It helpdesk client technician 2 - security clearance required | Colorado Springs, CO

with various skills at the mid and senior level. Program Overview: In support of the US Space Force, the BOS-IT contract encompasses all services required to support the operation, maintenance, and logistics of the PSFB and SSFB Installation Base Operating Support Information Technology (BOS-IT) systems.

This effort includes the ability to provide support to various PSFB and SSFB Installation information and communications systems and associated tenant organizations. ASRC Federal Communications will provide non-personal services in support of operations, maintenance, logistics management, testing and all other requirements within the BOS-IT Performance Work Statement (PWS). Support includes

potential future requirements, emerging technologies, system growth, and new/upgraded equipment as needed. Key Role The CSTs provide NIPR and SIPR client-level support to approximately 6,500 customers within Schriever and 13,000 customers on Peterson.

Conducts technical analysis of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations. Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinative product solution. backsses product needs in accordance with

customer specifications. Conducts technical training and product briefing with customers, vendors and company representatives.

Acts as local on-site representative to customer's organization. Analyzes and develops computer software possessing a wide range of capabilities, including numerous engineering, business, and records management functions. Develops plans for automated information systems from project inception to conclusion. Analyzes user interfaces, maintains hardware and software performance tuning, analyzes workload and computer usage, maintains interfaces with outside systems, analyzes downtimes, and analyzes proposed system modifications, upgrades, and new COTS.

Analyzes the problem and the information to be processed. Defines the problem, and develops system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests. Coordinates closely with programmers to ensure proper implementation of program and system specifications. Develops, in conjunction with functional users, system alternative solutions. Duties Plan, coordinate, schedule, communicate, track, execute, document, and report work involving the receipt, installation, configuration, connection, management, maintenance, reconnection, replacement, upgrading, updating, investigation, troubleshooting, repair, verification of proper operation, and uninstallation/removal of approved end-user and shared devices, installation, configuration, connection, management, maintenance, upgrading, updating/patching, investigation, troubleshooting, repair, verification of proper operation, and uninstallation/removal of approved end-user and shared device firmware and software.

These devices include, but are not limited to, desktop computers, laptop computers, tablets, smart-phones, Voice-over-Internet Protocol (Vo IP) telephones, printers, scanners, multi-function devices (MFDs)/multi-function printers (MFPs), digital senders, peripheral and component equipment, and the associated data and information they contain, system Basic Input/Output System (BIOS)/Unified Extensible Firmware Interface (UEFI), operating systems (OSs), device drivers, system and security software, productivity software, and their associated data and information.

Ensure all end-user and shared devices, firmware and software, and local and network logical objects/structures are SSFB-approved and documented. Plan, coordinate, schedule, communicate, track, execute, document, and report work involving the creation, configuration, relocation, management, maintenance, investigation, troubleshooting, repair, verification of proper operation, and deletion/removal of approved local and network logical objects/structures.

These include, but are not limited to, computer accounts, user accounts, group accounts, electronic mail (e-mail) accounts and associated structures, shared network resources, websites, public key infrastructure (PKI) certificates and credentials, and their associated data and information. Perform Client-level Personal Wireless Communication Systems (PWCS) functions except for Land Mobile Radios (LMRs).

Managing hardware, software, and Controlled Cryptographic Items (CCI). Performs configuration management and troubleshooting. Plans, schedules, and implements installation and maintenance functions associated with PWCS. Removes and replaces components and peripherals to restore system operation. Reports security incidents and executes corrective security procedures. Reports spectrum interference incidents. Plan, organize, and direct sustainment activities. Establishing work standards, methods, and controls for preventative, scheduled, and unscheduled maintenance actions.

Determines the extent and economy of repair of malfunctioning equipment. Ensures compliance with technical data, instructions, and work standards. Develops and enforces safety standards. Interprets malfunctions and prescribes corrective action. Serves on, or directs, contracted inspection teams organized to evaluate base or command sustainment programs. Manages, or performs, research and development projects for assigned systems. Coordinates and documents repairs. Manages, administers, controls, and evaluates contracts. Manages organizational client device accounts except for LMR devices.

Perform user account management for users of all networks covered by this contract. Initiate, receive, track/monitor, update, and document work and related information using the Air Force (AF) standard ticketing/tracking tool (currently Enterprise Information Technology Service Management (EITSM) Version 2) and/or other AF-approved platforms. Provide priority CST services, designated as very important-person (VIP) services, to key users and systems engaged in critical Schriever Space Force Base missions. Plan, coordinate, collaborate, schedule, communicate, track, execute, document, and report work-related data and information involving unit-led projects.

The timelines will be agreed upon between the Government and contractor by mutual agreement. Manage the delivery of services to balance workload, meet performance objectives, and improve customer service in a continuous process improvement approach. Liaison between the unit and the contractor and between the Contractor and serviced organizations. Provide program oversight to include administrative planning, program management, project management, coordination and integration of program requirements, organizing, directing, controlling, and approving actions that meet or exceed the performance objectives while ensuring compliance with applicable operational and security directives.

