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Nisga'a CIOPS · 2 weeks ago

Information Technology Specialist II

Panama City, FL

Full-time

Onsite

Mid Level

3+ years exp

Nisga'a CIOPS provides hands-on experienced services to civilian and DoD programs worldwide. The Information Technology Specialist shall provide Tier Two support for the 101 ACOMS IT requests and resolve technology issues in an expedient manner.

Logistics & Supply Chain

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Shall take full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request

Shall assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process

As with any IT operations, changes to operations should be expected. As such, the Contractor shall support projects associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements

Shall follow-up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction

Shall work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to 101 ACOMS management and the COR no later than seven days of the event or issue

Shall establish and maintain data in the 101 ACOMS error tracking database daily; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents

Shall engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users

Shall ensure 100% non-IT requests are properly routed to appropriate support organizations

Shall support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements

This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes

CSTs shall review user paperwork to 100% accuracy and submit to 101 ACOMS CFP for creation within 48 hours of initiation of new user documentation

Provide a full range of hands-on IT-related support functions

Shall be responsible for on-site support of computing devices (desktops, laptops, printers, etc.) and associated software

Shall configure, install, and troubleshoot approved laptops, desktops, printers, network-connected copiers, scanners, and other office IT equipment

Shall configure, install, and troubleshoot approved software elements including the operating system (OS). IAW government regulations

Maintain and upgrade software elements, including the OS. IAW government regulations

Shall troubleshoot software and hardware issues

Shall troubleshoot configuration problems

Assist users with application usage questions and concerns

Shall escalate hardware repair/replacement issues to 101 ACOMS representatives within 12 hours, if applicable

Shall report to the 101 ACOMS representative weekly, as specified by the government, on all performance expectations

Maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations

Shall have the capability to interact with Senior Leadership (Colonel/Civilian Equivalent - Lieutenant General)

Shall meet these performance expectations: + Route and/or assign trouble tickets within 2 hours the next business day. + Complete assigned incident tickets no later than 15 days after creation. + Escalate, within 24 hours, all tickets that will breach 15 days from creation. + Ensure no more than 15% of all incident tickets in the backlog are more than 30 days old unless coordinated and approved by the Government

Qualification

Network infrastructure installationSoftware installationUpgradingSecurity patch managementActive Directory managementMicrosoft Office SuiteVerbal communicationWritten communicationProblem-solvingCollaborationTeamworkCritical thinkingTime management

Required

Ability to analyze complex data and situations, and provide clear, actionable insights

Strong capability to identify problems, think critically, and implement effective solutions

Excellent verbal and written communication skills for conveying ideas clearly to both technical and non-technical audiences

Ability to manage multiple tasks, set priorities, and meet deadlines

Collaboration and Teamwork: Strong interpersonal skills and the ability to work effectively in teams or cross-functional environments

Proficiency with Microsoft Office Suite

Minimum 3 to 5 years of experience with installing and upgrading network infrastructure, software, security patches, and equipment via the use of management tools, i.e., Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM) and Active Directory Users and Computers (ADUC)

Must be compliant with Department of Defense (DoD) Directive 8410 'Information Assurance Training (IAT), Certification, and Workforce Management,' IAT Level II requirements to obtain privileged network access

US citizen

Must have a Secret clearance