Sr Administrator Specialist
Help Desk Specialist I
Wright Patterson Air Force Base - OH - Wright AFB, OH US (Primary)
Some College Coursework Completed
88thComm Group HD position is basic Level 1 HD support. Answering HD calls, remoting in to fix straight forward OS and Microsoft product problems, working problems with peripheral devices, resetting passwords etc. The person may have to deal with VIPs (15s, Cols, SESs, GOs) given that there is a VIP clause in the PWS. The individual will need a secret clearance with an SSBI investigation and a Security+ certification is preferred.
This effort is to support the 88thAir Base Communication Squadron to provide Client Systems Technicians (CST) Tier 1, Level 1 support asHelp Desk Technicians for the rapid incident management response for users and administrators of Wright-Patterson Air Force Base (WPAFB) networks to assure access to network coreservices.
The scope of this Subcontract includes service desk technical support in the configuration, operation, and troubleshooting of information systems and computers connected to the WPAFB network. WPAFB network domains include Non-Secure Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet). The Subcontractor shall provide help desk technical support as described in Paragraph 3.0 below to the Help Desk Team. The Subcontractor shall provide a technically current and appropriately certified personnel that can provide CST support at a level of SECRET for systems management and operations.
Service Level 1, Initial Contact and First Call Resolution:The CFP Help Desk, the NCC Service Desk and touch labor are considered Tier 1 support and have end-to-end responsibility for each customer request. The Tier 1 CST is empowered to resolve as many requests as possible without elevating to a higher tier. Tier 1 provides a single point of contact to the customers for servicing any request. (Levels 2 & 3 are informative only and listed below)
The CFP HelpDesk generates the incident report (trouble ticket) describing the problem, notes pertinent user information (e.g., location or asset) and provides initial troubleshooting to resolve the issue if possible, either by walking the customer through the problem or by taking control of their desktop remotely. Initial contact by customer can be either by telephone or walk-up requests.
The Subcontractor shall perform initial diagnostics and troubleshooting of client workstations to investigate and resolve computer system problems with hardware, software, operating systems, peripherals, network connections, and configurations. This is the front-line to customer aid and the entry point to the Trouble Ticket (TT) process. The Subcontractor shall document calls using the Trouble Ticket system (TT system) and attempt on-the-spot resolution by using Standard Operating Procedures (SOPs). TT's shall consist of standard information concerning the incident and customer. First-Call resolution shall be the primary goal of the Help Desk. If the answering technician is unable to resolve the ticket within 15 to 20 minutes, the TT will be routed to the appropriate work center in accordance with established SOPs.
The Help Desks Technicians shall maintain an up-to-date listing of information on other Help Desk points of contact for non-core host and application systems and shall attempt to refer the customer to resources capable of resolving all customer problems outside the 88CS area of responsibility.
The Subcontractor shall use the government approved standard TT system to record all calls and walk-up requests. Data shall include, but is not limited to, log of each service call received (including originating office), action(s) taken until resolution or ticket transfers to different work center for resolution, and total elapsed time. TTs shall be submitted and resolved in accordance with 88CS established SOPs.
The Subcontractor will monitor the CFP queue in the TT system and will route TTs to appropriate work centers. However, this requirement does not take precedence over answering phone calls and attempting first call resolution.
The contractor shall stay knowledgeable of all published sources of directives and documents.
In observance of the fact that there is a greater cost when certain key individuals are unable to access their network resources, a higher priority level for these individuals is required. The contractor will provide immediate Level 1 support, and if necessary (in accordance with government SOPs) coordinate Level 2 and/or Level 3 support for these designated individuals. These individuals may include General Officers, Senior Executive Service, and Commanders. Other individuals may simply be personnel who perform a mission critical role for their organizations.
The Subcontractor shall provide customers with Tier 1, Level 1 support to include problem resolution for computer configurations, computer software, account administration and assistance for LAN and communications interfaces during normal business hours of 0600 to 1800 (6:00 a.m. to 6:00 p.m.)MondaythroughFriday, excluding approved Federal holidays. The Subcontract shall provide 1 person that will be part of a team to meet the support schedule providing a minimum of 8 hours per day during the business hours, 0600 to 1800,Monday-Friday, except for lunch hours and scheduled vacation times that have been previously approved by employee's company and coordinated withthe QuantechTeam Lead.
Included as information only, not a requirement:
Service Level 2, Detailed or Remote Resolution:A NCC service desk CST works incidents not resolved at Level 1 by using detailed problem analysis and remote management techniques to resolve the incidents.
Service Level 3, Touch Labor: This position works the issues not resolved at Level 2 or may require further troubleshooting or hands-on support. If necessary a CST will be dispatched to the user's location.
Secret clearance required
Education and Experience:
CompTIA Security+ certification required
Bachelor's Degree in a technical or related field. Relevant DoD or technical experience may be substituted in lieu of degree requirement.
Windows 10 knowledge and expertise.
A working knowledge of BMC's Remedy Trouble Ticket System.
Expertise with Dameware and Remote Desktop Protocol.
Expertise with Microsoft SharePoint 2013.
This position provides help desk support. This includes assisting end-users by troubleshooting problem areas (by telephone, email or remote desktop access) in a timely and accurate fashion. Must document 100% of in-coming calls and problem resolutions in the help desk tracking system. Must interact with other team members to accomplish task-related activities in a professional manner that reflects a positive image and demeanor. Must have good communication skills, both written and oral. Must have practical working knowledge or Windows 10, REMEDY and tools for remote desktop control.
Security clearance required
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.