IT Help Desk Representative II

- Carry out daily IT support tasks under the supervision of senior personnel, including the Site Manager and Workflow Manager, to address operational needs - Diagnose, troubleshoot, and resolve common issues related to hardware, operating systems, software, and peripheral devices - Assist senior technicians with components of complicated technical tasks, under defined supervision - Install, configure, and maintain computer hardware, software applications, operating systems, printers, scanners, and other system components - Perform routine equipment maintenance, including replenishing consumables like paper and peripheral supplies - Respond to end-user inquiries via phone, email, and on-site support in a timely and professional manner - Document all service requests, troubleshooting actions, and resolutions within the IT service management (ITSM) ticketing system to maintain accurate tracking and compliance with SLAs - Review system error messages, apply necessary corrective actions, and escalate issues following established protocols - Track incidents through resolution to ensure accountability and service continuity while maintaining customer satisfaction - Follow up with customers to verify issue resolution and ensure adherence to service quality standards - Test new or modified software and assist with system updates or application deployments as instructed - Maintain and update technical documentation, procedural guides, knowledge base articles, and user support materials - Create, modify, and manage user accounts for network access and required training systems - Coordinate with other DoD facilities to assist in Permanent Change of Station (PCS), Temporary Duty (TDY), and deployment actions for accurate system access - Monitor Information Management Division (IMD) cybersecurity training requirements and update user compliance records in ATCTS (Army Training Certification Tracking System) - Provide operational metrics, reports, and performance data to leadership as needed - Take on additional duties as assigned to support mission and operational requirements