Position Responsibilities:
•Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
•Provides polite and friendly customer service
•Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
•Documents incident status and solutions in incident database tools.
•Possesses current working knowledge of computers, printers, laptops, and common windows applications
•Works through various types Tier II issues with telephone assist
•Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
•Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
•Possesses comprehensive knowledge of desktop operating systems and applications CM - COLTS Database SME
•Must be high level COLTS user very experienced in all aspects of the database to include configuration and property management, maintenance work orders, shipments, requisitions, RMA module, and how they all relate to system configurations.
•Highly proficient and knowledgeable in assembly configuration and hierarchy.
•Familiar with COLTS structure manager tools to support Configuration Management requirements
•Knowledge and experienced in reading engineering drawings as they relate to researching part numbers and part number changes to facilitate COLTS database updates/changes, and documents.
•Experience with COLTS MWO processes and utilization throughout program fleet.
•Experience teaching/training COLTS highly desirable.
•Ability to work across departmental boundaries, and interact with Sr program leadership.
•Experience in performing property inventories and/or property audits utilizing COLTS database tools.
•Knowledge of D-FAR, DPAS, Logistics and Warehouse Operations, Government Property Management, Working with CONOCONUS teams all highly desirable.

Desirable Skills / Experience:
•Perform STIGs & IAVA implementation for system devices, perform imaging of systems, CERP replacement, etc.
•Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success.
•Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.

Education Required:
•Entry Level HS/GED + 1-3 years relevant experience (3 years experience in lieu of a degree)
•Junior Level AA/AS + 3-5 years relevant experience (6 experience in lieu of a degree)
•Journeyman Level BA/BS + 5-8 years relevant experience (12 years experience in lieu of a degree)
•Senior Level BA/BS + 8-12 years relevant experience (15 years experience in lieu of a degree)