Help Desk Tier 2 Support (Active Secret Clearance required)

CompQsoft, Inc.•Kittery, ME

14h•$75,000 - $85,000•Onsite

About The Position

Provide Tier 2 level IT support and help desk ticket resolution for the US Navy, SUBMEPP client. This role requires an Active Secret security clearance and an IAT Level II certification. The position is full-time with benefits and involves resolving a wide range of IT issues, including NMCI/Nautilus operations, application connectivity, server reach back, and various network configurations. Responsibilities include documenting incidents, creating knowledge base articles, meeting service level metrics, and supporting account modifications. The role also involves imaging computer systems, performing re-imaging, data backup and restore, software installation, and managing user workspace setups. Additionally, it includes support for packaging, testing, installation, and maintenance of software packages, managing specific seat configurations, troubleshooting hardware and software issues, and creating media for distribution. The position requires monitoring system logs and automated systems for outages and incidents, maintaining system availability metrics, and performing application-level maintenance. Emergent response outside of normal working hours may be required due to the 24/7 availability needs of SUBMEPP Information Systems. The role also involves monitoring NMCI/Nautilus service level agreements, performing Customer Technical Representative (CTR) functions, preparing certification documentation, and supporting printing services and inventory management.

Requirements

Active Secret security clearance required.
Any IAT Level II certification.
Provide Tier 2 level IT support and help desk ticket resolution.
Resolve all issues elevated from Tier 1 support to include NMCI/Nautilus operations, applications connectivity, server reach back, B1/B2/B3 boundaries and 403M/host file/Proxy Auto Configuration/Proxy changes.
Document incidents, actions taken, and outcomes using the SUBMEPP ticket tracking system.
Ticket notes shall reflect the precise changes that occurred in the business system(s) or network, regardless of outcomes.
Create and publish Knowledge Base articles to Local Area Network (LAN), or SUBMEPP Knowledge Base system when applicable.
Prior to trouble tickets being escalated exhaust all available resources.
Meet SUBMEPP established service level metrics detailed in the Service Level Agreement for call response, technical support, and customer service.
Analyze and resolve help desk tickets IAW Service / Support Level Agreement in Section
Support and resolve all Flank Speed account and license modification, network account, and application account modification requests to include but not limited to, account creation, configuration, deletions, and modifications.
Image computer systems, which includes but is not limited to desktop, laptop, tablet, and thin client computers with SUBMEPP system images.
Perform computer re-imaging, facilitate users with backing up data to allocated network storage, restore, and install software applications.
Complete required documentation for any changes to infrastructure or applications supported.
Manage NMCI/Nautilus New User Account Orientation, and setup of user workspace computer systems with monitor(s), keyboard, mouse, printers, or any other approved external peripheral IAW GFI
Perform support for packaging, testing, installation, and maintenance of approved software packages to client systems.
Manage and configure Science and Technology seats, and dual desktops, and Microsoft Managed Devices (Nautilus Endpoint Devices).
Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals.
Create SUBMEPP product physical and virtual media) for distribution IAW GFI
Review application logs and monitor automated systems daily for SUBMEPP IT system outages, user access rejections, violations, alerts, or identified incidents, and enter service tickets as necessary.
Monitor daily incidents affecting users, initiate incident response tickets and resolve or escalate.
Keep and maintain system availability metrics and include in Weekly Status Report.
Perform application-level maintenance and add, moves and changes of user accounts.
Due to the 24/7 availability requirements of SUBMEPP Information Systems in support of Navy Enterprise customers across the globe, emergent response outside of normal working hours may be required by personnel to ensure continued operations. Response outside of normal working hours is unlikely, but possible.
Monitor NMCI/Nautilus service level agreements IAW GFI for all support tickets e.g. to move/add/change (MAC) actions via NMCI/Nautilus and SUBMEPP ticketing systems.
Perform NMCI/Nautilus Customer Technical Representative (CTR) functions as defined on NMCI Homeport website or Nautilus equivalent.
Prepare pre-certification application packaging documentation for Hardware Certification, Software Certification, Software Distribution, and Software Transition Information.
Prepare statements of objectives or Requirements Award Program Tool actions for various NMCI/Nautilus contract line-item numbers (CLIN) purchased through the NMCI support contract or equivalent.
Support NMCI/Nautilus printing, resolve printer issues, provide planning to support changes and provide inventory and track the status of printer supplies as supplies are consumed or replenished.
Track and maintain all GFE transactions via provided inventory tracking application.
To include M365 licenses within Flank Speed to include users and software.
Coordinate and execute training of new NMCI, or Microsoft released features for Tier 1 Help Desk.

Responsibilities

Provide Tier 2 level IT support and help desk ticket resolution.
Resolve all issues elevated from Tier 1 support, including NMCI/Nautilus operations, applications connectivity, server reach back, B1/B2/B3 boundaries, and 403M/host file/Proxy Auto Configuration/Proxy changes.
Document incidents, actions taken, and outcomes using the SUBMEPP ticket tracking system.
Create and publish Knowledge Base articles to Local Area Network (LAN), or SUBMEPP Knowledge Base system when applicable.
Exhaust all available resources prior to trouble tickets being escalated.
Meet SUBMEPP established service level metrics for call response, technical support, and customer service.
Analyze and resolve help desk tickets IAW Service / Support Level Agreement.
Support and resolve all Flank Speed account and license modification, network account, and application account modification requests (creation, configuration, deletions, modifications).
Image computer systems, including desktop, laptop, tablet, and thin client computers with SUBMEPP system images.
Perform computer re-imaging, facilitate users with backing up data to allocated network storage, restore, and install software applications.
Complete required documentation for any changes to infrastructure or applications supported.
Manage NMCI/Nautilus New User Account Orientation, and setup of user workspace computer systems with peripherals.
Perform support for packaging, testing, installation, and maintenance of approved software packages to client systems.
Manage and configure Science and Technology seats, dual desktops, and Microsoft Managed Devices (Nautilus Endpoint Devices).
Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals.
Create SUBMEPP product physical and virtual media for distribution.
Review application logs and monitor automated systems daily for IT system outages, user access rejections, violations, alerts, or identified incidents, and enter service tickets as necessary.
Monitor daily incidents affecting users, initiate incident response tickets and resolve or escalate.
Keep and maintain system availability metrics and include in Weekly Status Report.
Perform application-level maintenance and add, moves and changes of user accounts.
Respond to emergent issues outside of normal working hours if required to ensure continued operations.
Monitor NMCI/Nautilus service level agreements for all support tickets (MAC actions) via NMCI/Nautilus and SUBMEPP ticketing systems.
Perform NMCI/Nautilus Customer Technical Representative (CTR) functions.
Prepare pre-certification application packaging documentation for Hardware Certification, Software Certification, Software Distribution, and Software Transition Information.
Prepare statements of objectives or Requirements Award Program Tool actions for various NMCI/Nautilus contract line-item numbers (CLIN).
Support NMCI/Nautilus printing, resolve printer issues, provide planning to support changes, and provide inventory and track the status of printer supplies.
Track and maintain all GFE transactions via provided inventory tracking application.
Manage M365 licenses within Flank Speed, including users and software.
Coordinate and execute training of new NMCI, or Microsoft released features for Tier 1 Help Desk.