Computer Help Desk Support Services Branch Health Clinic Iwakuni
Information Technology Customer Support. The contractor shall manage Tier 1 and 2 IT Help Desk functions, assisting the IM / IT Operations Division Head by assuring a smooth integration of services to support all local and server-based IT hardware and software in the Command.
The contractor shall receive technical assistance request calls via telephone, electronic mail, paper mail, facsimile, and in-person requests.
The contractor shall screen, analyze and resolve a variety of hardware and software problems and other system user requests, and assist users in overcoming functional problems by providing diagnostic assistance including, but not limited to : resolving hardware, software and network problems, analyzing user permissions, utilizing Active Directory for user access and security group management, print server management, peripheral install and configuration, basic network cabling and troubleshooting, and training users on IT best practices.
The contractor shall move user computers as requested by users and as directed by the IM / IT Operations Division Head. The contractor may, on occasion, be required to drive government vehicles on and between bases in the performance of duties.
The contractor shall carefully record and document all technical assistance requests, producing and maintaining regular historical reports of department workload.
System Administration Support. The contractor shall provide as-needed support to U.S. Naval Hospital (USNH) Yokosuka system administrators for all clinical and business information systems utilized in the hospital for trouble ticket support, system upgrades, and system deactivations / replacements.
The contractor will serve as a liaison between USNH Yokosuka users, and IT system administrators, and the Information Assurance Manager.
Upon receiving technical assistance request calls for information systems, the contractor shall work under the direction of the relevant USNH system administrator to screen, analyze, and ultimately restore functionality to the affected system.
The contractor shall also detect and report any abuse of information systems by users, and re-direct assistance requests to proper system specialists, network and database administrators, Information Assurance Officers (IAO), training coordinators as applicable, and shall assist in major software installations and upgrades.
Accounts Management. The contractor shall provide new accounts management and support in the creation of, transition in, and transition out of enclave customers to the Navy Medicine or Medical Joint Active Directory Domains.
Contractor work with the command’s Security Manager to ensure staff is only provided access for the duration of their employment within the enclave and for the length that they possess a valid security clearance that meets the minimum access requirements for their work in accordance with work assignments and as outlined in DoD 2-R and DHA PI 8140.01.
The contractor shall manage the file repository of all network account holders in accordance with the retention periods outlined in SECNAV M 1
The contractor shall function as a single point of contact and liaison between enclave users and IMD System Administrators for account requests to clinical and business systems and programs of
The contractor shall manage enclave user details in the Defense Enterprise Email (DEE) management system, the Defense Enterprise Provisioning Online (DEPO).
The contractor shall where outfitted, conduct CAC unlocks using GFE systems in instances where enclave users lock their CAC and cannot access their network
IMD Process Improvement. The contractor shall provide weekly value-added activities in direct support of the continuous process improvement (CPI) model that underpins high-reliability organizations.
The contractor shall author, amend, update, and archive knowledge base articles for the use of enclave users as well as in support of Tier 1 and Tier 2 technicians.
All knowledge base articles, user guides, or similar standard operating procedure documents shall be meet the intent of the Plain Writing Act of 2010 and be written at the 9th-grade reading level and minimize technical jargon and terms where possible.
The contractor shall participate in weekly meetings directly supporting CPI activities that are tied to IMD functions in support of the enclave.
The contractor shall actively participate as a team member in CPI initiatives and projects as assigned by IMD leadership.
Contractor personnel shall possess the necessary computer programming knowledge and skills necessary to carry out all assigned Help Desk duties, including knowledge of Microsoft Windows, the Microsoft Office Suite, Microsoft Exchange Server Administrator, the Composite Health Care System (CHCS), Windows networking concepts such as Windows NT / 2000 Server, Active Directory and use of Ethernet in the local area network.
Security Clearance : Must have a Secret Clearance at a minimum for this position.
Certification : Current Security +
Contractor personnel shall possess the necessary knowledge and skills necessary to carry out all assigned duties.
Please note that pursuant to a government contract, this position requires U.S. Citizenship status.