Service Center Technician II Security Clearance

Position: Service Center Technician II with Security Clearance
Overview Nisga'a CIOPS delivers cleared professionals to support civilian and DoD customers worldwide across intelligence support, cyber/defensive cyber operations, IT O&M, infrastructure modernization, training, and logistics.

Summary:

The Service Center Technician shall perform professional Service Center/call center services to DOI/IA users and log all Incidents in the Service Center Ticketing System. The goal of the DOI/IA Service Center is to address all IT issues and resolve as many incidents as possible without escalation to other service groups. The Service Center Technician II handles Tier 2 IT technical support requests for a broad internal user base.

The Service Center Technician II shall manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution. The Service Center Technician II shall be the primary agent for the accountability of the customer's vast IT hardware resources. The Service Center Technician II shall provide reports for technical support activity, property accountability, and event schedules.

The Service Center Technician II shall maintain meeting, training, and conference room schedules while coordinating technical support for each room. This is a more in-depth technical support level than Tier I and contains experienced and more knowledgeable personnel on a particular product or service. Tier II is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods.

Technicians in this realm of knowledge are responsible for assisting Tier I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. However, prior to the troubleshooting process, the Tier II technician should review the work order to see what the Tier 1 technician already accomplished and how long the technician has been working with the customer.

This is a key element in meeting both the PC and business needs as it allows the technician to prioritize the troubleshooting process and properly manage time. If a problem is new or if personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier III technical support group. This may include but is not limited to onsite installations or replacing various hardware components, software repair, diagnostic testing, and utilizing remote control tools used to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem.

Preference will be given to Alaska Native and/or American Indian applicants. Responsibilities

Essential Job Functions:

* Receive and respond to customer telephone calls concerning general inquiries, "How To" assistance, or specific problems regarding any OIMT function defined within the performance work statement.
* Shall accept and process all customer Incident, Problem, and Change Tickets.
* Shall assist customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software to include commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer procedural issues. Whole site outages, intermittent connectivity and network response degradation issues shall be escalated in accordance with documented ticket escalation procedures.
* Shall continuously take proactive steps to reduce ticket escalations by adapting new trends, and changes to customer support requirements. All calls, faxes, and emails shall be documented in Service Center Ticket System. Incidents shall be resolved to the customers' satisfaction as indicated on Closing of Tickets procedures.
* Shall keep the customer informed during the troubleshooting and resolution period until the ticket is closed For Monitor Problem Notifications, review and monitor all network status messaging systems and software in place to determine current system AND network status.
* Shall…