IT Support Specialist I (Service Desk Operator)

Job description:

Duties:
• The Service Desk Operators (SDEs) shall provide basic technical assistance, support and advice to customers and users. This support will cover minor hardware, for example keyboard and common access card (CAC) reader hardware failures, software and systems problems.
• The SDEs shall respond to walk-in customers as well as to telephone calls, service tickets, and e-mail messages from customers seeking resolution of computer problems.
• The SDEs shall analyze the problem to determine if the problem is with the network, a system, an application, or the user's workstation.
• The contractor shall create a ticket and work with the customer to resolve the problem (providing step-by-step instructions), if possible.
• If the problem cannot be resolved, the contractor shall redirect unresolved issues to the next level of support.
• Provide feedback on processes and make recommendations on areas to improve.
• SDEs shall have the ability to multi-task and change priorities.
• SDEs shall be able to troubleshoot using different diagnostic techniques to include items listed below:
• Determine network functionality/availability (NMCI/Legacy/reach back) using a general understanding of networks and application tools such as "Ping".
• Determine shared resource functionality (NMCI/Legacy/reach back) i.e., network attached drives and print services.
• Knowledge of hardware software operating systems Service Desk tools and Remote Access.
• Determine application functionality (Corporate/Non-corporate) i.e., web function, Citrix terminal server, database or database server function and e-mail.
• Determine user computer account status: (Legacy/Citrix, NMCI, NNPI, MSE, and other assigned Applications) i.e., locked, expired and time restriction.
• Understand basic PC functionality (Hardware, Software, Virus/Malware, Windows policy, Security Policy)

Qualification:
• The SDO's shall have a minimum of two (2) years' experience working in a customer service environment. The SDO's shall also have at least one (1) year of experience and/or the knowledge necessary to provide customer IT support.
• The SDO's will be issued an Information Systems (IS) Privileged Access Agreement (PAA) and Acknowledgement of Responsibilities form from the ISSM. The contractor personnel must sign and adhere to the IS PAA and Acknowledgement of Responsibilities form.
• After onboarding the contractor personnel will be issued a Cyber IT/Cybersecurity Workforce (CSWF) designation letter from the Information Systems Security Manager (ISSM). The contractor must sign and adhere to the CSWF designation letter.
• The contractor must have (at a minimum) one of the Baseline Cyber IT Certifications prior to onboarding at PNS as identified in Specialty Area 41, Entry/Apprentice certification, referenced in the Cybersecurity workforce manuals SECNAV M-5239.2 and DoD 8570.01M. IA requirements are contained in the 5239.2 Appendix 4 Specialty Area 41 table below.