Current and Active Top Secret SCI with Polygraph required.
Knowledge of Thin Client and Virtual Desktop Infrastructure (VDI) technology.
Experience with Windows 10/11, Citrix, SMS, and SCCM|MECM.
Strong troubleshooting and communication skills.
BA/BS degree or equivalent experience required.
A+, N+, Security +, or other DoD 8570.01M certifications preferred.
3-5 years of IT support experience, including 3+ years supporting VIPs.
Responsibilities
Serve as the liaison for all UDS IT-related issues at the Front Office and NOC.
Facilitate meetings with customers and senior leadership to address IT concerns.
Deploy and sustain end-user devices and accessories.
Manage hardware setup and unpacking of end-user devices.
Resolve IT incidents, collaborating with engineering teams for escalations.
Install application software on workstations using scripted packages.
Maintain documentation and SOPs for training new employees.
Benefits
Comprehensive medical, dental, and vision insurance.
401(k) plan with company match.
Generous paid time off.
Company-paid life and disability insurance.
Tuition reimbursement and professional development opportunities.
Employee recognition programs and wellness benefits.
Full Job Description
Job Description
What You'll Be Doing:
Serving as the Front Office and National GEOINT Operation Center (NOC) Liaison for all UDS IT-related issues.
Facilitating meetings and engaging regularly with customers and members of senior leadership to:
Address IT related questions or concerns
Coordinate and plan emerging customer requirements
Provide situational awareness to Front Office stakeholders concerning upcoming maintenance of IT systems or technology refresh efforts associated with systems used by the Front Office and NGOC staff
Deploying and sustaining end-user devices and associated accessories.
Managing hardware in all stages including unpacking and setup of end user devices.
Resolving IT incidents from cradle to grave, working closely with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contract.
Installing application software on end user device workstations via scripted install packages.
Inventory management of UDS deployed software and end user devices
Providing user education and training in basic hardware and software functions.
Creating and maintaining documentation and SOPs to train new employees.
Utilization of a ServiceNow based ticketing database to track, update, and close break/fix incident tickets and in fulfilling new requests via RITMs and Demands.
Identifying and executing process improvements and other enhancements that improve operational efficiency.
Collocated seating with the Front Office staff, providing quick and immediate access for Tier 1 and Tier 2 support.
Training end-users in the proper use of hardware and software. May train large groups of end users.
May require after-hours support or weekend support for mission, program, and special project support.
Required Skills
Must Have:
MUST HAVE a Current and Active Top Secret SCI with Polygraph, as the customer is NOT sponsoring clearances.
Knowledge in one or more of the following areas:
Thin Client using Virtual Desktop Infrastructure (VDI) Technology
Experience and/or knowledgeable with: Windows 11; Windows 10; Citrix; SMS; and SCCM|MECM
Patch Management (Windows)
End User Hardware
Workstations (Thin Client, Thick Clients, Secure Tablets) Monitors, KVM's, Printers, Plotters Print Server Configurations, VOIP phone,
Removable Media
Print, Fax and Scan Support Services
Mobile Phone | Secure Tablets
Desktop VTC (DTVC)
Desktop Image Management
Home Directory and Profile Support Services
E-mail Support Services
Software Support Services
Experience and/or knowledgeable with; Windows 7; Windows 10; Win11 Citrix; SMS; and SCCM|MECM
Excellent troubleshooting capabilities.
Strong time management skills and ability to work flexible schedules to meet job requirements.
Strong communication skills.
Strong work ethic and attention to detail.
Strong writing skills (consistently documents work completed).
Strong time management skills and ability to work flexible schedules to meet job requirements.
Ability to work independently on projects and/or tasks.
Ability to move and lift computers, printers, monitors, and other hardware.
Team player and willing to share knowledge and learn from others to ensure team's success.
Enthusiasm and ability to adapt to new and changing technologies.
BA/BS (or equivalent experience)
A+ Certification, N+ Certification, Security + or other DoW 8570.01M certification.
ITIL v4 Foundations.
3-5 years of experience.
3+ years of supporting VIPs.
Additional Details
Compensation & Benefits: This position has an anticipated salary range of $90,000-$117,000 per year. Actual compensation will be determined based on factors including experience, qualifications, skills, education, certifications, and business needs. Crimson Phoenix offers a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) with company match, generous paid time off, company-paid life and disability insurance, tuition reimbursement, professional development opportunities, employee recognition programs, and additional wellness and work-life benefits.
U.S. citizenship and the ability to obtain or maintain a security clearance may be required for certain positions.
