System Technician

System Technician
Place of Performance: Aviano AB, Italy

General Description:

The System Technician provides essential technical support for telephony systems, customer service operations, and IT inventory management within the DHA Medical Treatment Facility. This position serves as a primary point of contact for telephony issues, assisting customers with IT-related requests, managing IT in-processing and out-processing procedures, and maintaining accurate records of all IT assets. The System Technician works under the guidance of senior IT staff and performs a variety of tasks to ensure the smooth operation of communication systems and the efficient management of IT resources.

Specific Tasks:

• Telephony Support: Focus on several key areas. For telephony support, you will provide first-level technical assistance for the MTF telephone system, troubleshoot hardware and software issues, and respond to user inquiries about phone functionality and related services. Configure and maintain telephone extensions and voicemail accounts, escalate complex issues as necessary, assist with the installation and relocation of telephone equipment, and maintain documentation related to the telephony system.
• Customer Service: Primary contact for IT-related requests, providing prompt and courteous assistance through various channels. Log customer service requests in the IT help desk system, manage IT in-processing and out-processing for MTF staff, assist users with IT equipment, and follow up to ensure satisfactory resolution of issues. Basic IT tasks, such as password resets and account unlocks, will also be part of their responsibilities.
• It Inventory Management: Maintain an accurate inventory of IT assets, track their movement, conduct regular audits, and assist with the disposal of surplus equipment according to DHA policies. Keep records of software licenses, ensure compliance, generate inventory reports, and utilize the Defense Medical Logistics Standard Support (DMLSS) system for inventory tasks.
• General It Support: General IT support duties will include setting up computer workstations, aiding in software installation, troubleshooting network connectivity issues, maintaining an organized work environment, adhering to DHA IT security policies, and participating in training and development activities. Additional tasks may be assigned by the supervisor as needed.

Qualifications:

• High school diploma or equivalent. (Associate’s degree in a related field preferred).
• Minimum of one year of experience in technical support or customer service, particularly with telephony systems and IT inventory management.
• Preferred certifications: CompTIA A+ and CompTIA Network+.
• Proficient with computer applications such as Microsoft Office Suite. Familiarity with IT help desk systems and inventory management principles.