Desktop Support Specialist

Vista Global Solutions is looking for a qualified Desktop Support Specialist for a full-time, 40-hour/week (Monday – Friday) position providing tiered IT support operations at Carl R. Darnell Army Medical Center (CRDAMC) with supported satellite clinics in Killeen, TX. The Desktop Support Specialist’s role is to provide desktop support to the staff at CRDAMC on all user level information technology resources (desktops/laptops, printers, scanners, etc.). This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing assigned PC-based infrastructure. Works within a tiered system of support receiving customer tickets via a DHA provided work order system, documenting work efforts within the work order system, resolving tickets within the work order system and/or elevating those tickets to higher levels of support (i.e Server Administration, Network Administration, Cyber, DHA tiered support, etc.).

Duties include:
• Deliver the full array of services, staff, and expertise to operate and maintain Help Desk functions including ticketing, and system and operational support and troubleshooting onsite or remotely as required by Tier I, Tier II, and Tier III technicians.
• Develop and update a knowledgebase to assist Help Desk personnel to give consistently correct information to the user.

• Performs stress and performance tests on a variety of computer hardware including circuit boards, processors, and writing.

• Map network drives, install peripherals using remote access such as print drivers, changing software settings, and other basic IT level work.

• Set up, maintain, troubleshoot, and repair PC’s, peripheral components, and standard software packages.

• Install Commercial off the Shelf and Government off the Shelf software including but is not limited to, MS Server 2016, MS ¬Windows 11, MS Office (all versions), VT emulation software, MHS GENESIS /Composite Health Care System and other MTF specific software (normally for Windows).
• Participate in Inventory control procedures, ensuring tracking of equipment in and out of the shop with temporary hand receipts for both acceptance and return of equipment.

• Participate in weekly technical meetings with the extended team to share and brainstorm resolutions for technical issues.

• Utilize specialty tools such as Olympus for printer and device management.

• Utilize the DHA Global Service Center platform for the tracking, recording, and prioritization of support for CRDAMC and associated organizations.

• Support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best-business practices.

• Provide End User Devices (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operational environment is functional.

• Demonstrate proficiency in using Government provided helpdesk system /help desk ticketing software to log, monitor, document, and close Network trouble tickets.

• All tickets shall be fully documented, including troubleshooting methods employed, root cause analysis, and resolution implemented.

• Where problems are recurring, the Contractor shall assist the government in development of standard operating procedures for resolving the problem.
• Responds to and diagnoses problems through discussion with users and Service now helpdesk platform.

• Provides strong customer service attitude at all times.

• Performs other duties as assigned within their skillset.

Some lifting up to 40 pounds may be required.

May be required to work outside the traditional work schedule. May be called out to work off-shift for on-call or emergency situations.  An equivalent amount of compensatory time will be scheduled to maintain a roughly 40-hour work week.

Certifications are required are CompTIA A+ and/or CompTIA Security+.  A Microsoft Desktop certification (MCSA Win11, MCTS, MCDST) is preferred over A+ but not required.

Must be a U.S. citizen and able to pass a government Tier I background investigation.

May be required consent to and provide documentation to support basic immunization /vaccination status (to include vaccination for COVID-19) to Carl R. Darnell Army Medical Center.