SYSTEMS SUPPORT SPECIALIST (KBO001376)
Description
This position description is subject to change at any time as needed to meet the requirements of the program or company.
POSITION SUMMARY:
Under the general supervision of the SSS Lead, the Systems Support Specialist will apply understanding and knowledge of information systems products and services. Will provide technical software, hardware, and network problem resolution to all computer users by performing question/problem diagnosis. Guide users through step-by-step solutions in a service center environment; clearly communicate technical solutions in a user-friendly professional manner. Escalate complex technical issues using the Remedy ticket submission system.
Responsible for recognizing, researching, isolating, and resolving first level information systems problems and coordinates referrals to appropriate technical, professional, or service personnel for appropriate service, repairs, training, and follow-up.
Maintain, operate, and upgrade all Automation Data Processing Equipment (ADPE), currently consisting of servers, PC systems, (CPU, monitor, keyboard, mouse) laptops, printers, DSN phones, and small peripheral items (KVM switches, CAC readers, etc.) All aspects of system support to include but not limited to Microsoft Windows Server Active Directory and domain, WINS, DNS, print queues, maintenance of database systems and software, installation of patches and updates as mandated, maintain and administer enterprise applications, support, analysis, design, testing, and implementation of systems and networks.
Perform other duties as assigned.
MAJOR JOB ACTIVITIES:
1. Provide help desk support to users with non-secure internet protocol routing network (NIPRNET or NIPR), SIPRNET, or stand-alone AIS or communications systems issues.
2. Uses work order system to initiate, update, and track all user generated work orders.
3. Serves as a single point of contact for user status inquiry and serves as a liaison within the organization for information systems problem management.
4. Install new versions, updates, service packs, or replacement parts for all supported ASG-KU equipment.
5. Ability to operate, maintain, and upgrade all ASG-KU Automation Data Processing Equipment (ADPE), currently consisting of servers, PC systems, laptops, printers, DSN phones, and small peripheral items to include KVM switches, CAC readers, etc.
6. Disassemble, inspect, repair, test, and repair PC systems and printers to motherboard or control board level.
7. Provide initial evaluation and recommendation to user who submitted the trouble ticket within 3 working days of receipt of item.
8. Maintain database systems and software.
9. Supports analysis, design, testing, and implementation of systems and networks.
MATERIAL & EQUIPMENT DIRECTLY USED:
Personal computer, server, printers, network equipment, and other general office equipment.
WORKING ENVIRONMENT:
Work is generally conducted in an area with a mild exposure to extreme climactic conditions. Must comply with OSHA, EPA, Fire Regulations, and published Company work rules. Work is in a very challenging environment.
PHYSICAL ACTIVITIES:
Work may require heavy lifting (up to 65 pounds), stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical or biological agents. Employee use of personal protective equipment (PPE) is required for some situations. PPE includes but is not limited to head, foot, torso, respiratory, vision, and hearing protective devices. Must comply with all Fire and Safety Regulations and Camp policies.
Qualifications
MINIMUM QUALIFICATIONS:
Education/Certifications: One year related experience may be substituted for one year of education, if degree is required.
High School Diploma.
College degree or equivalent experience
Must be a U.S. Citizen
Must maintain a valid Secret clearance
Meets requirements outlined in AR 25-2 for privileged access (IAT-I) to ISs
Certification IAW DoD 8570.1-M. (Ex…CompTIA Security+ and MSCA, MCSE, MCITP, or Server+)
Capable of effectively communicating technical information in English, both written and verbal
Experience:
In addition to excellent oral and written communications skills, the ideal candidate should have the ability to provide technical software, hardware, and network problem resolution, make independent decisions by performing question/problem diagnosis in a Help Desk environment. Ability to document, research, identify, and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.
- Basic understanding of help desk support
- Three years related experience.
- Strong customer service experience
- Handle technical and escalations and sensitive situations.
Skills:
DoD Information Assurance Awareness Training (https://ia.gordon.army.mil/dodiaa/)
Fort Gordon Information Assurance Security Officer (IASO) Training (https://ia.gordon.army.mil/iaso/)
Security+ and Microsoft MCP, MCTS, CCNA, or MCIT is required IAW DoD 8570.1-M. Applicant must be baseline & CE certified prior to hire in accordance with DoD 8570.1-M.
SUPERVISION:
None.
Primary Location: Kuwait
Job: Information Technology
Clearance Level required at Start Date: Secret
Travel: Yes, 10 % of the Time
Work Status: Full-time
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
CONTACT ..https://ia.gordon.army.mil/dodiaa/)
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