Customer Technical Spec

The position supports and manages the responsibilities of the successful completion of all issues and customers needs related to the client platform. This position manages the functionality and efficiency of the tools and services on all deployed domains. The responsibility of this position include:

• Understand all the different systems that are monitored in the help desk and the Tier level responsibilities for the systems.
• Provide IT Service Management functions and first level troubleshooting to all customers.
• Use procedures to perform identification, troubleshooting, and diagnosis of failures and restore system capability to operations.
• Analyze, diagnose, and isolate failures to systems.
• Collect data for proper escalation and resolution by Tier 2/3.
• Perform network management services to include: monitoring network device health and status, monitoring network performance and utilization optimization.
• Perform OS monitoring, Commercial of the Shelf (COTS) software monitoring, custom software monitoring, resource memory allocation, etc.
• Perform modifications to authorized user lists, user profiles, and file system maintenance.
• Understand all NGA processes and document work accurately and effectively through the use of a ticketing system.
• Document/report all findings.
• Understand the Program Service Level Agreements (SLA) to ensure proper completion of work within timelines.
• Manage account requests and provide account management responsibilities for personnel on numerous systems.
• Know all functional leads and technicians for all the managed systems by the program.
• Understand local site command and hierarchy.
• Know POC’s for systems that the Program does not have responsibility for.
• Interface with customers and government officials.
• Participates in special projects as required.

• Bachelor Degree or higher in a related technical or military discipline, or the equivalent combination of education, professional training, or work/military experience

• US Citizenship and a DOD clearance TS/SCI

Desired Skills and Experience:

• Experience with different databases, including working knowledge of SQL, relational data stores.
• Creating pages in markdown focusing on a web-based documentation dissemination.
• Knowledge and use of GitLab for creating, uploading, and updating webpages to support portal updates.
• Manage documentation repository and records following proper naming conventions and portal uploading procedures.
• Experience with JIRA and Confluence.