Advanced Computer Learning Company
  • Goldsboro, NC, USA
  • Hourly
  • Contract

401(k), 401(k) matching, Dental insurance, Health insurance, Life insurance, Paid time off, Vision insurance

IT Support Specialist, On-Site, Seymour Johnson Air Force Base, Goldsboro, NC

Job Description: Duties may include any of the following activities, as well as other responsibilities determined by the COR.

Certification Requirements

  • Employees are required to meet the certification requirements of DoDI 8570.01-M.
  • Net+/Security+ certificates must be maintained

Duties and Responsibilities

  1. User Support

Provide assistance and training on an as-needed basis with the following: ACES Modules, AF Portal Web Page maintainers, Air Force Portal Communities of Practice, SharePoint Users, Microsoft Office Suite, E-mail, Air Force applications, Internet, Local Area Network (LAN), file transfers, personal data management, and recovering lost or corrupt data. The employee must be able to provide AV support for high-level briefings and presentations as well as tracking AV equipment, providing AV equipment to flights as needed as well as provide training on using the AV equipment.

Assist users in obtaining and establishing all user accounts. Creates, modifies, and deletes user network accounts and user privileges. Reports security breaches, distributes security information, and assists in the development and maintenance of the Systems Security Authorization Agreement. Promotes user awareness concerning the unauthorized or illegal use of computer hardware and software. Performs periodic system account administration ensuring user accounts are current with personal information and/or accounts deleted once a user has left the organization.

Serve as the alternate Information Technology Equipment Custodian (ITEC) and inform the primary (ITEC) of computer equipment problems. Assist the Unit Functional System Administrator (FSA) with computer hardware and software inventories. Plan, support, and assemble any hardware and/or software requirements for deployments or support for Overseas Contingency Operations (OCO). Ensure appropriate documentation is completed and submitted to the IT Chief to support deployment of all equipment and/or software. Provide software support for deployed personnel, personnel on Temporary duty assignment or on extended leave. Configure user software, modify software configuration, and perform basic configuration management functions. Perform and manage client software and hardware. Ensure account modifications are made as necessary when personnel deploy for extended periods, ensuring little disconnect between home base and deployed location.

Act as an alternate Telephone Control Officer (TCO) in the absence of the primary to provide telephone support locally and via deployed locations to assist in the configuration of hardware and software for customers. Ensure software and hardware specifications/considerations are met for customers in support of deployments. Repair broken computers locally and/or computers that are returned and damaged from deployment.


Comply with security requirements as set forth by applicable regulations and instructions. Adhere to Communications Security (COMSEC) material guidance; Monitor the Air Combat Command (ACC) Network Operating Services Center (NOSC) Heads Up Dashboard (HUD) to ensure all personal computers and servers are current with all Security patches as directed by the NOSC. Promote user awareness concerning the unauthorized or illegal use of computer hardware and software. Monitor and manage information system security programs to include unit-level Information Protection awareness training requirements.

Ensure compliance with applicable directives governing physical and operational security requirements for information systems. Report security incidents, formulate and apply corrective security procedures. Provide assistance and customer support with the USAF Information Protection Awareness training modules, track user completion, and document training In Accordance With (IAW) AFMAN 33-223 Interim Change (IC) 2005-1.

3.Hardware Support

Become familiar with the following Air Force Instructions (AFI) as appropriate. The rules and regulations IAW AFMAN 33-115 Information Technology Service Management, AFMAN 17-120 User Responsibilities and Guidance for Information Systems, and AFMAN 17-1301 Computer Security (COMPUSEC).

Build, sustain, optimize, and deliver core services to all unit users. Perform the installation of equipment, the connection of peripherals and the installing/deleting of user software. Performs initial system diagnostics and troubleshooting of systems assigned to them. Format, partition, back-up and restore hard drives. Run system diagnostics, isolate faults, and determine the cause of hardware and software failures. Remove and replace replaceable units to restore system operation. Perform periodic preventative hardware maintenance as required.

