Tier III Help Desk/Systems Administrator

CommIT Enterprises, Inc•Stafford, VA

About The Position

CommIT Enterprises, Inc. is seeking a Tier III Help Desk/Systems Administrator with demonstrated expertise supporting projects for the Department of Defense (DoD). This position will be responsible for providing subject matter expertise in Aviation Command and Control Systems (AC2S) and Air Battle Management (ABM) capabilities. The Tier III Help Desk/Systems Administrator will be responsible for providing first line technical support to DoD customers with questions regarding account administration, distribution/deployment of software and documentation, and problem entry via problem tracking tool. He/she should have knowledge of the software development life cycle, including system definition, development, design, analysis, control, integration, and administration. They should have knowledge and experience with Department of Defense (DoD)/Navy plans, policies, standards, and methods aimed at supporting engineering and integration efforts that are associated with the systems administration, software deployment, and security compliance of software builds for military systems. The requirements listed below are representative of the knowledge, skill and/or ability required. Established in 2001, CommIT is a Certified Veteran-Owned Small Business (CVOSB) providing innovative technical engineering and data science services. Our enterprise systems support includes the Department of Defense’s (DoD) GCSS-MC, TBMCS-MC, and the Department of Veteran’s Affairs’ (VA) telehealth communications. We offer acquisition management, systems engineering, Agile software development, cloud management, IT modernization, data analytics, cybersecurity, and training, including leading-edge DevSecOps, automated testing, and mobile application development.

Requirements

Associate degree or bachelor’s degree in computer science, information technology, or a related field; preferred.
Ten (10) years of professional experience, with eight (8) years of C2 or ABM specific experience.
Expert knowledge of Aviation Command and Control Systems (AC2S) and Air Battle Management (ABM) capabilities.
Ability to communicate effectively with both technical and non-technical stakeholders.
Strong problem-solving abilities.
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
Ability to translate requirements into non-technical, lay terms.
Secret Clearance

Nice To Haves

Sec+ certification

Responsibilities

Responds to end-user requests for technical assistance by phone, email, or ticketing system.
Act as a subject matter expert in problem and major incident resolution.
Perform advanced troubleshooting, root-cause analysis, and system integration for issues that require design changes, enhancements, or bug fixes.
Troubleshoots and resolves computer, application, system, device, access, or performance issues.
Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
Utilizes product information or solutions database to research, troubleshoot, and deliver solutions.
Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
Escalates problems to appropriate levels or teams to achieve issue resolution.
May support installs or upgrades of software or devices, set up user profiles, or reset passwords.
Fulfills all service level standards for response time and quality.
Works independently within established procedures associated with the specific job function.
Document and maintain current hardware and software maintenance support actions and licenses required to successfully provide operation, sustainment, and maintenance support to the system partners/external stakeholders
Processing Trouble Ticket for resolution based upon the classification