Information Technology Support - 101 ACOMS

This position requires an active Secret clearance.

The Information Technology Support - 101 ACOMS shall provide Tier Two support for the 101 ACOMS IT requests and resolve technology issues in an expedient manner. This capability shall provide support to 1 AF Executive Communications (EXEC COMMS) and the 601 AOC. The EXEC COMMS section provides IT Support to fifty (50) Senior 1 AF personnel. The 601 AOC requires support for approximately for approximately 100 NIPR/SIPR workstations, 20 printers, 100 VoiP/VoSiP phones and 60 mobile devices.

Compensation & Benefits:

Estimated Starting Salary Range for Information Technology Support - 101 ACOMS: Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K, and other possible benefits as provided. Benefits are subject to change with or without notice.

Information Technology Support - 101 ACOMS Responsibilities Include:

• Take full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request.
• Assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process.
• As with any IT operations, changes to operations should be expected. As such, the Information Technology Support shall support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.
• Follow-up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction.
• Work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to 1 AF/A6 management and the COR no later than seven days of the event or issue.
• Establish and maintain data in the 1 AF/A6 error tracking database daily; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.
• Engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users.
• Ensure 100% non-IT requests are properly routed to appropriate support organizations.
• Support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements.
• Account sponsorship to initiate new user documentation, training, access, and orientation processes.
• Review user paperwork to 100% accuracy and submit to 101 ACOMS CFP for creation within 48 hours of initiation of new user documentation.
• Provide a full range of hands-on IT-related support functions.
• Responsible for on-site support of computing devices (desktops, laptops, printers, etc.) and associated software.
• Configure, install, and troubleshoot approved laptops, desktops, printers, network- connected copiers, scanners, and other office IT equipment.
• Configure, install, and troubleshoot approved software elements including the operating system (OS). IAW government regulations.
• Maintain and upgrade software elements, including the OS. IAW government regulations.
• Troubleshoot software and hardware issues.
• Troubleshoot configuration problems.
• Assist users with application usage questions and concerns.
• Escalate hardware repair/replacement issues to 1 AF/A6 representatives within 12 hours, if applicable.
• Report to the 101 ACOMS representative weekly, as specified by the government, on all performance expectations.
• Maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations.
• The contractor shall meet these performance expectations:
  • Route and/or assign trouble tickets within 24 hours the next business day.
  • Complete assigned incident tickets no later than 15 days after creation.
  • Escalate, within 24 hours, all tickets that will breach 15 days from creation.
  • Ensure no more than 15% of all incident tickets in the backlog are more than 30 days old unless coordinated and approved by the Government.
  • Be able to resolve 75% of issues during the initial engagement with users.
  • Follow-up with users within 72 hours of issue closure.
• Performs other job-related duties as assigned.

Information Technology Support - 101 ACOMS Experience, Education, Skills, Abilities requested:

• A minimum of 3 to 5 years of experience with installing and upgrading network infrastructure, software, security patches, and equipment via the use of management tools, i.e., Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM) and Active Directory Users and Computers (ADUC).
• Must be compliant with Department of Defense (DoD) Directive 8410 "Information Assurance Training (IAT), Certification, and Workforce Management," IAT Level II requirements to obtain privileged network access.
• Previous experience in IT support, help desk, or a related role is often preferred. This could include troubleshooting hardware and software issues, providing technical assistance, and resolving user problems.
• Strong customer service skills are crucial in IT support. Experience in dealing with end-users, understanding their issues, and providing solutions is highly valued.
• A knack for problem-solving is essential. IT support professionals often encounter diverse issues, and the ability to diagnose and resolve problems efficiently is key.
• Certifications such as CompTIA A , CompTIA Network , or Microsoft Certified: IT Support Professional are often preferred.
• Strong knowledge of computer systems, hardware, and software. Familiarity with various operating systems (Windows, macOS, Linux) is often required.
• Ability to diagnose and resolve technical issues efficiently, whether they are related to hardware, software, or network problems.
• Clear and effective communication is crucial in explaining technical issues to non-technical users and providing step-by-step instructions.
• A strong commitment to providing excellent customer service and ensuring end-users can effectively use technology to perform their tasks.
• The IT landscape is constantly evolving, and the ability to adapt to new technologies and updates is important.
• Working collaboratively with other IT professionals and departments to solve complex issues and contribute to the overall IT infrastructure.
• Managing and prioritizing multiple support requests to ensure timely resolution and minimize downtime for users.
• Keeping accurate records of support requests, resolutions, and maintaining documentation for troubleshooting procedures.
• Must pass pre-employment qualifications of Cherokee Federal

Company Information:

Cherokee Nation Defense Solutions (CNDS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNDS, visit cherokee-federal.com.

#CherokeeFederal #LI

Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Similar searchable job titles:

• Technical Support Specialist
• Help Desk Analyst
• Desktop Support Technician
• IT Service Desk Coordinator
• Systems Support Engineer

Keywords:

• Technical Support
• Troubleshooting
• Customer Service
• IT Skills
• Communication

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

Please Note: This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this future and anticipated need.

As required by our governmental client, this position requires being a US Citizen AND an active Secret clearance.