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Daily Responsibilities
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- Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services.
- Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA GSC or initiated by local users).
- Answer questions, analyze problems and provide technical assistance.
- Direct calls that do not belong to the site back to Tier 1 (i.e., GSC, base/post/installation local support).
- Monitor and track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes.
- Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations.
- Support end user service requests for computer software installation as needed. Service requests may be via the DHA ticketing system or via walk-in customer support.
- Maintain workstation/laptop operational baselines and cybersecurity compliance through established processes and procedures that include situational or periodic risk reviews to meet current Enterprise standards.
- Provide desk-side and remote user assistance to resolve software and hardware problems that cannot be resolved remotely by the DHA GSC or other DHA Enterprise Support Teams. The main categories of desk-side support are LAN, WAN, wireless LAN, software, hardware, network, administrative, and special projects as approved by the Government and as directed by other DHA enterprise support elements.
- Support local assets, new technology acquisition, and life cycle management for desktops, laptops, tablets, printers, VTC, mobile devices, and other IT hardware through DHA Life-Cycle-Management (LCM).
- Supports inventory management, and Defense Reutilization Marketing Office (DRMO) disposal IAW established guidance of site.
- Deploy end-user system images to new workstations/laptops per DHA approved imaging practices.
- Support system administrator functions.
- Ensure there are processes in place to allow for regular and frequent communication with the GSC to allow for queue management, including resolution and closure of Tier 2 tickets, and escalation of tickets outside of Tier 2 based on evaluation and triage, as necessary.
- Professionally communicate with customers while being able to breakdown technical information for customers to understand
- Escalate complex technical issues to appropriate MHS-SHD assignment group
- Adhering to standard best practices to support configuration management using the DHA asset management system Defense Medical Logistics Standard Support (DMLSS) and MHS-SHD.
- Support formal configuration baselining processes as defined and managed by DHA Enterprise Configuration Managers for ensuring that hardware and software revisions are fully documented, to include functionality and interfaces with other systems/tools. As new releases of systems or other infrastructure changes are deployed, the Contractor shall assist with the establishment of new Configurable Items (CIs) and assist with providing for the complete traceability from one stage of production to the next.
- At the direction of the Government Task Manager, the Contractor shall use the Change Management (CM) module within the MHS-SHD to assist with the monitoring, maintenance, and enhancement efforts of CIs to ensure:
- All work product, to include systems, infrastructures, and services defined by the Government Task Manager as CIs and included in CMDB received or generated by a project or DHA Support Group or Agency are adequately documented, stored, and managed
- All changes and associated downtimes are documented and scheduled for release per local site requirements.
- Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup, systems, and integration testing and/or troubleshooting for all equipment purchased by or approved for use in network/systems areas supported at the Site and Support Locations.
- Provide oversight and management of administrative accounts within the DHA Site and Support Location’s OUs within mJAD. Services shall include Joint Directory Services and electronic messaging, AD services, PKI, SharePoint, and Endpoint Monitoring (EM). EM services utilize DHA approved end point software for software updates, patching, and reporting capabilities.
- Other duties as assigned.
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