Help Desk Support Specialist, Sr / Production Systems Operations Cell (PSOC)

Location: Springfield, VA
Education and Experience Required:
Requires a Bachelor's degree in Engineering, Computer Science, or a related field and at least ten (10) years of experience. Four (4) years of related experience may be substituted for a degree.

Clearance Required:
Must be a U.S. Citizen and possess a current and active Top Secret clearance with SCI access and CI Polygraph granted by the Department of Defense or an Intelligence Community agency

Job Location:
Springfield, VA (NGA New Campus East-NCE) or St. Louis, MO (NGA New Campus West-NCW)

Background:
A Federal Services information technology (IT) customer requires support of the enterprise IT environment. Under this contract, Assured Consulting provides direct assistance to the customer in IT services ranging from process engineering to systems administration with a core focus on customer engagement and satisfaction resulting in expedited throughput and deployment of mission based assets and services. 

Assured Consulting Solutions is seeking a highly motivated Senior Help Desk Support Specialist. Job responsibilities will include, but are not limited to:
  • Responsible for providing technical assistance and support related to computer systems, hardware, or software
  • Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
  • Writes training manuals and trains computer users
  • Responds to email or chat messages for customers seeking help
  • Asks questions to determine nature of problem
  • Walks customers through problem-solving process
  • Runs diagnostic programs to resolve problems
  • Follows up with customers to ensure issue has been resolved
  • Gains feedback from customers about system usage
  • Runs reports to determine malfunctions that continue to occur
  • Monitor all supported production sites and any other assigned GEOINT services/applications 24x7x365 using NGA-approved monitoring tools
  • Monitors the status of imagery ingestion, exportation, and backlogs at all production sites and a subset of NGA libraries
  • Monitors the status of GEOINT discovery and presentation services
  • Monitors the NGA-approved tools for critical server error notifications at production sites, determine which process or threshold generated the error, and coordinate with local production site O&S personnel to resolve problems detected during core business hours
  • Responds to phone calls requesting production systems support and attempt to resolve the issue during the initial call
  • Creates, monitors, and updates trouble tickets in the NGA-approved ITSM system for problems identified directly by users or discovered through PSOC monitoring
  • Coordinates all vendor maintenance support for issues that cannot be resolved by Tier 2 PSOC support staff
  • Coordinates with other service providers (e.g., ITEMS, IC EMT, C2S, GovCloud) as necessary to resolve production system issues
  • Uses NGA-approved dashboard tools to provide continuous production systems status information and operational awareness to ESC leadership
  • Prepares materials and perform the verbal briefings at daily production status meetings and provide monthly metrics and trend analysis reports on production system incidents, ticket status, and downtime
 
Job Requirements:
  • DoD 8570 Compliance IAT II (GSEC, Security+ CE, SSCP, CCNA-Security) with the appropriate computing environment certification(s) for tools and devices supported
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