Information Systems Operations Specialist - Service Desk Romania
1 zi în urmă


This position is an unaccompanied contract with company provided housing included.

Information Systems Operations Specialist (ISOS) - Service Desk / System Administrator provides Tier I and II customer support to all network users as well as some layer 2 / 3 device management for Server / storage applications.

Responsible for the day-to-day operation of the network resources and has overall responsibility of the data and communication environment to include installation, maintenance, and usage of the U.

S. Army’s DSN / VoIP, SIPR classified, NIPR unclassified networks.

This position involves a high degree of snap decision making and detailed task management to ensure all work orders not resolved locally are elevated to the appropriate enterprise IT groups and tracked till resolution.

Efforts will also include receiving, reviewing and analyzing job requests submitted by users, determining process and production requirements, conferring with users concerning scheduling as needed, monitoring jobs in process to insure proper completion, and opening and closing Remedy / ISTM tickets, identifying and troubleshooting problems, documenting best practices, initiating corrective actions as required.

Strong administrative, management and systems skills are required.Excellent customer service skills are mandatory.


1)Provides front line customer serviceAutomatic Data Processing Equipment (ADPE) support with responsibilities for immediately responding to and troubleshooting, configuring and repairing hardware problems / software issues.

Client device AGM baselining, SCCM and remote patching, compliancy verification (STIG / SCAP) installation and deployment.

Customers contact the Service Desk in person, by phone, using Remedy or sending emails.

2)Troubleshoots Microsoft OS issues on Army Gold Master / Universal Gold Master along with setup and Microsoft Office Productivity Suites (troubleshooting, configuration, administration).

Troubleshoots all other theater authorized software. Processes all non-standard software requests through IAM channels and coordinate deployment with approve software FSR or manufacture representatives.

Validates and archives Authorized to Operate (ATO), Authorized to Connect (ATC) andCertificate of Networthiness ( CoN )documents, per AR 25-

1 and network accreditation processes.Conduct software license tracking, renewals, and audits.Maintain inventory of all equipment, software and software licenses.

3)Provide technical support, guidance, and administration of Microsoft Systems Center Configuration Manager (SCCM), Microsoft BitLocker Administration and Monitoring (MBAM), Network Access Controls, Domain Group Policy Object (GPO) Controls, Active Directory (AD),Organizational Units (OU) structures.

Responsible for software / hardware maintenance and troubleshooting of various vendor devices / platforms including Dell, HP, Pairgain, Canoga Perkins, Tandberg, Adobe, Microsoft Office suite, etc.

Joins client computers / devices to Microsoft Active Directory domains.Configures local PC connections to network printers and detail senders.

Maintaining OS applications, firm ware, antivirus, BIOS security and IAVA requirements by the US Army standards and regulations to includeAssured Compliance Assessment Solution ( ACAS ),Security Technical Implementation Guides (STIGs), andSecurity Content Automation Protocol (SCAP)compliancy.

4)Troubleshooting Microsoft OS issues on Windows 10 along with setup and troubleshooting Microsoft Office 2013. Troubleshooting all other site authorized software with IMO's and users.

5)Proficient in creation of customer exchange accounts, user document collection / processing and ATCTS verification. Manage for Active Directory account requests as well as training and certification records for Active Directory users as part of the ATCTS compliancy requirement which includes but is not limited to Information Assurance awareness training, AUP, SAAR, and any other required certifications needed.

6)Perform Tier 1 / 2Hardware repair for computers, print devices, digital senders and associated IT peripherals

7)Will operates all types, sizes and configurations of computer processors, including peripheral equipment such as consoles, terminals, disc drives, tape drives, high speed printers, digital senders, copper / fiber modems and media converters, uninterruptable power supplies (UPS), degaussing and other equipment.

8)Operates processor assisted diagnostic and control equipment and software to perform network, technical, and configuration control, surveillance, and security.

9)Conduct Information Management Officer (IMO) and customer based application training, develop training documents, and take part in application / product develop / test beds to include application / product roll outs.

10)Analyze, write and improve Knowledge Databases, Standard Operating Procedures (SOP) and Work Order Procedures (WOP) to reduce resolution wait times, improve actionable response times and maintain contractual compliancy.

Collect, document and analyze network metrics to identify potential patterns and trends, work with application tools and within technical teams to document steps for improvementswhile maintaining customer satisfaction in every step of the service delivery model.

Efforts will also include receiving, reviewing analyzing job requests submitted by users, determining production requirements, conferring with users concerning scheduling as needed, monitoring jobs in process to insure proper completion, and opening and closing remedy tickets, identifying and troubleshooting problems, initiating corrective actions as required.

11)Experience as a DoDTrusted Agents(TAs) / Enhanced Trusted Agents (ETAs)for requesting, activating and issuing elevated credentials tokens and SIPRNET Public Key Infrastructure (PKI) Tokens and pin reset / processing activities.

12)Perform configuration and troubleshooting of multipoint TACLANE encryption networks and devices. Knowledge of other cryptographic devices (KIV-

7 HS / HSB / M, SKL fill device) to include configuration, key management and troubleshooting are essential. Performs the duties of a COMSEC Hand Receipt Holder as detailed in TB 380-

41and associated Army regulations with COMSEC key material handling / courier duties.

13)Operates network management hardware and software to ensure compliance with security standards and service levels.Utilize remote monitoring and management software (Remedy, ISTM,DameWare or other windows remote admin tools).

