- Provide IT support services and call triage including First Call Resolution, Impact and Priority Based Incident Categorization.
- Provide timely customer feedback, monitor/update the status of assigned tickets, and ensure warm hand-off and/or ticket escalation.
- Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
- Provide O&M support for OMC desktop, laptop, and tablet information systems.
- Image information systems using government provided operating system images.
- Provide onboarding and provisioning of new accounts, and deprecation for users departing the organization.
- Submit tickets for all reported incidents, work orders, and service requests. They are required to utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
- Provide surge support to NSGB in support of OMC Users participating in court hearings, trial activities, and other events as required.
- Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
- Facilitate mapping and troubleshooting user access to shared network resources.
- Provide support for computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
- Provide support for software requests, installation, and troubleshooting IAW established policies and procedures.
- Provide support for mobile device requests, issuance, accountability, troubleshooting, and retrieval IAW government approved processes.
- Provide PKI Trusted Agent (TA) support, this is includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
- Provide voice over Internet protocol (VOIP) and Secure VOIP troubleshooting, this includes port activation requests, connectivity, and trouble ticket submission.
- Troubleshoot all information system hardware line replaceable units (LRU).
- Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost reimbursable basis as required.
- Provide transportation, delivery and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets.
- Provide desk side training to the end user for standard software and equipment issues as requested. Desk side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and
- Must be US Citizen
- Active Top Secret SCI Clearance
- Bachelors Degree in Computer Science or related field preferred or 5+ years of experience delivering tasks of a similar size/scope
- CCNA Security
- CySA+ ** GICSP
- GSEC
- Security+ CE
- SSCP
- CASP+ CE
- CCNP Security
- CISA
- CISSP (or Associate)
- GCED
- GCIH
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Service Desk - Washington, United States - TM3 Solutions Inc
Description
JOB DESCRIPTION:
Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during for our OMC customer.
ROLE AND RESPONSIBILITIES:
Must have working knowledge of the following tools:
BMC Remedy for ticket tracking and routing; and Microsoft SharePoint, as a knowledge management repository for SOP's.
QUALIFICATIONS AND EDUCATION REQUIREMENTS:
REQUIRED CERTIFICATIONS:
Must be IAT Level II (applicant will at least have one of the following certs):