What are the responsibilities and job description for the Communications Focal Point Technician position at Crystal Management | CMIT?
Description
The Communication Focal Point Technician is responsible for answering calls, reviewing incidents in the ticketing system, and determining where a ticket should be routed. The position provides customers and enterprise teams with rapid and accurate data, answers, and information. Experience in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.
Responsibilities
- Work with outside agencies to ensure local level compliance with required tasks.
- Work with local leadership and contacts to identify and report local issues to outside agencies.
- Routine checks of projects and tasks to ensure deadline compliance.
- Work with other Tier 1, Tier II, and Tier III Support staff to ensure proper hand-off of tickets for prompt resolution and escalation if needed.
- Create, update, and route Enterprise provided information to local Kirtland AFB contacts.
- Create, update, route, and close help desk tickets in the Air Force Remedy ITSM
- Create and maintains process documentation and standard operating procedures.
- Create, maintain, record, and archive documentation in accordance with documented program guidance.
- Perform project and task management duties such as reviewing, disseminating, following up on, and documenting enterprise orders, requests, or requirements.
Qualifications
Education/Experience Required
- Minimum DoD 8570 IAT Level I (A CE, CCNA-Security, CND, Network CE, or SSCP) certification required
- Must possess a valid state driver's license and be capable of operating a motor vehicle.
Qualifications Required
- Requires an IT background in assisting customers and technicians with understanding technical requirements, troubleshooting, and resolving problems. Must have the ability to interface well with customers at various levels of a military organization.
- Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable.
- Prior experience in a government consulting services environment is preferred.
- Familiarity with Windows Operating systems and the Microsoft Office Suite
- Familiarity with creating/updating tickets in the Air Force Remedy ITSM preferred.
- Familiarity with the configuration and operational support of Apple iOS and other wireless broadband device types.
- Familiarity with active directory Account Permissions/Provisioning
- Experience in computer hardware support, troubleshooting, and imaging of classified and unclassified systems.
- Ability to learn and support new software.
- Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
- Experience navigating Active Directory and reviewing AD user objects for issues and completeness is a plus.
- Experience in organizing and coordinating user appointments.
Clearance Required
- DoD Secret clearance is required, or the ability to obtain a DoD Interim Secret clearance.
Crystal Management, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.