Operates processor assisted diagnostic and control equipment and software to perform network, technical, and configuration control, surveillance, and security.

14)Perform drive (storage media) disposition / wiping / purging using approved software (UPT) to include drive degaussing, destruction and incineration actions.

Maintaining media chain of custody, documentation collection / creation and maintaining archived data bases for IA compliancy.

15)SupportRisk Management Framework(RMF) and Enterprise Mission Assurance Support Service (eMASS) document collection, modification and validation.

RMF support for Local Area Network (LAN) and Tenant Security Plan (TSP). Manage compliancy using Security Technical Implementation Guide (STIG), Security Content Automation Protocol (SCAP) Compliance requirements and In the Configuration Tool (ICAT) tools.

Assets management (ICAT / hardware / software listings, RFC / Remedy) Vulnerability management (ACAS / STIG / SCAP / ICAT), configuration management (ICAT, RFC / Remedy, Data flow drawings, Topology drawings, change management), and compliance management (RMF / eMASS)

16)Perform, manage and maintain support of government / customer reporting, compliance, and verification policies. Utilizing ACAS reports, detect system and network vulnerabilities / deficiencies, as part of information assurance network security policy.

Research and apply required cyber security patches per IAVA requirements and take actions to remediate any vulnerabilities that exist.

ValidateATCTS compliancy requirements for users.Supports information assurance duties as assigned.

17)Participate in Information Assurance DoD network accreditation efforts, remediation of IA deficiencies and create, maintain and update network configuration management artifacts for the LAN / WAN as part of desk top engineering library and RMF / eMass compliancy.

Participate in the Request for Change (RFC) processes to include site surveys, data collecting, validate ATC / ATC / CoN requirements, ATCTS reviews, network drawings, submissions, implementation and tracking to completion.

18)Participate in Information Assurance Self-Assessment (IASAST) DOD Cyber Security Score Card requirements.

19)Ability to manageUSAREUR VTC suites, equipment, links, firewalls and network resources. Coordinate VTC scheduling with customers andmaintain a VTC Event log metrics.

20)Perform cable plant troubleshooting, fabrication and installation to include, CAT 5 / 6, RJ-11, RJ-45 termination, and basic fiber optic, media converters, copper / fiber modems repair / troubleshooting procedures.

21)Performs other duties and assignments as required.

  • MATERIAL & EQUIPMENT DIRECTLY USED : Desktop computersLaptop computersCOMSEC Devices (TACLANE / KIV)Simple Key Loader
  • Networked Printer / copier / scanner; configuration & troubleshootingFax machine

    Cisco Unified Call Manager / Call Manager Express / VoIP Telephones

    ARS Remedy / ITSM Trouble Ticket handling

    Microsoft SCCM Client troubleshootingMicrosoft SharePoint user troubleshooting

    Print Queue / Server Management

    Microsoft OS Windows 10; Server 2012, familiarity with the Army Gold Master (AGM) is preferred.

    Microsoft Office 2013 / 365NESSUS / ACAS Vulnerability ScannerDISA’s SCAP / STIG Vulnerability mitigation through RMF / TSP processes and eMass / POA&M documentation Army Training and Certification Tracking System (ATCTS)Microsoft Active Directory object and share management and Organizational Units (OU) structuresWORKING ENVIRONMENT / PHYSICAL ACTIVITIES : Office environment in a Forward Deployed Location (FDL).

    Work environment will also be very hot to very cold due to conditions within the region. Personnel will also be required to sit and talk on the phone for long periods of time.

    Personnel will also be required to perform inside / outside work at both customer and NEC facility locations. Routine vehicle travel to remotes sites / locations may be required.

    Shift and rotating work schedules maybe required. Working up to 12 hour shifts maybe required.This position requires the unassisted ability to lift / push / pull equipment up to 40 lbs.

    for equipment installations, moves and relocations, etc.

    Education / Certifications : One year related experience may be substituted for one year of education, if degree is required.

    High school diploma or equivalent.Graduate of military or technical courses in the field of Information Technology.

    IAT Level : IAT II compliancy required

    Candidates MUST be currently qualified under AR 25-2 and DoD Instruction 8750 for elevated privileges on DoD / Army Networks.

    A current CompTIA Security (CE ) certificate that has been obtained / renewed within the last 24 months, is required. A current ISC2 CISSP or CompTIA CASP (CE ) Certification in good standing may be substituted for the Security certification.

    A certification as a Microsoft Certified Professional (MCP) in Windows 10 OS is required, as well as a working knowledge of Microsoft Office 2013 / 365 software as well as the applications used in the Army Gold Master.

    ActivClient, DB WebSign, etc.). A Cisco CCNA certification is desired.Previous VoIP experience desired.A certification as a Microsoft Certified Systems Engineer is also desirable.

    Certifications are subject to submission for validation before an interview.

    Must have a valid United States issued driver’s license. An International Driver’s License is desired.

    Experience :

    Should have minimum of two years of progressive experience in a high traffic Service Desk environment (Help Desk / Automatic Data Processing Equipment)as well as System Administration (Servers, VM / HYPER V).

    Excellent customer service skills are mandatory.

    SECURITY CLEARANCE : SECRET, with aSinge Scope Background Investigation, (SSBI) or its renewal. Subject to validation at, or before an interview.

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