Location: Jbphh
Company: ESM
Misawa AB, Japan; Yokota, AFB, Japan; Kadena AB, Okinawa; Kunsan AB, Korea; Osan AB, Korea; Andersen AFB, Guam; Eielson AB, Alaska; Elmendorf AFB, Alaska; Diego Garcia, Indian Ocean. Job Description and Responsibilities ESM is looking for a full-time Secure View Client Support Technician who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements.
Employee responsibilities include: · Provide tier one Cyber Operations Services and troubleshooting in response to trouble tickets and to a wide range of clients on various devices including, but not limited to: workstations, Thin (Server based) Clients, laptops, and other devices.
· Provide software installation and support. · Coordinate appointments with customers to troubleshoot on site or remotely assist and provide walk-through repairs.
· Process, prioritize and resolve trouble tickets using BMC Remedy on unclassified and classified networks. Check BMC Remedy ticket queue throughout the day to respond to different levels in priority for incidents. · Process, prioritize and resolve trouble tickets using Cyberspace Infrastructure Planning System (CIPS). Contractor shall check CIPS throughout the day to respond to different levels in priority for incidents. · Process, prioritize and resolve trouble tickets using Virtual Enterprise Service Desk (v ESD) and Remedy
ticketing systems. · Cyber Operations Support duties include, but are not limited to: o Meeting compliance for system requirements o Managing Controlled Cryptographic Items (CCI) o Managing user and administrative profiles.
o Backing up user profile folders across machines. o Managing organizational web pages. o Creating and updating presentations to provide reports and/or incidents to adjacent offices. o Support the Base Equipment Custodian Office in deploying new computer equipment and turning old equipment in for disposition. o Time Compliance Network Orders (TCNO) compliance o Mission Type Order (MTO) compliance o Customer device sanitization in response to Negligent Disclosure of Classified Information (NDCI) incidents o Monitor, prioritize, and respond to Virtual Enterprise Service Desk (v ESD) tickets.
o Monitor the Cyber Operations distribution email to keep track of ongoing tickets and projects. o Communicate and collaborate with Communications Focal Point, other shops, and other agencies or commands. · Perform as the trusted entity to validate the identity of a customer in e Authentication as a Local Registration Authority (LRA). These duties include but are not limited to: o Create, provision and audit customer privileged accounts.
o Validate the customer's name, birth date and other attributes provided on customer's govern-ment issued photo identification. o Provide privileged account reports and/or incidents to adjacent offices. · Plan, Organize and Direct Sustainment Activities by establishing work standards, methods, and controls for preventative, scheduled, and unscheduled maintenance actions. Determines extent and econ-omy 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 inspection teams organized to evaluate base or command sustainment programs. Man-ages, or performs, research and development projects for assigned systems. Coordinates and documents repairs. Manages, administers, controls, and evaluates contracts. Required Knowledge, Skills and Abilities (KSA) · Experience working with customers and Remedy trouble ticketing systems. · Must be experienced with imaging laptops and desktop systems using imaging servers and removable media. · Excellent team skills, must be thorough, must have excellent communications skills, written and verbal · Ability to work in a dynamic cross-organizational team environment · Strong dedication to provide quality customer service · Strong problem solving skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue · Ability to prioritize tasks and adhere to established deadlines · Take ownership of tasks and deliver without supervision while using their discretion to seek help necessary Desired KSA · Be a positive, self-motivated, and proactive person able to adapt to change and tolerate stressful situations · Candidate must communicate effectively with team members, management, and government customer · Ability and desire to research and develop creative solutions to unique problems with minimal supervision Minimum Training, Education, and Certifications · BS or MS in IT or related field · 3+ years of IT experience supporting large Do D Environment; AF/PACOM experience preferred · Security+ or Higher Minimum Clearance · Secret Physical Requirements · Ability to sit, stand, walk for extended periods of time · Ability to use a computer Additional Requirements · Other duties as assigned ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, interactionual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.
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