Information Technology Support (wads)

Recruiters please do NOT contact Advent Services

  

A leader in supporting clients in technically demanding industries, Advent's capabilities and services promote innovation & empower our partners to manage risk, protect the information, and achieve organizational objectives. We are proud of our ability to support mission-critical systems in every phase of their lifecycle to ensure our nation’s forces can accomplish their mission.

This position is contingent upon contract award

Position: Information Technology Support (WADS)

Location: Joint Base Lewis-McChord supporting Western Air Defense Sector (WADS)

Mandatory Qualifications:

• Must at minimum have an active Secret Level Security Clearance.

• A minimum of 3 to 5 years of experience with installing and upgrading network infrastructure, software, security patches, and equipment via the use of management tools, i.e., Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM) and Active Directory Users and Computers (ADUC).

• Must be compliant with Department of Defense (DoD) Directive 8410 “Information Assurance Training (IAT), Certification, and Workforce Management,” IAT Level II requirements to obtain privileged network access.

Responsibilities:

• The contractor shall provide Tier Two support for WADS IT requests and resolve technology issues in an expedient manner. WADS requires support for approximately for approximately 300 Network Users, 300 NIPR/SIPR workstations, 100 VoiP and VoSiP phones, 4 printers, and approximately 200 Video Teleconferencing events annually..

• The contractor shall take full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request.

• The contractor shall assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process.

• As with any IT operations, changes to operations should be expected. As such, the Contractor shall support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.

• The contractor shall follow-up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction.

• The contractor shall work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to WADS management and the COR no later than seven days of the event or issue.

• The contractor shall establish and maintain data in the WADS error tracking database daily; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.

• The contractor shall engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users.

• The contractor shall ensure 100% non-IT requests are properly routed to appropriate support organizations.

• The contractor shall support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements.

• This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes.

• WADS CSTs shall review user paperwork to 100% accuracy and submit to WADS CFP for creation within 48 hours of initiation of new user documentation.

• The contractor shall provide a full range of hands-on IT-related support functions.

• The contractor shall be responsible for on-site support of computing devices (desktops, laptops, printers, etc.) and associated software.

• The contractor shall configure, install, and troubleshoot approved laptops, desktops, printers, network- connected copiers, scanners, and other office IT equipment.

• The contractor shall configure, install, and troubleshoot approved software elements including the operating system (OS). IAW government regulations.

• The contractor shall maintain and upgrade software elements, including the OS. IAW government regulations.

• The contractor shall troubleshoot software and hardware issues.

• The contractor shall troubleshoot configuration problems.

• The contractor shall assist users with application usage questions and concerns.

• The contractor shall escalate hardware repair/replacement issues to WADS representatives within 12 hours, if applicable.

• The contractor shall report to the WADS representative weekly, as specified by the government, on all performance expectations.

• 9.1.18 The contractor shall provide first-look capability for cryptographic equipment items. Contractor shall be able to perform operator functions on data encryption devices to include several models of KG and KIV units and secure voice systems to include STE, vIPer, DRSN, SVoIP and ECVoIP devices.

• The contractor shall perform first-look maintenance activities on information systems. If unable to correct computer or network problems, coordinate with the help desk for further assistance. Support Air Defense System Integrator (ADSI), Joint Range Extension (JRE), Global Command & Control Systems, BCS-F and CBC2 systems and other mission systems as required.

• The contractor shall provide user support and first-look capability for the A/V and Secure Video Teleconferencing Capacity (VTC) systems at the Western Air Defense Sector.

• The contractor shall maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations.

• The contractor shall meet these performance expectations:

• Route and/or assign trouble tickets within 24 hours the next business day.

• Complete assigned incident tickets no later than 30 days after creation.

• Escalate, within 24 hours, all tickets that will breach 30 days from creation.

• Ensure no more than 15% of all incident tickets in the backlog are more than 30 days old unless coordinated and approved by the Government.

• Be able to resolve 50% of issues during the initial engagement with users.

• Follow-up with users within 72 hours of issue closure.

Advent’s benefits program includes comprehensive medical, dental and vision care, matching 401K, vacation time, sick time, life insurance, disability coverage, and other benefits that help provide financial protection for you and your family.

Advent is an Equal Opportunity Employer. Employment decisions are not based on race, color, religion, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state or local laws.