Job Description Help for Job Description. Opens a new window. Help Desk and Hardware/Software Support. Provide end-user support for a user community of approximately 2,200 personal computers for NHP and their remote NBHC's locations. Some of the software used at these sites include but not limited to: Microsoft Office suite, Microsoft Operating Systems, other Commercial Off-the-Shelf software packages and Government Off-the-Shelf software. In addition, there are numerous Programs of Records that are also supported by Legacy Applications. Provide customer support in setting up microcomputers; installing software packages; building and maintaining microcomputers images to Standard Technical Information Guides (STIG) and Gold Disk compliance in accordance with DoD Directive 8500 series; an example of some of the required images are a clinic image, administrative image, kiosk image and program of record specific image; user orientation on use of hardware/software/network products, and write standard operating procedures and other documentation as required. Review IT device audit scans and apply required patches, updates and STIG settings. Identify problems and provide resolution of hardware/software/network malfunctions, maintain database of known and identified problems and fixes; provide hardware maintenance such as circuit board replacement, cable replacement, communications support, hardware replacement, and full system installation. The workload volume is determined by the number of incidents per month. An incident may be qualified as an end-user call for support, the installation of a software package, an end-user orientation on the hardware/software installed, communications support, installation of equipment, develop functional requirements, and other Personal Computer (PC) related support functions. Monitor and respond to a variety of complex hardware, software and network problems utilizing a variety of hardware and software testing tools and techniques. Hard drive destruction and tracking in accordance with DoD Mandates. Provide local area network server and operating system support. Provide life cycle management. Receive, log, and investigate Customer Service Call (CSC) calls. Call back on all CSC reports to assure responses were handled appropriately. At the NHP and its NBHC's, CSCs shall be received person-to- person, telephonically, via a web-based Help Desk database and Email. The Management Information Department (MID) will provide the Contractor with CSCs the Contractor shall act upon. Resolve CSC calls based on established guidelines and written procedures for unresolved problems. Make recommendations concerning hardware and software acquisitions that can improve the system or that are needed