Information Technology Support

This position requires an active Secret clearance.

The contractor shall provide Tier Two support for WADS IT requests and resolve technology

issues in an expedient manner. WADS requires support for approximately for approximately 300 Network Users, 300 NIPR/SIPR workstations, 100 VoiP and VoSiP phones and 4 printers.

Compensation & Benefits:

Estimated Starting Salary Range for Information Technology Support: 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 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 WADS management and the COR no later than seven days of the event or issue.
• Establish and maintain data in the WADS 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.
• This position will support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements.
  • This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes.
  • AFFOR CSTs shall review user paperwork to 100% accuracy and submit to WADS 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 WADS representatives within 12 hours, if applicable.
• Report to the WADS representative weekly, as specified by the government, on all performance expectations.
• Provide first-look capability for cryptographic equipment items. Contractor shall be able to perform operator functions on data encryption devices to include several models of KG and KIV units and secure voice systems to include STE, vIPer, DRSN, SVoIP and ECVoIP devices.
• Perform first-look maintenance activities on information systems. If unable to correct computer or network problems, coordinate with the help desk for further assistance. Support Air Defense System Integrator (ADSI), Joint Range Extension (JRE), Global Command & Control Systems, BCS-F and CBC2 systems and other mission systems as required.
• Provide user support and first-look capability for the A/V and Secure Video Teleconferencing Capacity (VTC) systems at WADS.
• 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 30 days after creation.
  • Escalate, within 24 hours, all tickets that will breach 30 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 50% 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 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 providing IT support, addressing user inquiries, troubleshooting hardware and software issues, and ensuring smooth operation of IT systems.
• Technical Support Experience: Hands-on experience in diagnosing and resolving IT-related problems, installing software, and providing technical assistance to end-users.
• Strong technical skills in computer systems, networks, software applications, and troubleshooting methodologies.
• Excellent customer service skills to effectively communicate with end-users, understand their IT needs, and provide timely solutions.
• Ability to analyze and solve IT issues efficiently, employing critical thinking and problem-solving skills.
• Clear and concise communication skills to convey technical information to non-technical users and collaborate with IT teams.
• Capacity to adapt to evolving technologies, software applications, and IT support practices.
• Ability to work collaboratively with other IT professionals to resolve complex issues and contribute to the overall efficiency of the IT infrastructure.
• Effective time management skills to prioritize and respond to IT support requests in a timely manner.
• 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.

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

Similar searchable job titles:

• IT Support Specialist
• Technical Support Analyst
• Helpdesk Technician
• Desktop Support Engineer
• IT Service Desk Analyst

Keywords:

• Technical Support
• IT Helpdesk
• Troubleshooting
• Customer Service
• IT Systems

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.