Service Center Technician II

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.

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

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.

• 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 maintain an awareness of all reported issues that can potentially affect DOI/IA services. Notification systems / software will include Service Center Ticket System, voicemail, email status reports, intranet and other means of customer notification. Should the Service Center Technician require additional assistance in determining nature of a call, work directly with the Federal Functional Lead for support. For the Incident Resolution Activities, open an Incident Ticket in the Ticketing System for every customer contact and attempt to respond to any customer inquiry or IT incident.
• Shall determine and document the scope, impact, and urgency of the problem based on DIO documentation. Shall comply with Service Center Severity levels and response time.
• Shall apply temporary fixes where appropriate while permanent solutions are developed. For Incident Tickets closed on initial call, review the original problem description and resolution to ensure they appropriately match. If the customer reported the original problem incorrectly, the problem description shall be changed to match the resolution. Incident Tickets that cannot be resolved on the initial contact, with or without the help of outside assistance, shall be assigned to the appropriate support queue for further assistance.
• Shall communicate to the customer the direction the resolution efforts are going and give the customer the Ticket number to allow them to follow-up on any progress made. Should…