We support the Multinational Information Sharing Program Management Office (MNIS PMO) at HQ DISA on Fort Meade. The MNIS PMO is the DoD's primary PMO for networks supporting the US and our coalition partners from other nations. The coalition networks are cryptographically separate networks using IP encryption (e.g. KG-250 or IPS-250).
-Provide phone support to users in the areas of e-mail, directories, standard Windows desktop applications, chat, and applications
developed under this contract or predecessors.
-Provide support for routers, switches, and network infrastructure
-Serves as the initial point of contact for troubleshooting hardware/software PC problems.
-Scan DISA's Global Ticketing Management System (GTMS); look for tickets assigned to us to work. GTMS is an implementation of the Remedy trouble ticket system.
-Answer trouble calls from Tier I organizations and making new trouble tickets in GTMS if necessary.
-Compile/analyze trouble tickets to provide monthly trending reports.
-Monitor status of open tickets and reporting progress at the weekly operations meeting with the customer.
-Build briefing slides concerning trouble ticket progress as required.
-Ensure trouble tickets are assigned to a specialist to work.
-Follow processes for providing access to lab equipment.
-Candidate will be trained for basic system administration duties in anticipation of taking on more technical assignments
-24 by 7 call center support using a Panama Schedule
Must have a Security+ certification BEFORE starting. The person must have an ITIL Foundations certification or get one within 90 days. The person must also have at least one other certification related to their job (e.g. CCNA, CCNT or other Microsoft/OS or CISCO certs). These certifications are required by our customer and are non-negotiable.
Must have a current SECRET clearance. However, they must also have a current Single Scope Background Investigation (SSBI) or the reinvestigation must be in progress. We cannot accept people who are in the process of getting the SSBI for the first time. Note that an SSBI is only done for people who required a Top Secret clearance at some point. People who have never had a Top Secret clearance will not have the correct background investigation.
EDUCATION & EXPERIENCE:
Typically requires bachelor's degree or equivalent, and two to five years of related experience.
Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face. Some travel may be required.