Help Desk Lead

Summary

The Help Desk Lead will provide expert advice and support services in IT security and business technologies, in connection with the Strategic Systems Programs (SSP) Strategic Weapons Facility Atlantic (SWFLANT) Support Services effort.

Responsibilities
  • Serve as point-of-contact between the end-user community, on-site support personnel, and hardware maintenance vendors.
  • Provide monthly and instant database reporting to support SSP and SPK management and productivity assessments.
  • Administer "loaner" devices to include laptops, Broadband cards, devices, projectors, etc.; checking out, monitoring, and recording unit returns according to SSP policies.
  • Maintain and update a detailed Knowledge Base to assist Help Desk and other support personnel in providing competent, timely user assistance.
  • Maintain and route updates for SPK IT CCB approval to the current set of SPK Standard Operating Procedures (SOPs), ensuring that local procedures are only created and maintained when Enterprise procedures are not sufficient for unique local requirements.
  • Responsible for installation, testing, sustainment, and removal of all approved software utilized on SWFLANT's unclassified and classified IT systems in accordance with Local and Enterprise configuration management procedures.
  • Maintain and Manage SPK expendable hardware and software inventory.
  • Manage all software and ensure functionality is maintained.
  • Manage the maintenance and repair of all IT equipment.
  • Create and electronically provide a web based monthly newsletter discussing changes to, enhancements of, and customer tips for more effective use of SWFLANT IT applications and systems.
  • Provide "one-on-one" new-user orientation and training for end-users who are mastering desktop application functions, to include basic user training for all software in SWFLANT's approved application portfolio.
  • Manage and support mobile SSP/SWFLANT mobile devices.
  • Serve as property custodian and maintain management and control of government IT equipment.
  • Manage and support VTC and conference room hardware and software and multimedia systems.
  • Manage and track Printer /plotter toner inventory.
  • Manage, track, and audit the location of all hardware and Software.
  • Receive, tag, and record all new IT equipment.
  • Coordinate the disposal and transfer of IT equipment to SPK16 approved facilities.
  • Provide quarterly IT hardware additions, deletions, corrections, and changes by line item detail to SPK16.
  • Provide complete certified reconciled listing of all government controlled IT hardware and software to SPK16 andInformation Systems Security Manager/Information Assurance Manager (ISSM/IAM) for reporting purposes annually.
  • Provide Help desk functions include providing 1st level/ad hoc Assistance for Problem Resolution/Questions, and triage, referral and tracking of 2 nd and 3 rd level problems.
  • Provide end-user notification and follow-up to assure the SSP and SPK community that its requests are being handled in a professional and timely manner, including customer callbacks.
  • Publish customer notifications of scheduled or emergent system outages.
  • Develop and maintain Web-based Self-Help/FAQ based on recurring calls.
  • Provide traceability and inventory verification for Equipment Custody Transfers to include workstations, printers, government owned PEDs, scanners, and projectors in accordance with approved SWFLANT Property accounting procedures and following SPK16 guidelines for excessing non-repairable or obsolete items.
  • Manage and conduct a weekly status review with SPK16 and refer Out-of-Scope Calls/Tickets to SPK16.
  • Provide customer service satisfaction survey results to SPK16 monthly.
  • Provide monthly and instant database reporting to support SSP and SPK management and productivity assessments.
  • Create web-based newsletter for monthly CDRL.
  • Other duties as assigned

Qualifications
  • High School Diploma/GED required.
  • 5+ years of related work experience.
  • Cyber Security Workforce required security and operating system certification, or Government approved equivalent must be attained within six months of contract award date for existing personnel or six months from hire date for new personnel.
  • Must possess and maintain a valid U.S. Driver's License.
  • Must have a Secret clearance with the ability to obtain a Top Secret.

Knowledge, Skills and Abilities:
  • Obtain certification requirements, to include classes, credentialing, and continual certification as required (minimum level of Cybersecurity (CS) Category Code: 40, Specialty Area Code: 41, Proficiency Level: Intermediate/ Journeyman, per SECNAV M-5239.2, and IT Position Level IT-1, per SECNAV M-5510.30).
  • Working Knowledge of Microsoft Windows 10, Microsoft Windows Server 2019, CISCO Technology, CheckPoint Firewall R80.XX, and VMware preferred.
  • Ability to provide on-call support for critical services outside of normal working hours, adding any request to the SPK Help Desk database.
  • Thorough working knowledge of Microsoft Windows 10 environment.
  • Expert knowledge of PC/client repair and maintenance (hardware/software).
  • Possess strong leadership and customer service skills.
  • Must be well organized, and an effective communicator at multiple levels and able to grasp system concepts and communicate their applications.
  • Ability in learning new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time related constraints in a fast-paced environment.
  • Ability to travel up to 10% as requested.
  • #Chenega Analytic Business Solutions, LLC

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