Staff Information Technology Support
4.
0 6 hours ago Full Job Description Position:
Staff Information Technology Support Location:
USFFC Norfolk, VA 23551 Req:
2023.
7.
5.
22.
02.
26 Salary:
Competitive Clearance:
Must have a Secret Clearance Task Description:
a.
Interface with Staff Information Assurance System Security Officers (ISSO) as necessary to support required IT Services, both at Staff Headquarters and via remote connectivity b.
Interface with government telephone service providers to provide office phone service to the staff to include setup/issuing, maintenance and troubleshooting/repair of phones.
This includes timely processing of telephone service requests for both day-to-day issued as well as in support of staff relocation.
c.
Interface with commercial telephone service providers to provide cellular phone service to the staff to include setup/issuing, maintenance and troubleshooting/repair of phones.
This includes maintaining an accurate accountability of all phones, maintaining the approved number of spare phones ready for immediate/emergency use and the timely resolution of phone service/equipment problems.
Report inventory results to IT Services Support Supervisor at least monthly.
d.
Interface with commercial telephone service providers to provide voice/data service to the staff to include setup/issuing, maintenance and troubleshooting/repair of devices.
This includes maintaining an accurate accountability of all devices, maintaining the approved number of spare devices ready for immediate/emergency use and the timely resolution of service/equipment problems.
Additionally, ensure associated NMCI (NGEN) services are on order to provide required connectivity.
Report inventory results to IT Services Support Supervisor at least monthly.
e.
Interface with commercial telephone service providers to provide wireless service (i.
e.
WiFi) to the staff to include setup/issuing, maintenance and troubleshooting/repair of devices.
This includes maintaining an accurate accountability of all devices, maintaining the approved number of spare devices ready for immediate/emergency use and the timely resolution of service/equipment problems.
Additionally, ensure associated NMCI (NGEN) services are on order to provide required connectivity.
Report inventory results to IT Services Support Supervisor at least monthly.
f.
Maintain an accurate accountability of all Common Access Card (CAC) Reader devices.
Maintain the approved number of spare devices ready for immediate/emergency use and the timely resolution of service/equipment problems.
Report inventory results to IT Services Support Supervisor at least monthly.
Provide CPR support as required.
g.
Maintain an accurate accountability of all network peripheral devices (i.
e.
printers, scanners, copiers, fax machines and multifunction devices).
Interface with the staff and providers of all devices to ensure required capabilities/performance standards are met.
Facilitate the connection of all peripheral devices to the appropriate network and provide technical support to include liaison with the device provider and NMCI (NGEN).
Report any problems to the IT Services Support Supervisor in a timely manner (usually with 48 hours) with proposed resolution.
Report inventory results to IT Services Support Supervisor at least quarterly.
h.
Participate in regularly scheduled and ad hoc meetings to discuss upcoming and current projects/tasks/requirements/etc.
i.
Facilitate the check-in of staff personnel through the validation of NMCI (NGEN) access/authorization, NMCI (NGEN) account and associated services.
j.
Liaison with NMCI (NGEN) Help Desk, Field Delivery Services and other support organizations to resolve staff issues/problems in a timely manner.
k.
Participate in periodic NMCI (NGEN) training sessions and coordination meetings.
l.
Support the IT/NMCI (NGEN) Service/Support Lead in the execution of their assigned responsibilities/tasks.
m.
Responsible for accountability, control, verification and issuance of military identification (ID) cards, and CAC for active duty military, reserve and national guard members, and other eligible recipients.
n.
Register, process, and maintain the DEERS/RAPIDS information as part of a Verifying Official's responsibilities.
o.
Perform all ID card and CAC issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in the RAPIDS Training Guide.
p.
When applicable and as deemed appropriate by the Government, DEERS/RAPIDS CAC Operators shall adhere to the guidelines set forth for by the Site Security Manager (SSM).
q.
Initial, dedicated contact point to provide support for non-NMCI computer and computer network failures and related break fix tasking as a priority in support of, and not limited to Tactical systems, Video Teleconferencing (VTC), Chat, Portals, Databases and Web services.
r.
Tier I Help Desk support is to gather the customer's information, system information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.
Identify what the customer is trying to accomplish.
Attempt to solve a problem, instead of a symptom.
