Description of Task to be Performed:
· The Service Desk Officer is a Network Operations Center Watch Administrator position is in support of a Government Solutions customer in the Northern Virginia area.
· Work is technical in nature providing Tier 1 support a telephone and trouble ticket-oriented Service Desk in support of a customer’s mission-oriented IT infrastructure.
· The Service Desk Off icer monitors Network and Server Infrastructure, performs initial troubleshooting on LAN & WAN data telecommunications equipment plus the supporting applications and services.
· This requires Tier 1 troubleshooting and problem solving using on-the-job experience, documentation, knowledge bases, and deployed network and IT management tools.
· Candidate will serve as liaison between the end users / customers and senior technical staff if problems are escalated.
· The Service Desk Officer processes routine customer work orders such as adding routes and adding system accounts.
You will be part of a team that may need work schedule flexibility in support team providing on-site coverage of 5-day x 12 hours/day operations.
Work will be performed on-site; no teleworking or hybrid work available.
Required Qualifications:
- Experience:
- Education requirements are flexible depending on experience.
- The following skills / prerequisites are required:
- Excellent verbal (Phone customer interaction skills) and written communication skills.
- Experience with general information technology.
- Willingness to work in Northern Virginia (west of Tysons Corner up to and including Dulles Airport Vicinity)
- Ability to work both as part of a team and independently.
- Must be 8570 compliant (IAT Level 2) by date of security indoctrination with any necessary Computing Environment (CE) for certification
- Technical Requirements:
- Working knowledge of:
- Linux (ability to issues commands and write small scripts)
- Active Directory (ability to manage users - create, modify, apply Advanced Windows commands Basic understanding of network infrastructure, concepts, and troubleshooting (e.g.: LAN/WAN, IPs, pinging, etc)
- The ability to use Office 365 to create reports and spreadsheets
- Certification:
- 8570 Compliance (IAT Level II)
- 8570 Compliance (IAT Level II) approved baseline certifications:
- Security+ CE (preferred)
- CCNA-Security
- CySA+
- GICSP
- GSEC
- CND
- SSCP
- Clearance:
- Minimum: TS/SCI, will sponsor CI Poly if minimum requirements met
- Preferred: TS/SCI (crossover eligible) with CI Poly
Preferred Qualifications:
- Experience with WAN / LAN / Networking Technologies
- Experience with MS Windows, Linux or Solaris Administration
- Experience with LAN Cabling (CAT5, Fiber, Ethernet etc.)
- Experience using SolarWinds or other IT Management system
- Experience using ServiceNow or other ticket-tracking system
- Desired Experience with one or more of the following:
- DoD or Intelligence Community service - Experience working with Defense Intelligence Agency (DIA)
- Experience installing, managing, and updating applications and services hosted on Linux servers
- Experience working with cross domain solutions
