Title:  Help Desk Technical Support Specialist   Korea Based

 

Job Description:

We will provide Command, Control, Communications, Computers and Information Management (C4IM) Service and Support for Mission Support Command (MSC).  With C4IM capabilities provide architecture and engineering of the MSC C4IM networks and associated systems. The C4IM service and support requirements consists of installing, operating, administering, and maintaining various network management and security monitoring systems, operating systems, and network application systems installed, maintained, monitored and/or coordinated on multiple networks PLWN, Korea LandWarNet (KLWN), Army Reserve Network (ARNET), and Retention/ Education/ Family (REF). We will extend ARNET, manage/administer PLWN and coordinate KLWN for all USAR units including Active Component (AC) units located at remote international sites. We will provide TIER II support and manage/administer ARNET for all Multi-Compo and USAR units within a certain area. We will adhere to Department of Defense Architectural Framework (DoDAF), Department of the Army (DA) and local command regulations, policies, standards and guidelines. The Contractor shall perform necessary tasks which fall into these broad functional areas: Architecture, Multi-domain Network Interoperability, Engineering, Integration, Installation, Testing, Program/Project Management, C4IM systems, Web Development Service Support, Cyber Security, COMSEC support, Telephone/VOIP, and Frequency/SATCOM Management. These broad areas do not represent sequential steps and may over-lap during execution.

 

Specific Responsibilities Include:

Answer all service orders within two (2) working days and accomplish the actions as identified in contract as applicable or conduct other actions as necessary to restore services. Overriding prioritization of service orders will be determined by the COR as required.  Any service orders received outside of specified routine criteria shall be forwarded to the COR and G6 Chief, Network Operations (NETOPS). The contractor shall restore systems or equipment to Full Mission Capability (FMC) status within two (2) working days upon notification.

 

Notify the COR and Chief, NETOPS if the repairs cannot be accomplished within two (2) working days upon arriving onsite.  Upon repair/restoral the applicable work order will be closed.

 

Provide remote support to other locations.

 

Help Desk efforts include but not limited to the following:

  • Receive, delegate, manage, respond to and resolve user service requests.

  • Create/manage user accounts in active directory.

  • Create/manage workstation accounts in active directory.

  • Image and configure new and existing workstations, as required.

  • Install/configure software.

  • Support Life-Cycle Management – IOM workstations at multiple locations.

  • Submit customer satisfaction survey after completion of work for final trouble-ticket close-out.

  • Submit weekly trouble ticket status reports to Chief, NETOPS and the COR.

  • Maintain a centralized database in Altiris for the Government to track and manage: trouble tickets categorized by routine, emergency, and GO service orders, configuration baselines on existing systems, warranty information, logs of each task, mean times between failures (MTBF), and life cycle management of the equipment. The contents of this database shall be provided on a monthly basis to the Government.

  • Password and Designs – provide a copy of all design, schematics, and passwords to the COR and shall forfeit all items to the same upon completion of the contract. Passwords must be controlled and handled by approximately indoctrinated personnel IAW DoD 269.

 

Required Education, Skills, and Experience:

  • 1-4 years of experience providing IT support services troubleshooting both hardware and software issues in mixed environments that include workstations & laptops (SIPR, NIPR, CENTRIX, STAMIS, etc.), servers, mobile devices and A/V equipment. Extensive working knowledge of Active Directory, OS delivery methods (Altiris Deployment Solution, SCCM, etc.), tiered Help Desk approach, work ticket tracking solutions (Altiris Help Desk, Remedy), networking support, and VTC support.

  • IAT Level I

Preferred Education, Skills, and Experience:

  • Experience in DISA, USARPAC, and USARC IT Tiered support services

  • Extensive knowledge of Altiris Help desk Solution, Altiris Deployment Solution, and Altiris Software Delivery

Requirements:

  • Currently have an active Secret Clearance

  • Be Flexible

  • Ability to travel as needed

  • Availability for 24/7/365 as needed.

 

Job Type
Full-Time Regular
Location
Korea HI