D21 Production & Support Supervisor

Monaco Enterprises Inc•Spokane Valley, WA

1d•$82,000 - $85,000

About The Position

About Monaco Enterprises, Inc.: Since 1971, Monaco has been a leading designer, manufacturer and installer of premier life safety, asset protection and incident management solutions. The D21 is the server-based Central Receiving System / head end of Monaco’s incident management solution. Overall Purpose of Job: This is a working Supervisor position that is integral to the success of Monaco and its customer base. Oversee and actively manage and maintain the D21 Production & Support processes. Actively plan, coordinate, and direct system- and computer-related activities that determine the technology needs of Monaco’s Central Receiving System. Implement hardware- and software-related decisions to meet those needs. Lead and supervise other department members in their roles and functions in support of the D21 Production & Support processes. Provide support to Monaco’s production and installation teams as they assemble and install the D21 at customer sites and provide ongoing customer support.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience that includes at least 5 years in the IT field).
Minimum 4+ years of experience as a System Technician in a Windows Server environment.
Prior computer troubleshooting experience.
Strong knowledge of Windows 11/Server operating systems, Active Directory, and networking protocols
Experience with network security principles and practices
Proficiency in configuring and managing routers, switches, and firewalls
Experience with virtualization technologies (e.g., Hyper-V)
Excellent troubleshooting and problem-solving skills
Strong communication and interpersonal skills
Ability to effectively motivate and lead a team
Impeccable integrity. Completely trustworthy.
Comfortable setting, supervising and upholding expectations for team members.
Require minimal supervision.
Excellent verbal and written communication skills.
Self-starter with a high level of initiative and self motivation. Willingness to ask questions and seek guidance when necessary.
Strong analytical skills and problem solving skills.
Can operate effectively in periods of uncertainty and navigate ambiguity.
Can understand the value of high-level customer service, especially how it relates to the success of Monaco.
Readily and eagerly takes ownership of the role and its responsibilities.
Willing to take proactive responsibility for learning the necessary systems, applications, resources, and tools. Will take advantage of all available resources.
Must have understanding and aptitude for: general use of personal computers and Windows programs; word processing; spreadsheets; database programs; graphics programs; Windows OS installation and setup; installation and setup of auxiliary software and hardware components; network setup and configuration; software and hardware troubleshooting, communication (written and verbal); organizational skills; project management; ability to handle multiple tasks at one time; and learn new processes and software quickly.

Nice To Haves

Cybersecurity and script writing skills are preferred.
Fire Life Safety industry experience is a plus.
Experience operating in the Department of Defense environment (STIGs, DIACAP, RMF, etc.) is a plus.
Relevant certifications (e.g., CompTIA Network+, Security+, Microsoft Certified: Windows Server, CCNA) are a plus

Responsibilities

Lead and supervise department members as they fulfill the D21 production and support processes
Contribute to the implementation of Monaco’s vision and strategy through active participation in the new product development and feature enhancement processes
Regularly coordinate with and support other departments contributing to the fulfillment of the D21 provision to customers (Software Engineering, Hardware Engineering, System Support Group (SSG), Production, Sales & Customer Service, etc.)
Actively oversee, lead & supervise in D21 production: Install, configure, document, and maintain computer images for D21 Production while incorporating the latest government Security Technical Implementation Guides (STIGs) Analyze, log, track and resolve complex software/hardware anomalies pertaining to OS, networking connectivity, peripheral hardware, servers, and applications to meet business needs Create, document and maintain procedures for each piece of D21 equipment that Manufacturing has to configure Administer image file server Implement and manage server virtualization environments (e.g., Hyper-V). Troubleshoot anomalies and issues found in production and installation Monitor and oversee the D21 database, map and graphics conversion/creation Provide recommendations for how to refine and streamline the D21 production process
Actively oversee, lead & implement Risk Management Framework (RMF) / DIACAP requirements: Design, implement, document, and maintain the procedures and scripts to meet RMF requirements for all D21 computers Create registry scripts and instructions to apply STIGs Create thumb drives and checksheets for Monaco’s System Support Group’s use in performing SCAP tests on systems that are installed and maintained at customer sites Conduct regular SCAP scans, security assessments and vulnerability scans Respond to customer queries about RMF and assist in completing their documentation Coordinate the rollout of new Operating Systems within Monaco’s D21 environment Troubleshoot software and develop workarounds when STIGS break the operation of the D21 software (often on short notice) Apply security patches and updates promptly to D21 system images for use in production
Actively Oversee, Lead in Hardware and Software Equipment Selection (often on short notice): Specify new hardware and 3rd party software for customer orders as well as company initiatives and for product development Create new part numbers, bills of materials and handling procedures for new products Test and verify new hardware and software for compatibility and validity of use with the D21 system Create and document manufacturing procedures for new products Select replacement hardware for existing hardware that goes end-of-life
Other Department Responsibilities: Support the RMA & Warranty processes Troubleshoot/Test returned customer hardware Upgrade D21 Test Room with new hardware Escalation bridge between SSG and Engineering Occasional travel to customer sites to support system installations as required Maintain Monaco’s internal information network application Testing/QA Support for D21 Manufacturing Provide use cases and general support to Engineering for Next Gen D21 Documentation of setup and configuration of various of peripheral and ancillary systems As appropriate, lend expertise and experience to Monaco’s IT department and CMMC / Cybersecurity implementation Perform other duties as assigned