Responsibilities

Highlights of Responsibilities

In fulfillment of the primary duty described above, and in performance of PWS Section 6.14.12 task requirements, the candidateis responsible for:

• Providing IT Help Desk support using the ITIL IT Service Management (ITSM) model during OMC business hours.

• Providing IT support services and call triage including First Call Resolution and Impact and Priority Based Incident Categorization.

• Providingtimelycustomer feedback,monitoringand updating assigned ticket status, and ensuring warm hand-off and escalation.

• Maintaining a professional appearance and demeanor during duty hours, official travel, and when working with the user community.

• Providing O&M support for OMC desktop, laptop, and tablet information systems.

• Imaging information systems using the Government-provided operating system image.

• Providing onboarding and provisioning of new accounts and deprecation for usersdepartingthe organization.

• Submittingtickets for all reported incidents, work orders, and service requests.

• Providing surge support to NSGB for OMC usersparticipatingin court hearings, trial activities, and other events asrequired.

• Providing VTC support for scheduling, call setup, testing, and troubleshooting measures.

• Facilitating mapping and troubleshooting of user access to shared network resources.

• Supporting computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.

• Supporting software requests, installation, and troubleshooting IAW established policies and procedures.

• Supporting mobile device requests, issuance, accountability, and troubleshooting.

• Documenting all support activities and resolutions accurately in the ServiceNow ticketing system.

• Additionalduties as assigned.

Qualifications

Requirements

• Active TS/SCI security clearance at time of award.

• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to diagnose and resolve complex OMC IT problems across TS/SCI environments without continuous direct supervision.

• Working knowledge of enterprise endpoint computing, ITIL ITSM practices, VTC operations, and TS/SCI classified network environments.

• Strong customer service orientation withdemonstratedexperience in mission-critical or classified IT support environments.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Good written, oral, and interpersonal communication skills; ability to present ideas in business-friendly and user-friendly language.

• Ability to conduct research into PC and software issues and products asrequired.

• Highly self-motivated and directed; capable of operating with minimal supervision.

• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.

• Team-oriented and skilled in working within a collaborative environment.

Education and Experience

• Required Education: Bachelor27s Degree in IT, Computer Science, or related field; or equivalent combination of vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree.

• Required Experience: 5 or more years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or classified network administration.

• Prior experience supporting a DoD or J6 or OMC customer environment is strongly preferred.

• Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician.

• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator.

Physical Requirements

The essential physical functions below are incidental to the primary duties of this position and are performed in furtherance of the responsibilities describedherein:

• Ability to sit and stand for extended periods in a professional office or secure facility environment.

• Ability to ambulate throughout office buildings and secure facilities.

• Ability to stoop, kneel, crouch, or crawl asrequiredto access equipment in confined spaces.

• Abilityto repeatedlylift and carry equipment up to 50 pounds.