Create/ Maintain computer tickets for all Help Desk calls, using the Global Service Center (GSC) Desk ServiceNOW software. Forward tickets in accordance with NMRTC Functional Database (available on ITD SharePoint site) established Tier 1 Standard Operation Procedures (SOPs). D eactivate user accounts, clear employee record(s) from organization unit in Active Directory, and collect all Government equipment as applicable. Perform delegated functions in Active Directory including creation of accounts and management of security and global distribution memberships. Troubleshoot network connectivity ( i.e. PING the network devices). Perform Remote Desktop access, to resolve user issues. Accurately report completed trouble-tickets into Global Service Center (GSC) Desk ServiceNOW software. Desktop and laptop troubleshooting to include problems affecting hardware and OS. Prior to replacing defective computer equipment and processing for warranty, check computer equipment for software or hardware outside of standard configuration and report to Systems Management Group (SMG). Deploy network printers and maintain functionality . Relocate or install new user equipment due to moves, office renovation, or construction and conduct IT equipment inventories and update associated databases. Accurately report completed trouble-tickets into Global Service Center (GSC) Desk ServiceNOW software.

Provide level 2 technical support and incident management service desk functionsAssist installation and maintenance of PC hardware/software, network equipment, telephones, video cameras, printers, and cabling

Communicating issues and outages following established informationtechnology policies/procedures.Training customers/users in use of computer systems and applications.Preparing documentation on hardware, software, networks, solutions orworkarounds.Analyzing data to troubleshoot computer hardware, software, and networkproblems.Troubleshooting hardware and software problems.Installing computer hardware and software using established informationtechnology procedures.Following security policies to ensure a secure computing environment.

performs first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, enterprise applications, system, and network status. Answer simple technical or functional questions and perform minor troubleshooting regarding use and identification of personal computer hardware and software related to network communications. Uses established detailed guidelines and assists higher level technicians with on-site installations. Provides support to users in helping them navigate/use software applications and troubleshoot/resolve problems. If unable to handle requests, collects and documents necessary information for the appropriate specialist, higher level personnel or tiered support. Follows detailed administrative procedures and processes support requests accurately and in a timely manner. Acquires and maintains knowledge of existing MHS clinical systems and new systems in order to provide accurate assistance. Attends training sessions as required (DoD, Service, MTF, and/or Corporate). Participates in special projects/data calls as required, under close supervision, that enhance the quality or efficiency of the Support service.

Assist installation and maintenance of PC hardware/software, network equipment, telephones, video cameras, printers, and cabling.Prepare and test IT equipment and write equipment status on labels and reports.Maintain accurate detailed inventory of agency assets including vehicles, machinery, and IT equipment. Accurately update inventory data.Record serial number, item description, purchase date, and purchase price for new purchases and apply asset tags.

Responsible for working closely with higher-level Technicians to understand root cause for provisioning and repair-related tickets; communicates and/or implements process requirements to reduce overall trouble rates. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time.Core Responsibilities:- Applies corrective action processes to accurately resolve customer order issues, ensuring customers' service commitments are met.- Isolates and resolves problems by correlating information from network equipment, etc.- Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.- Works across multiple applications to perform error resolution in order to fulfill service orders that meet original time frame commitments made to customers.- Opens tickets and records/maintains necessary documentation to track ticket through resolution.

Reinforce instruction to students as directed by the teacherby assisting students with selecting appropriate educational software, operating a computer,and printing out work. Assist teachers in finding programs to support their student(s)need(s); check programs, review and learn new programs (including special curriculumreferenced materials). Prepare and maintain records of students participating incomputerized instructional support. Answer questions and introduce students to, and assist them with, the use of computers and peripheral equipment (i.e., printer, scanner, digital camera, Apple presentation system, etc.) and educational software in math, language arts, social studies, spelling, reading, and other various assignments. Clean, check, and perform minor maintenance on equipment to ensure that itremains in operational condition. Perform other related duties as assigned

• Handled logs and processed all incoming and outgoing mail. • Operated postage machine and other mailroom office machines.

• Provide curriculum tutoring and guidance to students having academic difficulties.• Hands-on experience with small and large classes and within various age groups, educational and grade level.

Graphic Communications Instructor:Develop strategies to teach the course content including instructional objectives, assignments, textbooks, weight of grades and delivery methods. Establish positive classroom relationships with students by being actively engaged in the classroom and lab and modeling exceptional verbal and written communication.Ensure that the content and level of material included on exams has been adequately covered in class and design assignments and tests to conform to the objectives of the Curriculum GuideProvided staff with support via in-service workshops and one-on-one instruction to facilitate improved use of their computers.

Maintained trouble-ticket system to record and track user calls and e-mails, significantly enhancing on-time delivery performance.Proven ability to interact effectively with clients and staff at all levels.Promoted customer satisfaction through clear, concise communication.

newly formed Help Desk function to provide assistance to computer users via telephone and e-mail.Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions.Provided desktop support for specialized hardware and software systems used in various small companies.