Track hardware relocations due to equipment malfunctions, equipment failure, upgrades, and/or replacements. Tracking records are maintained in a shared folder in a location where all Information Technology (IT) staff can easily access this information at any time.

Contract personnel will unpack, inspect, setup, test and relocate new computer hardware to ensure that all parts have been received and are in satisfactory condition. This may involve moving newused hardware from the loading dock to a temporary storage area or relocating existing resources to different functional areas. Contract personnel must be able to lift and carry at least 40 lbs.

Any problem with personal computers, servers, printers, and/or any other peripherals to include, personal data assistants, scanners/fax machines must be isolated and repaired. Troubleshoot hardware, software, and communications equipment to determine the best method of repair. If problems are found to be outside their scope of repair, the employee shall contact the appropriate maintenance organization or company (i.e. Dell, Hewlett Packard, and Compaq - if the item is still under warranty) and track the trouble call until it is resolved. The employee must track and report progress of the work being performed and follow through to the completion.

The 4 CES systems operate in an enterprise environment comprising of several Local Area Networks (LAN). The LAN spans multiple buildings throughout the base connected via fiber optics and Fiber/1000Base-T switches to the Seymour Johnson AFB Domain. The network system environment consists of approximately 450 desktop systems including 100 printers/plotters connected to the LAN via fiber/1000 Base-T. Desktop systems operate the Microsoft Windows Operating System and Office Suite applications used to perform daily office automation tasks. Commercial-off the-shelf clientserver and web-based applications are also used such as electronic forms/publication, Computer-Aided Drawing (CAD), Geographic Information System (GIS) and terminal emulation to access remote servers and databases.

4.Software Support

Configure user software, modify software configuration, and perform basic configuration management functions. Provide limited software application assistance for ACES modules and commonly used office automation applications purchased from standard Air Force infrastructure support contracts. Assist with troubleshooting of ACES user problems and /or open trouble calls to respective Field Assistance Service Team(s) to ensure problem resolution for customers. Ensure the organization is not using shareware or public domain software until approved for use by the Delegated Approval Authority after the Computer System Security Officer, Computer Support Administrator or local Functional Systems Administrator ensures it is free of viruses, hidden defects, and obvious copyright infringements.

Track software inventory and licensing. Tracking records are maintained in a shared folder in a location where all staff can easily access this information at any time. Install and update all software applications as they become available through normal channels. Make recommendations for application upgrades. All system data must be protected from disaster. Correct andor recover data due to desktop system disasters. Recovery should be from archive data and/or backup. Services will also include applying computer security patches on occasion.

5.Tracking Trouble Calls

Log all customer requests. Provide assistance to customer's requests received either by E-Mail, phone call or walk-in. At the time of initial notification, a log of each and every reported problem shall be entered into an automated log on the 4 CES SharePoint Site. The log shall, at a minimum, date received, Point of Contact, Problem description, Solution, Date completed. A copy of the log will be reviewed daily by the Information Systems Chief (ISC). Elevate issues that cannot be resolved within 4 hours to the IT Chief.

6.Account Support

Troubleshoot and apply the best method of resolve to meet the functional requirements of user accounts. Assistance must also be provided to customers in managing file server resources such as electronic files and folders IAW the Air Force Electronic Records Management program. If problems are found, report the problem to the IT Chief. The Employee shall track the trouble call until it is resolved.

The Employee shall comply with all applicable federal, state, and local regulatory standards.

Training Requirements

  • Obtain DoD IAA Cybersecurity Awareness Challenge IAW AFMAN 17-120, User Responsibilities and Guidance for Information Systems prior to being granted access to the base network.

Certification Requirements

  • Employees are required to meet the certification requirements of DoDI 8570.01-M.
  • Net+/Security+ certificates must be maintained

Normal Hours of Operation

Provide Desktop Support for the duration of business hours. Typical business hours are 0730 to 1630 with lunch from 1130-1230. Hours are subject to change via government direction.

Advanced Computer Learning Company
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