The Operations Support Specialist, level 1, responsibilities include, but are not limited to, the following tasks and deliverables:
· Provide 2nd line IT support to CFB Borden users working on the Defence Wide Area Network (DWAN), the General Purpose Network (GPNet), Internet-connected and standalone systems
· Receive, diagnose and resolve incidents as per provided procedures
· Maintain the condition and performance of all IT equipment. Unbox and configure computer equipment which may include repeatedly lifting and carrying computer equipment weighing up to 200kgs
· Maintain the performance of existing software. Install and configure new software
· Install, administer and maintain Windows 10 operating system and Office
· Document all incidents and SRs and actions pertaining to incidents and SRs in the provided ITSM tool as per provided SOPs
· Provide client assistance in person, via telephone, or via remote tools such as Proxy or Windows Remote Assistance
· Provide support and assistance to DND personnel as required
· Administer network accounts
· Document configuration item changes in a configuration management database (CMDB)
· Provide verbal and written reports on problems and resolutions for IT services
· Provide on-site response to IT incidents at various buildings across CFB Borden and DND vehicles will be made available for such activities. Contract resources will be expected to obtain a DND 404 (military driver’s permit). For contract resources to obtain a DND 404 the following will be required:
· Contract resources must personally possess a valid Province of Ontario Class G driver’s license
· Contract resources must provide an Ontario’s Driver’s Abstract
· Contract resources must pass a DND written driving exam
· The contract resource’s company must provide proof of insurance covering the contract resource’s use of DND vehicles