Manage trouble ticket workload. Manage project-related workload. Perform the following duties for customers who contact the CFP requesting assistance with government-owned IT devices or services. Communicate through numerous means (i. e. voice, email, Remedy ticket, etc. ). Responsible for answering a contact attempt using any of these methods, or a combination of these methods. Be available to support the on-call schedule as required.

Perform initial troubleshooting steps with a customer to the best of their ability via phone or email, utilizing the CFP SOP, which dictates the questions to ask to understand a given problem fully. Responsible for the imaging, troubleshooting, software patching, repair, staging, and overall maintenance of computers, government cell phones, and printers. Responsible for record keeping IAW AFI 33-322. Manage SIPRNET Email Organization Box. Operate and attend in person the Schriever SFB Mission Protection Board (MPB) and Mission Protection Working Group (MPWG) in their entirety.

Maintain and utilize the 21 CS (OL-S)/CFP MSN Protection Board NIPRNET org box. Coordinate on all PONDs and ASIs. Responsible for compilation of Ticket Data. Plan, coordinate, schedule, communicate, track, execute, document, and report work involving the creation, configuration, relocation, management, maintenance, investigation, troubleshooting, repair, verification of proper operation, and deletion/removal of approved local and network logical objects/structures. These include, but are not limited to, computer accounts, user accounts, group accounts, electronic mail (e-mail) accounts and associated structures, shared network resources, websites, public key infrastructure (PKI) certificates and credentials, and their associated data and information.

Plan, organize, and direct sustainment and maintenance activities. Establish work standards, methods, and controls for preventative, scheduled, and unscheduled maintenance actions. Determines the extent and economy of repair of malfunctioning equipment. Ensures compliance with technical data, instructions, and work standards. Develops and enforces safety standards. Interprets malfunctions and prescribes corrective action.

Serves on, or directs, contracted inspection teams organized to evaluate base or command sustainment programs. Manages, or performs, research and development projects for assigned systems. Coordinates and documents equipment preventative maintenance and repair. Manages organizational client device accounts except for Land Mobile Radio (LMR) devices. The contract team is responsible for obtaining and maintaining NIPRNET Integrated Maintenance Data System (IMDS) accounts and obtaining training on utilizing IMDS from the Delta 6 IMDS Program Coordinator. Perform user account management for users of all networks covered by the contract.

Conduct activities in Active Directory, AFNET OPS Enterprise Services Dashboard (includes IAO Express), Directory and Resource Administrator (DRA), and the utilization of FAR rights to correct user account details. Initiate, receive, track/monitor, update, route, and document work and related information using the Air Force (AF) standard ticketing/tracking tool (currently Enterprise Information Technology Service Management (EITSM)) and/or other AF-approved platforms. Track all assigned trouble tickets through incident resolution, including status updates and confirmation that the customer requirement has been met or the issue(s) have been resolved to the customer’s satisfaction.

Manage trouble ticket workloads to ensure compliance with performance thresholds specified in the Services Summary. Plan, coordinate, collaborate, and communicate with end-users, customer organizations, and other servicing organizations. Monitor reports, notifications, system advisory notices, Time-Compliant Network Orders (TCNO), Notices to Airmen (NOTAM), Maintenance Tasking Orders (MTO), and any other communications from the Team Schriever Cybersecurity Office (TCSO), the FCCC, and the Air Force Network (AFNET), and DAF/HAF A6, HQ USSF/S6, DISA, and the Do D CIO.

Provide priority services to those persons designated as a Very Important Person (VIP), to key users and systems engaged in critical Schriever Space Force Base missions. Plan, coordinate, collaborate, schedule, communicate, track, execute, document, and report work-related data and information involving unit-led projects. Provide program oversight to include administrative planning, program management, project management, coordination, and integration of program requirements, organizing, directing, controlling & approving actions that meet or exceed the performance objectives while ensuring compliance with applicable operational and security directives.

Responsible for the intake and initial processing of reports concerning Classified Message Incidents (CMIs), the discovery of any amount of classified information discovered on NIPRNET, or the discovery of TOP SECRET information on SIPRNET. Perform incident response information collection from the offender and/or their work center or unit. support the Schriever SFB, Peterson SFB, Thule SFB and Dahlgren NSF workforce with NIPRNET NEATS tokens, SIPRNET user tokens, and various types of SIPRNET administrator tokens.

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. This position is offering an annual salary range of $60,000 - $100,000 depending on experience, seniority, geographic locations, and other factors permitted by law. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. ASRC Federal System Solutions provides engineering and business solutions to federal government customers.

Engineering expertise our company provides to customers includes system definition requirements development, integration, testing, commissioning and maintenance. We provide business process outsourcing services, such as human resources, finance, accounting, travel management and help desk support. ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, interactionual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

Requirements: 5-7 years of related work experience. Education may be used in-lieu of experience Bachelor's Degree required Active Secret clearance IAT Level II Certification ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, interactionual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

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