Serves as the initial point of contact for troubleshooting hardware/software PC problems.
Provides phone support to users in the areas of e-mail/exchange, print services, directories, standard Windows desktop applications, chat, and SharePoint.
Provides 2nd level support for DNS, Group Policies, Domain Services, Database Servers, VOIP, XMPP, McAfee Anti-Virus, ACAS, vCenter, Windows Server Update Services (WSUS), SolarWinds, and File Servers.
Will support the DISA JITC and be on-site supporting as part of a shift support structure (telework may be available but is not guaranteed, especially during exercise support.)
Domain Services
Domain Services: Stores data and manages communications between the users and the DC. This is the primary functionality of AD DS.
Certificate Services: Allows your DC to serve digital certificates, signatures, and public key cryptography.
Lightweight Directory Services: Supports LDAP for cross platform domain services, like any Linux computers in your network.
Directory Federation Services: Provides SSO authentication for multiple applications in the same session, so users don’t have to keep providing the same credentials.
Rights Management: Controls information rights and data access policies. For example, Rights Management determines if you can access a folder or send an email.
Provides 2nd level support for routers, switches, firewalls, and network infrastructure.
Answering trouble calls from Customers and Tier I organizations.
Creating/Updating trouble tickets in DISA’s Global Ticketing Management System (Remedy trouble ticket system).
Compiling analysis of trouble tickets to provide monthly trending reports.
Monitoring status of open tickets and reporting progress at the weekly operations meeting with the customer.
Building briefing slides concerning trouble ticket progress as required.
When Tier 2 can’t fix the issue, ensure the trouble ticket gets escalated to a third level engineer.
Candidate will be trained for basic network and system administration duties in anticipation of taking on more technical assignments.
24 by 7 call center support.
Work independently under the guidance of the prime contractor
Perform other duties as required.
Required Qualifications/Education:
5 years direct experience in the last 8 years with an Associates or Bachelor’s degree in a relevant discipline
(or 8 years direct experience in the last 10 years with HS Diploma)
