Serve as the primary point of contact for end users to provide ongoing support, monitoring, and lifecycle management of incident tickets. Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counter-Intelligence. Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups. Document troubleshooting and customer interaction in the tracking system work log. Recognize application and technical problem trends and provide mitigation plans to avoid future occurrence. Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service. Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularly. Perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software and ensure all documentation is in accordance with AF and DoD policies, guidance, and directives. Implement client workstation software patches, security fixes, and service releases according to local instructions. Manage and establish network user accounts. Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN, laptops, and tier one troubleshooting of VTC/Global Video System (GVS) issues prior to escalation.