Sort through the possible solutions available.
s.
Man and answer phone service during normal business hours.
t.
Maintain a USFF Share Point Portal for logging and recording help desk tickets from start to finish.
Acknowledge ticket receipt within 30 minutes.
Respond and update ticket status in 4 hours.
Close tickets with concurrence of issuer u.
Help Desk at this level should have a basic to general understanding of the systems involved and be able to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
v.
Actively monitor of network components and network health for a proactive repair response.
w.
The Help Desk will identify escalated issues and assign them accordingly to the appropriate Tier 2 or Tier 3 resource.
Track escalation on customer's behalf.
Monitor status and progress of work Explain goals and objectives to customer as needed x.
Provide status to the department chain of command (C.
o.
C).
Qualification:
a.
Education High School b.
Experience Minimum 2 years of experience working in NMCI (NGEN) environment to include expertise in NMCI (NGEN) Enterprise Tool (NET) and NMCI (NGEN) eMarketPlace (eMp) and being exceptionally knowledgeable with NMCI (NGEN) Contract Line Item Numbers (CLIN) and services; Minimum 2 years of experience with connecting peripheral devices (i.
e.
printers, scanners, copiers, fax machines and multifunction devices) to the NMCI (NGEN) network.
Minimum 3 years of experience working in telephone services environment to include expertise in government processes concerning telephone service requests and a working knowledge of commercial cellular phones, and wireless devices.
c.
Certification:
None d.
Security Clearance:
Must have an active secret clearance All candidates selected will be subject to a background security investigation and must meet all eligibility requirements for access to classified information Selected candidates must be able to obtain a SECRET CLEARANCE.
All candidates selected will be subject to a security background investigation.
Please visit our website, www.
prosoft-eng.
com, for all up to date listings of all Open and Available Positions.
All candidates selected will be subject to a background security investigation and must meet all eligibility requirements for access to classified information.
EEOC Information:
The recruitment, testing and hiring of all personnel will be without discrimination against any individual with regard to race, color, religion, gender, national origin, gender identity, disability, or protected veteran status.
Attempts will be made to contact known sources of minority and women potential applicants so as to maximize the participation of such applicants.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
0 6 hours ago Full Job Description Position:
Staff Information Technology Support Location:
USFFC Norfolk, VA 23551 Req:
2023.
7.
5.
22.
02.
26 Salary:
Competitive Clearance:
Must have a Secret Clearance Task Description:
a.
Interface with Staff Information Assurance System Security Officers (ISSO) as necessary to support required IT Services, both at Staff Headquarters and via remote connectivity b.
Interface with government telephone service providers to provide office phone service to the staff to include setup/issuing, maintenance and troubleshooting/repair of phones.
This includes timely processing of telephone service requests for both day-to-day issued as well as in support of staff relocation.
c.
Interface with commercial telephone service providers to provide cellular phone service to the staff to include setup/issuing, maintenance and troubleshooting/repair of phones.
This includes maintaining an accurate accountability of all phones, maintaining the approved number of spare phones ready for immediate/emergency use and the timely resolution of phone service/equipment problems.
Report inventory results to IT Services Support Supervisor at least monthly.
d.
Interface with commercial telephone service providers to provide voice/data service to the staff to include setup/issuing, maintenance and troubleshooting/repair of devices.
This includes maintaining an accurate accountability of all devices, maintaining the approved number of spare devices ready for immediate/emergency use and the timely resolution of service/equipment problems.
Additionally, ensure associated NMCI (NGEN) services are on order to provide required connectivity.
Report inventory results to IT Services Support Supervisor at least monthly.
e.
Interface with commercial telephone service providers to provide wireless service (i.
e.
WiFi) to the staff to include setup/issuing, maintenance and troubleshooting/repair of devices.
This includes maintaining an accurate accountability of all devices, maintaining the approved number of spare devices ready for immediate/emergency use and the timely resolution of service/equipment problems.
Additionally, ensure associated NMCI (NGEN) services are on order to provide required connectivity.
Report inventory results to IT Services Support Supervisor at least monthly.
f.
Maintain an accurate accountability of all Common Access Card (CAC) Reader devices.
Maintain the approved number of spare devices ready for immediate/emergency use and the timely resolution of service/equipment problems.
