing (VTC) support. The role involves troubleshooting, system upgrades, and configuration support across multiple devices and systems. The IT Support Specialist will also operate the service desk, manage incident tickets, and deliver exceptional customer service by promptly addressing IT issues. Key Responsibilities: Tier I/II Desktop Client Support: Provide desktop support for AFPC laptops/desktops, government-owned devices, iPads, iPhones, tablets, printers, audio/visual equipment, and Video Teleconferencing (VTC) systems. Prioritize remote issue resolution as the primary option, using over-the-phone and in-person support when remote options are unavailable. Systems can be mailed in as a last resort. Troubleshoot and resolve issues with personal computer peripherals and network multi-function devices. Service Desk Operations: Manage the service desk and desk-side support to resolve issues reported via EITAAS, ServiceNow, telephone, or walk-ins. Greet customers courteously, assess issues, and create incident tickets or work orders for each walk-in to ensure proper documentation and resolution tracking. Ensure that customer issues are addressed promptly within 15 minutes. If unable to resolve, document and escalate appropriately. Provide first-level IT assistance, escalate unresolved issues to higher-tier support, and follow up with users on ticket status. System Upgrade and Configuration: Perform software upgrades and system configuration for AFPC laptops, desktops, and various government-owned devices. Ensure systems are updated to meet organizational standards and functionality. Assist with the setup and configuration of audio/visual equipment and VTC systems. Documentation & Tracking: Document all customer inquiries, issues, and resolutions in the incident tracking system (e.g., ServiceNow). Track and update the status of incidents until resolution, ensuring proper documentation of solutions and performance metrics. Provide monthly reports on ticket statuses, including the number of tickets opened, resolved, and the average resolution time. Customer Service & Process Improvement: Provide high-level customer service by efficiently addressing customer inquiries, concerns, and general service requests. Implement improvements to Tier I/II service delivery, enhance branch-level processes, and manage service delivery performance metrics. Ensure customer issues are resolved effectively, and document best practices for continuous service improvement. Performance Metrics & Reporting: Provide monthly performance metrics including the number of tickets remaining open, new tickets received, tickets closed, and the average resolution time for tickets. Document performance metrics and identify opportunities for service delivery improvement. Requirements: Qualifications: High school diploma or equivalent; Associate's degree in Information Technology or related field is preferred. Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus. Required Experience: At least 2-3 years of experience in providing Tier I/II desktop support in an enterprise environment. Experience with EITAAS, ServiceNow, or other ticketing systems is highly preferred. Proven track record of troubleshooting hardware and software issues, including personal computer peripherals and network devices. Experience in Video Teleconferencing (VTC) setup and support is a plus. Strong troubleshooting and problem-solving skills. Familiarity with Windows OS, macOS, iOS, and various hardware configurations. Proficiency in Microsoft Office Suite and other common desktop applications.
It is an On-Site with occasional remote support in JBSA-Randolph, Texas. Job Type: Full-Time. Position Summary: The IT Support Specialist will provide Tier I/II desktop client support for all AFPC and A1 DTA laptops/desktops, government-owned devices (iPads, iPhones, tablets), printers, audio/visual equipment, and Video Teleconferencing (VTC) support. The role involves troubleshooting, system upgrades, and configuration support across multiple devices and systems. The IT Support Specialist will also operate the service desk, manage incident tickets, and deliver exceptional customer service by promptly addressing IT issues. Key Responsibilities: Tier I/II Desktop Client Support: Provide desktop support for AFPC laptops/desktops, government-owned devices, iPads, iPhones, tablets, printers, audio/visual equipment, and Video Teleconferencing (VTC) systems. Prioritize remote issue resolution as the primary option, using over-the-phone and in-person support when remote options are unavailable. Systems can be mailed in as a last resort. Troubleshoot and resolve issues with personal computer peripherals and network multi-function devices. Service Desk Operations: Manage the service desk and desk-side support to resolve issues reported via EITAAS, ServiceNow, telephone, or walk-ins. Greet customers courteously, assess issues, and create incident tickets or work orders for each walk-in to ensure proper documentation and resolution tracking. Ensure that customer issues are addressed promptly within 15 minutes. If unable to resolve, document and escalate appropriately. Provide first-level IT assistance, escalate unresolved issues to higher-tier support, and follow up with users on ticket status. System Upgrade and Configuration: Perform software upgrades and system configuration for AFPC laptops, desktops, and various government-owned devices. Ensure systems are updated to meet organizational standards and functionality. Assist with the setup and configuration of audio/visual equipment and VTC systems. Documentation & Tracking: Document all customer inquiries, issues, and resolutions in the incident tracking system (e.g., ServiceNow). Track and update the status of incidents until resolution, ensuring proper documentation of solutions and performance metrics. Provide monthly reports on ticket statuses, including the number of tickets opened, resolved, and the average resolution time. Customer Service & Process Improvement: Provide high-level customer service by efficiently addressing customer inquiries, concerns, and general service requests. Implement improvements to Tier I/II service delivery, enhance branch-level processes, and manage service delivery performance metrics. Ensure customer issues are resolved effectively, and document best practices for continuous service improvement. Performance Metrics & Reporting: Provide monthly performance metrics including the number of tickets remaining open, new tickets received, tickets closed, and the average resolution time for tickets. Document performance metrics and identify opportunities for service delivery improvement. Requirements: Qualifications: High school diploma or equivalent; Associate's degree in Information Technology or related field is preferred. Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus. Required Experience: At least 2-3 years of experience in providing Tier I/II desktop support in an enterprise environment. Experience with EITAAS, ServiceNow, or other ticketing systems is highly preferred. Proven track record of troubleshooting hardware and software issues, including personal computer peripherals and network devices. Experience in Video Teleconferencing (VTC) setup and support is a plus. Strong troubleshooting and problem-solving skills. Familiarity with Windows OS, macOS, iOS, and various hardware configurations. Proficiency in Microsoft Office Suite and other common desktop applications.