Lead Service Desk Engineer (TS w/SCI)Job Title Lead Service Desk Engineer (TS w/SCI)
Job ID Number 192742
Company General Dynamics Information Technology
Location Hurlburt Field, FL
Job Category Information Technology
Job Description As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 24,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. General Dynamics Information Technology is an Equal Employment Opportunity and Affirmative Action employer.
Responsible for end user computing technical support, and local operations and administration of workstation components. Performs troubleshooting of software, hardware, network, and communication components as required. Monitors system performance, performs system backups, creates user accounts, and assigns access privileges. Controls user access and passwords.
- Manage Global AFSOF Command and Control Mission Support (C2MS) reach-back support for ingarrison and deployed AFSOF. This includes running the Mission Systems Support Center (MSSC) at Hurlburt Field and its associated hotline to provide a global help desk for C2MS issues for all AFSOF units.
- Ensure all C2MS issues raised by AFSOF personnel and units, regardless of location, are logged, tracked, coordinated, and solved, including solving issues via the phone, e-mail, remote computer access, and potentially on-site, if applicable.
- Contact and coordinate with internal and external agencies, and on-call experts, as required, to quickly solve issues using knowledge management practices to ensure notification procedures, key experts and external support agencies are documented and identified within and external to the C2MS team.
- Monitor multiple standard and military communications devices (e-mail, phone, webpage, beeper, etc...) to ensure receipt of support requests. MSSC contact information shall be published to all global AFSOF units.
- Manage dedicated operations and maintenance support for additional databases on the Hurlburt Field SAMS-C2 servers, global SATCOM gateway (KuSS, Ka, or X) that connects to SIPRNet and NIPRNet, an associated media server, a global tactical radio exchange server (part of the AOC weapon system), and global radio frequency (RF) e-mail gateway to enable e-mail transfer from tactical radios to SIPRNet. In addition, the contractor shall provide global management of RF e-mail address books, and network all RF e-mail and RoIP capabilities across the 623 AOC, 623 AOC/OLs, and theater SOC components as required. The services support all AFSOF, especially those without dedicated C2MS support.
- Manages the functionality and efficiency of a group of computers running on one or more operating systems.
- Maintains the integrity and security of servers and systems.
- Sets up administrator and service accounts.
- Maintains system documentation
- Troubleshooting user accounts, workstation/server/network/storage components, and operating systems/applications; resolving issues when possible, or escalating issues to other service groups.
- Tracking problem resolution efforts to ensure customer issues are properly addressed.
- Coordinating with user community to collect customer requirements and resolve operational issues.
- Monitoring systems performance; ensuring systems backups execute as scheduled.
- Interacts with users and evaluates vendor products.
- Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.
- Develops and monitors policies and standards for allocation related to the use of computing resources.
- May program in an administrative language.
- Develops and implements testing strategies and document results.
- Provides advice and training to end-users.
- Maintains current knowledge of relevant technologies as assigned.
- Participates in special projects as required.
- Bachelors Degree in computer science or equivalent experience with additional advanced and specialized training in Windows based networks/systems administration/network administration. A comprehensive technical knowledge with strong communication skills (written & oral), and strong customer interface skills is extremely important.
- Experience may be substituted for degree on a case-by-case basis
- 5-8 years experience working in a mixed operating system environment. Candidate must have a strong background supporting global Active Directory (AD) infrastructure in a mixed Windows and UNIX environment.
- Knowledge base shall include AD, DDNS, DHCP, SNMP, SMTP, FTP, TFTP, RTP, SCCP, HTTP, NAS, AVVID, VoIP. COTS, GOTS, and Open Source applications.
- Strong troubleshooting background in computer hardware, communications equipment, LAN. At least one industry certification in related field (MCP, MCSA, MCSE, CCNA, etc are preferred).
- DoD 8570.01 IAT Level 2 certification required
- CompTIA A+ and CompTIA Network+ (or equivalent) certification required.
- ITIL V3 Foundations Certification preferred
- TS/SCI Clearance Required
- This position is contingent on contract award
- Applicable IT industry-recognized DoDD 8570 certification required
- This position may require shift and weekend work
- This position may require deployments to CONUS and OCONUS locations worldwide, and may include hazardous duty areas
- Deployments can be of a duration of up to 180 days; this position typically deploys on an as-required basis
- The work is typically performed in an office environment and at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment
Apply Online Directly with General Dynamics Information Technology
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