Information Technologist I (Information Management Officer – IMO)

The Information Technologist I (Information Management Officer – IMO) provides client administration and technical support for Microsoft desktop and laptop systems within a Department of Defense enterprise environment. The role includes desktop support, system administration assistance, hardware and software installation, troubleshooting, and technical support for users in Microsoft Windows and Microsoft 365 environments.

One position may be designated as the on-site Site Leader, serving as the primary point of contact for the Government. This role requires additional coordination responsibilities and the ability to respond to on-site requirements or emergencies within 30 minutes during duty hours.

Minimum Qualifications

·       Associate’s degree in Information Systems, Computer Science, or related technical field
OR

·       Three (3) years of technically related experience in desktop support or network administration

·       Minimum two (2) years of client support experience in a Microsoft Windows environment

·       Must possess a current IAT Level II certification (e.g., Security+ CE) at the time of hire

·       Must obtain and maintain appropriate Computing Environment (CE) training for supported operating systems and security tools throughout the contract

·       U.S. Citizenship is required

·       Must be eligible to obtain and maintain a Secret Security Clearance

·       Must be able to understand, speak, read, and write English and demonstrate effective written, verbal, and interpersonal communication skills

Technical Experience & Microsoft 365 Skills

·       Minimum two (2) years of client support experience in a Microsoft Windows–based environment

·       Experience supporting Windows 11 and Microsoft 365 enterprise environments

·       Experience supporting users within a Microsoft Intune environment

·       Experience troubleshooting and resolving desktop hardware and software issues

·       Experience with PC imaging, connectivity troubleshooting, remote printer setup, and automated email systems

·       Experience implementing system security practices, including:

o   password management

o   user and group account administration

o   file permission configuration

·       Ability to diagnose and resolve computer hardware and software issues remotely

·       Understanding of LAN / WAN / Internet connectivity environments

·       Advanced understanding of Transmission Control Protocol / Internet Protocol (TCP/IP)

·       Intermediate-level proficiency in Microsoft 365 applications, including:

o   Outlook

o   OneDrive

o   Word

o   PowerPoint

o   Excel

o   OneNote

o   SharePoint

o   Teams

o   Viva Engage

o   Access

·       Proficiency using the Army Enterprise Service Management Platform (AESMP) to create, modify, update, and resolve customer support incidents

·       These skills are required to support enterprise systems and produce documentation required under the contract.

Key Responsibilities

·       Provide network registration of client equipment within installation software and asset management systems

·       Establish, maintain, delete, and troubleshoot Microsoft Intune accounts and client systems

·       Troubleshoot and resolve user application and configuration issues via telephone support, remote access, or onsite assistance

·       Maintain local operating systems and standard client applications according to Army configuration standards, including service packs, patches, security fixes, and virus definitions

·       Troubleshoot and resolve desktop baseline application and email system issues

·       Coordinate standard system image configuration changes with the Network Enterprise Center (NEC)

·       Provide technical guidance and support to desktop service technicians, users, and peers

·       Install, configure, and maintain desktop applications and standard Army application systems

·       Install, configure, and maintain Commercial Off-The-Shelf (COTS) and Government Off-The-Shelf (GOTS) authorized client applications

·       Perform commercial hardware repair and troubleshooting for computer systems

·       Assist System Administrators with testing of local client applications and security patches

·       Create and maintain documentation for technical procedures, including Continuity Books for troubleshooting and operational processes

·       Assist System Administrators with installation and testing of system software or network hardware configurations

·       Coordinate documentation of all client hardware and software changes, including updates to Standard Operating Procedures (SOPs) and User Guides

·       Use the Army Enterprise Service Management Platform (AESMP) to create, modify, update, and resolve customer support incidents and service requests

·       Assist in preparing technical documentation and configuration change requests

·       Communicate technical information clearly and accurately to technical and non-technical personnel at all levels of the organization

·       Provide daily on-site Tier I operational support for classroom audiovisual equipment, including networking and Microsoft Teams video conferencing systems used in classroom environments

Certifications & Training

·       Must possess IAT Level II certification (e.g., CompTIA Security+ CE) at the time of hire

·       Must obtain and maintain appropriate Computing Environment (CE) certification for supported systems

·       Must complete mandatory Government training within 30 days of employment, including:

o   Antiterrorism (AT) Level I Training

o   Operations Security (OPSEC)

o   iWATCH Training