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Title

Data Entry Clerk Technician - IT Help Desk, Naval Hospital Beaufort, South Carolina 

Description

IT Department, Naval Hospital

Beaufort, SC 29902.

Contract Lengh: AUG-2023 TO 31-JUL-2024 with additional year options to extend

Job Description:

  • The employee shall perform daily activities including, but not limited to, processing trouble tickets related to computer problems, domain account/access, password resets, Common Access Card (CAC) pin resets, mapping to shared drives/printers and various computer peripherals, perform/assist with the IT administrative duties of staff personnel (military, civilian and contractor employees) checking in/out of the command. Process IT administrative requests to include, but not limited to, signing checkout sheets, obtaining the necessary paperwork for network accounts and email accounts, verifying required paperwork for accuracy, establishing network accounts, troubleshooting and correcting problems remotely or, if required, on-site.Support is to be provided while providing coverage of phones and staffing the front desk.
  • The employee shall act as primary Help Desk Technician, who will receive, respond to resolve and document Help Desk calls. Identify issues between hardware, system software, applications, peripherals, and network devices. Coordination with departmental leads, system administrators and technicians to resolve program specific issues. Serves as systems monitor and operations troubleshooter.
  • Performs account management, systems monitoring, data backup and software/hardware maintenance, as necessary. Completes Help Desk qualifications checklist as determined by Technical Lead Supervisor to maintain proficiency in all Help Desk operations.
  • Receives telephone calls and visitors to the CIO and IT Department and directs them to appropriate personnel. Responsible for responding to routine and non-technical requests from information available.
  • Determines which Help Desk items should be brought to the attention of the IT Department Head, Assistant Department Head and Technical Lead Supervisor as opposed to those that should be sent directly to other personnel for action.
  • Data entry and report writing involving both technical and specialized terminology. Use of correct references to assure proper arrangement, grammatical accuracy and spelling of documentation. Compose routine correspondence on other subjects as outlined in regulations and procedures as specifically requested by the IT Department on an as needed basis.
  • Research, compile and assemble documentation as needed.
  • Collaborate with customers to resolve application, printer, or computer problems and ensure tickets reflect pertinent details.
  • Support resolution of customer calls with account access problems, Level 1 troubleshooting and resolution, including but not limited to, Active Directory, Zero Client (CDP), CHCS, AHLTA, Essentris, and other supported systems. Ensure entry of trouble tickets into Remedy within 5 minutes of user call, providing basic Tier 1 support as able to caller. Provide a complete entry into Remedy if issue cannot be resolved at a basic troubleshooting level and coordinate assignment to appropriate Administrator or Technician. IT Help Desk Support Technician will refer to trouble shooting guides and procedures provided by the IT Department to assist in support of clinical systems.
  • Assist customers with CAC pin resets and first line troubleshooting of Multifunction Devices (MFDs) such as Xerox network device, as possible. If direct resolution not possible, ensure entry of trouble ticket into Remedy within five (5) minutes of call.
  • First line support for end user devices including personal computers (PCs), printers, other peripheral devices as allowed by Department of Defense (DOD), Department of Navy (DON) and Local instruction and regulations.
  • Provide first line troubleshooting and problem analysis with end users.
  • If needed, coordinate with end users regarding Technician or Administrator support and troubleshooting timeline.
  • Answer and assign using the Remedy customer application, printer, or hardware problems within five (5) minutes of request for minor problems. Advise users that complex problems such as hard drive failure, motherboard failure and re-imaging of PC may take up to 72 hours to a Technician or Administrator to resolve. All trouble calls with the potential to affect direct patient care should be entered and assigned in Remedy immediately, with notification to the CIO, Assistant Department Head and Tech Lead Supervisor. IT Help Desk Support Technician will remain continuous contact with users to respond to status enquiries and fix progress, as needed.
  • Inform Department Leadership of potential changes to devices.
  • Provide Customer support with excellent customer service.

HOURS OF SUPPORT/COVERAGE

  • The Naval Hospital Beaufort Help Desk shall be manned eight (8) hours daily, from 7:30am to 4:00pm, five (5) days per week Monday through Friday, except Federal Holidays for 52 weeks per year, using one person, with a 30-minute lunch break. General Service personnel within IT Department will provide coverage hours outside of these normal working hours. The employee will ensure no lapse in coverage for the support hours required.
  • The employee shall provide services after normal working hours to meet priority requirements. Based on historical information, the employee should anticipate that less than 0.5% of total effort shall be accomplished outside of normal working hours. Prior authorization shall be obtained.

 
Position Requirements

Requirements:

The minimum general requirements for the Data Entry Clerk Support Technician shall include:

  • Education: High School graduate.
  • Certifications: Security +, Microsoft Certified Professional Windows 7 or higher, equivalent certifications that meet the 8570 requirements.
  • Using skills, knowledge, and experience, normally associated with a GS-06 Step 1 (RUS) with at least two years’ experience with the following education and experience.
  • 1-2 years’ experience with hands on training in current applications and hardware recommended. Requirement for every current device not required as long as the candidate has a minimum of six (6) months experience with similar devices and demonstrates the ability to learn new devices.
  • Six (6) months of customer support operations, or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.
  • Understand e-mail applications.
  • The employee shall complete HIPAA training within 30 days of on-onboarding at the duty location. The Web Manager/HIPAA Security Officer will provide student course material and login information.
 
Full-Time/Part-Time Full-Time  
Compensation Base rate $16.82 plus 4.54 H&W = total hourly rate $21.36  
Position Data Entry Clerk Technician - IT Help Desk, Naval Hospital Beaufort, South Carolina  
Number of Openings 1  
Exempt/Non-Exempt Non-Exempt  
Open Date 10/31/2023  
Location Naval Hospital Beaufort - South Carolina  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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