MicroTechnologies

  • Client System Specialist (IT Help Desk)- Secret clearance required (Ramstein, Germany)

    Job Locations DE-Ramstein | IT-Aviano
    Posted Date 2 months ago(6/29/2019 12:36 PM)
    Job ID
    2019-1224
    # of Openings
    13
    Category
    Information Technology
  • Overview

    Provides network assistance and technical support to resolve user problems, service requests, communications, computer, voice, network faults and outages. Performs the installation of equipment, connection of peripherals and the installing/deleting of client level software.
    Creates and maintains a central repository for technical advice. Manages network user accounts. Performs clientlevel IT support function, voice network and PWCS. Assists the Government in tracking, distributing, maintaining, and replacing all mobile devices.

    Responsibilities

    Client System Specialist will:

    • Use local help desk ticket system and associated databases to, enter, document, track, coordinate, route, resolve, and close user ticket issues. The Contractor shall respond within four (4) hours of an incident ticket being assigned to them, during normal business hours. If an incident ticket is assigned with fewer than four hours remaining in the business day, the four-hour window will continue at the start of the next business day.
    • Provide the ability to run Ad Hoc queries against the central repository for trouble ticket tracking/status to provide better customer support.
    • Resolve administrative and technical communications problems.
    • Perform the installation of equipment, connection of peripherals and the installing/deleting of client level software and ensure all documentation is IAW Air Force/DoD policies, guidance and directives.
    • Provide software application assistance.
    • Implement client workstation software patches, security fixes and service releases according to local NOC/NCC instructions.
    • Create and maintain a central repository for technical advice and solutions for network systems. (CST/CFP share drive, Tier 0, Frequently Asked Question (FAQ) forums, SharePoint help guides, etc.) automatic data processing support, hardware exchange, and repair service support.
    • Track metrics of calls received, number of trouble tickets submitted, average resolution time, priority, listing of technical bulletins and information guides issued and trend analysis information and provide to the Government when requested.
    • Adhere to local criteria to define the priority of problems for example, routine through critical (VIP and work stoppage) and adhere to or create resolution time-lines.
    • Manage network user accounts on relevant systems and platforms.
    • End Device Support (Voice, Data, and Video Devices). 
    • Perform client-level information technology support function, voice network and Personal Wireless Communication Systems (PWCS).
    • Manage hardware and software Controlled Cryptographic Information (CCI).
    • Perform configuration, management and troubleshooting.
    • Provide service to end-users for operation, restoration and configuration of information systems.
    • Implement installation and maintenance functions associated with edge device systems such as key and intercom systems, copper core and fiber-optic intra-building wiring, fiber optic end equipment, modems and associated hardware.
    • Assist the Government in tracking, distributing, maintaining, and replacing all mobile devices managed by the squadron. Mobile device distribution should be limited IAW local policy. The Contractor will not be responsible for managing the cellular services contract, only the mobile devices.

    #cj

    Qualifications

    • A Bachelor’s degree 3 years of recent specialized experience; or an Associate’s degree plus 7 years of recent specialized experience
    • DoD-approved IAT Level II certification
    • DoD Security clearance at the Secret level
    • Ability to obtain TESA approval in a within a reasonable time frame. 

    General Information

    MicroTech is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) and experienced provider of information technology and communications. MicroTech offers a wide range of professional services focused on providing cutting-edge solutions with the customer at the forefront of every decision we make. Solving complex business challenges is our passion — we provide effective, practical solutions that can increase productivity, and decrease costs.

    MicroTech has developed a well-earned reputation for best-in-class services and solutions using a repeatedly proven ISO 9001:2015 Quality Management System (QMS), ISO 20000 IT service management certification, and ITIL® management qualified business processes.

    We offer great pay, amazing benefits, and our company culture is strong. MicroTech is devoted to people development and providing high achievers opportunities to grow professionally. As an employee, you are surrounded by intelligent, driven colleagues and have the benefit of a culture that is focused on bringing out the best in everyone. Our benefits include:

    • Insurance (medical, dental vision)
    • Paid Leave (15 days per year for those with less than three years of service, 20 days off for those with more than three years of service)
    • 401k Plan with Employer Matching Contribution
    • 10 Company-Paid Holidays
    • Tuition Assistance
    • Voluntary Benefit Programs
    • Corporate Discounts

    MicroTech is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classes.

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