Help Desk Tier 3 Support

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Job Type
Full-time

Description

Provide advanced Help Desk and operational support of IT systems. Support includes monitoring, incident response, maintenance, patching and compliance on the NIPRNet as well as all ATO compliance and RMF requirements. Systems include all current approved Red Hat, and Windows OS's, utilizing physical and virtual environments. This type of support is defined as Operations Support (Tier 3). Implement, configure, and optimize all IT systems (e.g., MS Access legacy applications, SMMIS, Ebusiness solutions suite, iForecast, SharePoint, Windchill, and MSWP) on the NIPRNet in a Government provided environment. Evaluate and determine computing resource requirements for ongoing and future projects.

- Provide Tier 3 level IT support, help desk ticket resolution, and meet service level requirements.

- Provide configuration management support. Test, deploy, and maintain approved software. Apply STIG updates and patches.

- Follow change management and engineering review processes.

- Request, install, and track expiration of DoD certificates on IT systems.

- Coordinate with Tier 1 and Tier 2 for all system, development, and software changes impacting end user support.

- Address workstation and server issues.

- Provide CMMI Level 3 Management Plans and update existing CMMI documentation.

- Review and configure system security complying with guidance from USCYBERCOM.

- Administer and maintain organizational units in Active Directory and manage user security with group policies.

- Support database related troubleshooting and problem resolution for production systems.

- Create and maintain Group Policy Objects.

- Initiate system interfaces daily or as scheduled during maintenance windows.

- Document escalated tickets using the ticket tracking system.

- Coordinate with Government and contractor personnel on system redesigns and change implementations.

- Monitor system logs, automated systems, and open tickets for system outages and incidents.

- Initiate incident response procedures and take corrective actions.

- Support back-up and restoration services.

- Implement DoD security enhancements to include PKI authentication methods

Education: Associate Degree

Certifications: CND or GICSP

Experience: 5 years

Clearance: US Citizen with Active Secret