Responsibilities & QualificationsRESPONSIBILITIES
- Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.
- Serves as the Tier 2 point of contact for troubleshooting hardware/software PC and printer problems.
- Manages a queue of open incident and request tickets, prioritizing based on impact and urgency to fulfill or restore service within performance requirements.
- Oversee teams responsible for executing core IT functions, including desktop support, technology refresh initiatives, mobile device management, and routine device fulfillment in support of a user base exceeding 3,000 personnel.
- Guide a team of eight IT professionals, fostering a culture of excellence in customer service while ensuring program service levels are met.
- Apply proven troubleshooting techniques to diagnose and restore functionality for desktops, laptops, network services, and printers in a live production environment.
- Escalate unresolved issues to the Operations Manager and Site Lead for further resolution.
- Act independently on complex assignments and collaborate with other IT professionals as needed.
- Manage a rigorous security process for classified assets across the field ops team including classified asset movement, storage, inventory, destruction and team training.
- Track and coordinate desktops and laptops timelines for connection to the network.
- Audit tickets for all field ops queues for completion of ticket notes in alignment with program requirements and perform training for the team for shortcomings.
- Drive the creation of standard operating procedures for tech refresh, routine requirements, and desktop support.Interface with broader program teams for support and escalation as needed.
- Coordinate large office standups as a primary field operations interface with the customer on timelines, deliveries, assets counts, and install expectations
REQUIRED QUALIFICATIONS
- Possesses an active DoD Secret security clearance or higher.
- Possesses an active DoD 8570 IAT II certification (ex. Security+).
- 5 years of experience which of at least 3 years of specialized experience including knnowldege of PC operations systems, e.g., DOS, Windows, as well as networking and mail standards and work on a field operations team.
- General experience includes information systems development and other work in the client/server field, or related fields.
- Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
- Minimum Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics or business/finance or an applicable training certificate from an accredited training institution.
- Education and experience requirements may be substituted with:1. A bachelor’s degree (in subjects described above) and four years general experience of which at least two years must be specialized experience. 2.No degree and eight years general experience of which at least six years is specialized experience.
- Ability to communicate inventory levels and assets that are required to fill tickets for program level prioritization of assets.
- Be familiar with remote support tools such as Remote Desktop and BEL Manage.Submit incidents and service requests using Remedy and ServiceNow.
Overview
We are seeking Desktop Support for the AFNCR IT Services program.
The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Additional Job Information
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Location: Joint Base Anacostia-Bolling (JBAB), DC
- Type of environment: Office
- Noise level: Medium
- Work schedule: Schedule is day shift Monday 6 Friday. May be requested to work evenings and weekends to meet program and contract needs.
- Amount of Travel: less than 10%
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
WORK AUTHORIZATION/SECURITY CLEARANCE
- U.S.Citizenship
- Clearance requirement: Active Secret
WAGE INFORMATION
Target salary range: $75,000 - $95,000 The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual 6s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.
OTHER INFORMATION
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.
Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements.
