Systems Administrators serve as the primary point of contact for user support requests, and provide staffing for the Baghdad Information Systems Center (ISC) Help Desk, mostly in Controlled Access Area (CAA) facilities.
When a user contacts the ISC Help Desk with a standard or easily resolved request, such as unlocking or resetting a user account, mapping a drive or printer, answering a question about using Microsoft Office or assisting a user in transferring their mailbox to their follow-on assignment, the Systems Administrator provides immediate assistance.
When a request for assistance involves a physical component, such as clearing a printer jam or installing a new workstation, or if the user needs to demonstrate their problem in person, the Systems Administrator goes to the users workspace to investigate and resolve the problem.
If there is a major systems outage or a recurring problem that impacts users, the Systems Administrator works with the Systems Administrator WAN/LAN, Applications Manager and the Network Engineer to identify and troubleshoot the problem and communicate updates about likely resolution times to the user community. All requests for assistance and their resulting status updates and eventual resolutions are logged by the Systems Administrator for trend analysis.