Job Title: Senior Help Desk Tech/Logistics
Essential Job Functions:
Adhere to DoDD 8140, The Defense Cyber Workforce Framework (DCWF) and DoD 8570 when filling roles to complete the duties/tasks stated below. This includes required KSAs associated with each work role as stated in the DCWF as well as the required certifications per DoD 8570. Typical DCWF work role and associated code for these duties include Technical Support Specialist (DCWF code 411 and DoD 8570 IAT-II for Help Desk Lead and DoDD 8570 IAT – I for Help Desk Technician).
Log all requests for assistance and all deficiencies upon discovery, and track solutions, in the Government approved trouble ticketing system. Complete monthly a minimum of 80% of all change/trouble tickets in each trouble ticket priority (Low, Medium or High). Low is defined as assigned within 24 hours; completed within 48 hours of being assigned. Medium is assigned within 4 hours; completed within 8 hours of being assigned. High is assigned within 1 hour; completed within 2 hours of being assigned. A status update for each open ticket will be annotated in the ticket database upon a change of status, or if no change of status occurs, monthly. Include an explanation of ticket status for tickets remaining open from one month to the next in the contractor's monthly status report. Deviation from required timelines shall be coordinated with and approved by Contracting Officer's Representative (COR). The Government estimates a total of approximately 5,500 – 6,000 tickets per year.
Create helpdesk tickets immediately upon request.
Notify users of ticket status within 2 hours of ticket creation or status change.
Monitor and update backlog status at least weekly.
Close tickets and notify customer immediately upon completion.
Field trouble calls, prioritize workload, and escalate problems that cannot be resolved locally to applicable Original Equipment Manufacturer (OEM).
Perform Tier II/III (direct user support) for WDTC DREN/SDREN core services for TNET supporting DoD customers.
Perform service desk duties as defined by current Information Technologies Infrastructure Library (ITIL) processes.
Support technologies to include operating systems, servers and software applications issues, troubleshoot, resolve and implement solutions.
Patch all applicable systems and ensure compliance with all DoD, Defense Information Systems Agency (DISA), Army, Army Test and Evaluation Command (ATEC) and DPG/WDTC laws, regulations and standards.
Ensure installations are IAW established local procedures.
Manage and distribute software licenses for the TNET for software installation.
Provide routine application patching and upgrade management for operating systems and commercial applications (i.e., Java, Microsoft Office, etc.)
Act as the focal point for customer contact, including problem resolution, requests for new service, or general inquiries for IT.
Submit applicable DISA documentation for smartphone (Blackberry, Iphone, IPad and Samsung) activation on mobile device management server and Enterprise email.
Perform imaging on new and transferred computers. Imaging shall be in accordance with current Army Gold Master (AGM) and DISA Secure Host Baseline (SHB) policies.
Perform system builds on computers using the system image library, as required IAW DSD prioritization based on the test center's requirements for testing
Logs shall be made available to ISSM/COR/CIO upon request.
Provide user account support to include: creating, updating, disabling/deleting, and resetting accounts for Active Directory. Accounts will be reset within 30 minutes of request. The Government estimates approximately 400 - 600 computer accounts .
Identify, utilize and make recommendations on system tools to identify potential issues.
Install authorized software packages on computers upon request.
Install and configure the proper operating system (OS) onto computers, install application software including clients for Microsoft System Center Configuration Manager (SCCM)/McAfee/Network Access Control (NAC) for remote system management, perform all necessary updates, and run Assured Compliance Assessment Solution (ACAS) vulnerability scans and remediate related issues. McAfee is the software utilized for virus protection, SCCM is used for patching, Bitlocker is used for encryption, and Dameware is used for remote desktop support.
Configure user accounts for local standalone use.
Evaluate, troubleshoot, and repair Windows and Red-Hat Linux based servers, workstations and laptops. Any repairs requiring external support must be coordinated and approved by the Government. Contractor may be required to provide assistance to third-party vendors.
Perform data recovery from backups and from damaged data storage devices.
Write and update scripts to expedite routine system configuration and software installations/updates and provide those resources to other technicians for uniformity and completeness.
Preferred: TOP SECRET DoD Clearance
Supervisory Responsibility: None
Work Environment: This job operates in a professional classroom and office environment. This role routinely uses standard office equipment.
Physical Demands: While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone, keyboard reach, stoop kneel to install/repair computer equipment.
Specific vision abilities required by this job include close vision requirements due to computer work.
Light to moderate lifting is required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 4:00 p.m. Workdays do not include working or conducting business on Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed closings.
Travel:
Minimal travel may be required
Additional Eligibility Qualifications: N/A
Work Authorization/Security Clearance: Active SECRET Clearance
AAP/EEO Statement:
Advanced Technology Leaders INC is an Equal Opportunity and Affirmative Action Employer. This company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
ATL is committed to assisting individuals with disabilities, please email for assistance and accommodation in the application or recruitment process.
The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws.
Other Duties:
The above job description is not intended to be an all-inclusive list of duties and standards of the position.
Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Duties, responsibilities and activities may change at any time with or without notice.
Benefits: Health benefits to include medical and dental
Paid Personal and Vacation
Paid Holidays
401(k) Retirement Plan
Apply online at www.at-leaders.com and click on Careers.
