System Support Specialist

Gnostech•San Diego, CA

5d•Onsite

About The Position

Gnostech is seeking a skilled System Support Specialist to support the Navy and Marine Corps (NAVWAR/NIWC Pacific) Meteorology and Oceanography (METOC) In-Service Engineering (ISEA) Program. This role provides technical sustainment, distance and on-site support, and proactive systems support for fielded METOC systems and Foreign Military Sales (FMS) equipment. The System Support Specialist works as part of a small team, frequently interfacing with Fleet and Fleet Marine Force (FMF) end users, Service Delivery Managers, and engineering staff to keep fielded systems operationally capable worldwide.

Requirements

Experience in systems administration, technical/help-desk support, or field service support for DoD or C4ISR systems.
Working knowledge of both Windows and Linux operating environments.
Ability to obtain required CSWF/IAT certification if assigned tasks touch software/system security work.
Ability and willingness to travel both domestically and internationally.
Must be a U.S. citizen and possess or be eligible to obtain a U.S. government security clearance.
Active DoD Secret clearance required at time of hire (or ability to obtain, per contract security requirements).

Nice To Haves

Prior Navy/NAVWAR or METOC systems experience.
Familiarity with SAILOR, ITSM, or CASREP/SCRAT systems.
Experience supporting shipboard installations or fleet modernization events.
Strong written communication skills for ticket documentation, status reports, and after-action reports.

Responsibilities

Provide Tier 1, Tier 2, and Tier 3 distance technical support via phone, VTC, email, chat, or other unclassified or classified remote means, systematically troubleshooting system issues to diagnose the root cause and documenting all troubleshooting steps and results in the incident ticket.
Provide on-site technical assistance to system end users at worldwide locations to identify and isolate problems, inspect and repair systems and equipment, perform system checkout, and return systems to a fully operational state.
Maintain accounts (ITSM, NAVWAR CASREP SCRAT, SAILOR, SIPR Token, Chat, Intelink) and document all troubleshooting steps and results in the incident/trouble ticket for every system or equipment failure.
Provide proactive engagement with the customer based on data-driven tripwires that facilitate early indication of system/service instability, including performing data analytics functions such as analyzing Big Data, data mining, and identifying data sets needed for analytics.
Provide informal training and conduct on-the-job (OJT) and supplemental classroom operator and maintenance training, including operator refresher training, for Fleet and Fleet Marine Force (FMF) sites.
Provide on-site support for the execution of field changes, including preparation of in-brief and out-brief to both ship and shore station personnel.
Interact with Service Delivery Managers (SDMs) and all CB-ISEA team members necessary to effectively resolve issues, documenting all efforts related to the task in the trouble ticket.
Travel to worldwide DoD ashore and afloat facilities and platforms, including CONUS/OCONUS destinations and at-sea periods, as required by tasking.