Report inventory results to IT Services Support Supervisor at least monthly.
Provide CPR support as required.
g.
Maintain an accurate accountability of all network peripheral devices (i.
e.
printers, scanners, copiers, fax machines and multifunction devices).
Interface with the staff and providers of all devices to ensure required capabilities/performance standards are met.
Facilitate the connection of all peripheral devices to the appropriate network and provide technical support to include liaison with the device provider and NMCI (NGEN).
Report any problems to the IT Services Support Supervisor in a timely manner (usually with 48 hours) with proposed resolution.
Report inventory results to IT Services Support Supervisor at least quarterly.
h.
Participate in regularly scheduled and ad hoc meetings to discuss upcoming and current projects/tasks/requirements/etc.
i.
Facilitate the check-in of staff personnel through the validation of NMCI (NGEN) access/authorization, NMCI (NGEN) account and associated services.
j.
Liaison with NMCI (NGEN) Help Desk, Field Delivery Services and other support organizations to resolve staff issues/problems in a timely manner.
k.
Participate in periodic NMCI (NGEN) training sessions and coordination meetings.
l.
Support the IT/NMCI (NGEN) Service/Support Lead in the execution of their assigned responsibilities/tasks.
m.
Responsible for accountability, control, verification and issuance of military identification (ID) cards, and CAC for active duty military, reserve and national guard members, and other eligible recipients.
n.
Register, process, and maintain the DEERS/RAPIDS information as part of a Verifying Official's responsibilities.
o.
Perform all ID card and CAC issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in the RAPIDS Training Guide.
p.
When applicable and as deemed appropriate by the Government, DEERS/RAPIDS CAC Operators shall adhere to the guidelines set forth for by the Site Security Manager (SSM).
q.
Initial, dedicated contact point to provide support for non-NMCI computer and computer network failures and related break fix tasking as a priority in support of, and not limited to Tactical systems, Video Teleconferencing (VTC), Chat, Portals, Databases and Web services.
r.
Tier I Help Desk support is to gather the customer's information, system information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.
Identify what the customer is trying to accomplish.
Attempt to solve a problem, instead of a symptom.
Sort through the possible solutions available.
s.
Man and answer phone service during normal business hours.
t.
Maintain a USFF Share Point Portal for logging and recording help desk tickets from start to finish.
Acknowledge ticket receipt within 30 minutes.
Respond and update ticket status in 4 hours.
Close tickets with concurrence of issuer u.
Help Desk at this level should have a basic to general understanding of the systems involved and be able to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
v.
Actively monitor of network components and network health for a proactive repair response.
w.
The Help Desk will identify escalated issues and assign them accordingly to the appropriate Tier 2 or Tier 3 resource.
Track escalation on customer's behalf.
Monitor status and progress of work Explain goals and objectives to customer as needed x.
Provide status to the department chain of command (C.
o.
C).
Qualification:
a.
Education High School b.
Experience Minimum 2 years of experience working in NMCI (NGEN) environment to include expertise in NMCI (NGEN) Enterprise Tool (NET) and NMCI (NGEN) eMarketPlace (eMp) and being exceptionally knowledgeable with NMCI (NGEN) Contract Line Item Numbers (CLIN) and services; Minimum 2 years of experience with connecting peripheral devices (i.
e.
printers, scanners, copiers, fax machines and multifunction devices) to the NMCI (NGEN) network.
Minimum 3 years of experience working in telephone services environment to include expertise in government processes concerning telephone service requests and a working knowledge of commercial cellular phones, and wireless devices.
c.
Certification:
None d.
Security Clearance:
Must have an active secret clearance All candidates selected will be subject to a background security investigation and must meet all eligibility requirements for access to classified information Selected candidates must be able to obtain a SECRET CLEARANCE.
All candidates selected will be subject to a security background investigation.
Please visit our website, www.
prosoft-eng.
com, for all up to date listings of all Open and Available Positions.
All candidates selected will be subject to a background security investigation and must meet all eligibility requirements for access to classified information.
EEOC Information:
The recruitment, testing and hiring of all personnel will be without discrimination against any individual with regard to race, color, religion, gender, national origin, gender identity, disability, or protected veteran status.
Attempts will be made to contact known sources of minority and women potential applicants so as to maximize the participation of such applicants.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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