Operations Support (Tier III)

Knowesis Inc.

5d • Hybrid

About The Position

Knowesis is seeking an Operations Support (Tier III) professional to join their team and provide support to the Department of Defense Office of Inspector General (DoD OIG) Information Technology Support Services (ITSS) Bridge contract. This role involves providing operational support for OIG IT systems, including monitoring, incident response, maintenance, patching, and compliance on both unclassified and classified networks. The position requires a strong understanding of configuration management, STIGs, and OIG processes, as well as the ability to document incidents, manage IT systems, and coordinate with various teams for system redesigns and issue resolution. The ideal candidate will be adept at troubleshooting, remediating outages, and creating standard OIG images for workstations. They will also work as part of IT project teams, monitor logs, coordinate equipment repair, and support backup and restoration services. Implementation of DoD security enhancements like PKI and managing DoD certificates are key responsibilities. Collaboration with Tier I and Tier II support and meeting OIG service level metrics are also essential. Travel within the Continental United States (CONUS) and the National Capital Region (NCR) may be required.

Requirements

• Bachelor's degree from an accredited university in computer science, information systems, information technology, or a related technical field
• Minimum of 5 years of experience in IT operations, systems administration, or related technical support roles
• Experience with configuration management, patch management, and change management processes
• Experience with monitoring, incident response, and troubleshooting IT systems and infrastructure
• Experience with virtualization platforms (VMware) and remote administration tools
• Knowledge of Department of Defense Security Technical Implementation Guides (STIGs) and compliance requirements
• Experience with Public Key Infrastructure (PKI) and DoD certificate management
• Experience with backup and restoration services
• Strong documentation skills and ability to create Standard Operating Procedures (SOPs) and knowledge base articles
• Experience working in a government or DoD environment
• Ability to work effectively as part of a team and collaborate with multiple stakeholders
• Strong analytical and problem-solving skills
• Secret security clearance
• United States Citizenship without the need for sponsorship

Nice To Haves

• Information Assurance Technician (IAT) Level I certification in accordance with DoD 8570.01-M guidance (Security Plus, GIAC Security Essentials Certification (GSEC), Certified Ethical Hacker (CEH), or similar)
• Information Technology Infrastructure Library (ITIL) certification
• Experience with Microsoft Active Directory, Exchange, SharePoint, and System Center Configuration Manager (SCCM)
• Experience with Splunk, McAfee Host-Based Security System (HBSS), or similar security tools
• Experience supporting both unclassified and classified networks (NIPRNet, SIPRNet, JWICS)
• Experience with ticketing systems (BMC Footprints or similar)
• Master's degree in computer science, information systems, information technology, or related technical field
• Current Top Secret security clearance

Responsibilities

• Provide operational support of Office of Inspector General (OIG) Information Technology (IT) systems, including monitoring, incident response, maintenance, patching, and compliance on the Unclassified (Non-classified Internet Protocol Router Network) and Classified (Secret Internet Protocol Router Network) networks
• Provide configuration management support by testing, deploying, and maintaining all OIG-approved software and applying Security Technical Implementation Guides (STIGs), updates, and patches following established OIG processes and within designated timelines
• Follow all OIG change management and engineering review processes and ensure changes are completed according to the project and release manager schedule
• Document incidents using the OIG ticket tracking system and create and publish knowledge base articles for government approval when applicable
• Operate, maintain, and optimize all production IT systems for devices such as printers, scanners, copiers, and fax devices
• Coordinate with engineering and developers for system redesigns and submit recommendations to the OIG Enterprise Architect (EA) and Project Management Office (PMO)
• Identify, troubleshoot, remediate, and document system outages and perform after-action reviews (AAR) for all system outages
• Utilize desktop remote tools to analyze and resolve enterprise issues and outages
• Create, test, and prepare for deploying the standard OIG images for all OIG workstations
• Work as part of IT project teams and perform related tasks as assigned
• Monitor logs and automated systems for OIG IT system outages and incidents, and initiate incident response procedures
• Coordinate equipment repair and services for all agency imaging (printing, scanning, copying, and fax devices), monitor automated systems that report status, needs, and usage trends on a regular basis, and take action as needed
• Monitor and analyze usage of all OIG print devices and make recommendations to maximize efficiency and decrease print costs
• Maintain existing and, when required, create new Standard Operating Procedures (SOPs) in support of operations
• Support back-up and restoration services utilizing the OIG backup systems, including changing tapes and maintaining the tape library
• Implement Department of Defense (DoD) security enhancements, such as Public Key Infrastructure (PKI), to all assigned systems
• Assign System Administrators responsible for requesting, installing, and maintaining DoD certificates on IT systems
• Implement DoD-trained Registration Authorities, Local Registration Authorities, and Key Recovery Agents to manage the organization's PKI program by approving, suspending, recovering, and revoking DoD certificates
• Coordinate with Tier I and Tier II support for all system, development, and software changes impacting end user support, and update help desk SOPs as appropriate
• Utilize VMware console or desktop remote admin tools to analyze and resolve workstation and server issues
• Meet OIG established service level metrics and performance standards

Benefits

• Health (Preferred Provider Organization (PPO) & High Deductible Health Plan (HDHP) Insurance
• Dental
• Vision
• Short-Term Disability (STD) & Long-Term Disability (LTD)
• Basic Life Insurance
• 401k Company Match, & Voluntary Products

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level