TPC - Information Technology (IT) Support Specialist

BlueForce, Inc. is seeking for Information Technology (IT) Support Specialists to provide professional services and subject matter expertise, CONUS and OCONUS, in support of the US Department of State (DoS) Bureau of International Narcotics and Law Enforcement Affairs (INL) Program.

If you want to be considered for this opportunity, please apply to the labor category that best matches your profile and expertise. Our recruiting team will be happy to contact you and keep you informed of this upcoming project.

**Job opportunities, duties, responsibilities, and qualifications are subject to change based on specific task orders that will be published in upcoming months**

Duties and Responsibilities

• Provide customer support for a variety of problems with hardware, software, and peripherals used for INL-specific systems.
• Assist users with software questions.
• Install and configure hardware, operating systems, and software; identify, implement, and maintain appropriate IT security measures, software patches, and upgrades; troubleshoot and correct software and hardware failures; develop and maintain appropriate documentation; and provide appropriate user training.
• Assist in evaluating the technical capabilities, capacity, and relative cost of IT equipment, and make recommendations for the acquisition of new/replacement equipment, or for revising configurations of existing equipment.
• Assist in planning, prioritizing, and coordinating processes for IT hardware and software upgrades and repairs.
• Provide customer (end user) support to IT users branch-wide; help develop customer support policies, procedures, and standards.
• Demonstrate strong communication, presentation, and customer service skills and abilities.
• Assist in hardware and/or software asset management; including but not limited to: coordinating with vendors for the acquisition of equipment, documenting receipt of assets, delivery of assets, maintaining current inventory documentation of all IT related hardware, and completing excess procedures for the disposal of outdated hardware assets.
• Assist in configuration, delivery, and user training for telecommunications equipment including Department of State issued Blackberries and FOB’s; serve as point of contact for service inquiries concerning these products.

Qualifications

• For a position in the U.S., candidate must be a U.S. Citizen or legal U.S. resident. Secret, Top Secret, or public trust certification will be required.
• For a position outside the U.S., any citizenship (U.S., Third Country National (TCN), and Local National (LN)) is allowable. Security clearance or public trust certification will be required for US nationals and RSO vetting for TCN and LN.

**Please note that depending on years of experience in relevant field, there are four (4) labor categories available.**

Level 1

• Associate’s degree from an accredited institution.
• Zero (0) to two (2) years of experience in relevant field.
• Demonstrated ability to problem-solve, generate alternative courses of action, and make recommendations.
• Demonstrated experience utilizing  interpersonal and customer service skills.
• Demonstrated experience with, and thorough knowledge of, operating system, microcomputers and their peripherals when connected to a LAN, performing migrations to new environments and implementation of new methodologies.
• Effective utilization of a Help Desk ticketing system.
• Customer problem escalation and resolution process.
• Development of user procedure documentation and training users on basic computer usage.

Level 2

• Associate’s degree from an accredited institution.
• Two (2) to eight (8) years of experience in relevant field.
• Demonstrated ability to problem-solve, generate alternative courses of action, and make recommendations.
• Minimum of two (2) years of experience utilizing  interpersonal and customer service skills.
• Minimum of two (2) years of experience with, and thorough knowledge of, operating system, microcomputers and their peripherals when connected to a LAN, performing migrations to new environments and implementation of new methodologies.
• Effective utilization of a Help Desk ticketing system.
• Customer problem escalation and resolution process.
• Development of user procedure documentation and training users on basic computer usage.

Level 3

• Bachelor’s degree from an accredited institution.
• A minimum of ten (10) experience in relevant field.
• Demonstrated ability to problem-solve, generate alternative courses of action, and make recommendations.
• Minimum of five (5) years’ experience utilizing  interpersonal and customer service skills;
• Minimum of five (5) years’ experience with, and thorough knowledge of, operating system, microcomputers and their peripherals when connected to a LAN, performing migrations to new environments and implementation of new methodologies.
• Effective utilization of a Help Desk ticketing system.
• Customer problem escalation and resolution process.
• Development of user procedure documentation and training users on basic computer usage.

Level 4

• Bachelor’s degree from an accredited institution.
• A minimum of twelve (12) years of experience in relevant field.
• Demonstrated ability to problem-solve, generate alternative courses of action, and make recommendations.
• Minimum of seven (7) years of experience utilizing  interpersonal and customer service skills.
• Minimum of seven (7) years of experience with, and thorough knowledge of, operating system, microcomputers and their peripherals when connected to a LAN, performing migrations to new environments and implementation of new methodologies.
• Effective utilization of a Help Desk ticketing system.
• Customer problem escalation and resolution process.
• Development of user procedure documentation and training users on basic computer usage.