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.

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, managing and documenting customer support issues, remediation, and customer satisfaction using a structured system for task resolution.

The Service Center Technician II is the primary agent for the accountability of the customer's vast IT hardware resources, provides reports for technical support activity, property accountability, and event schedules, and maintains 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 assist Tier I personnel in solving basic technical problems and investigate elevated issues by confirming the validity of the problem and seeking known solutions.

The Tier II technician reviews work orders to see what Tier I has accomplished and how long the technician has been working with the customer, a key element in meeting both PC and business needs. If a problem is new or cannot be solved, they raise the issue to the Tier III technical support group. This may include onsite installations, hardware component replacements, software repair, diagnostic testing, and remote control tools used to troubleshoot and find solutions.

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

• 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.
• Accept and process all customer Incident, Problem, and Change Tickets.
• Assist customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software, 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 escalation procedures.
• 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.
• 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 to determine current system and network status.
• Maintain awareness of all reported issues that can potentially affect DOI/IA services. Notification systems and software include Service Center Ticket System, voicemail, email status reports, intranet, and other means of customer notification. If additional assistance is required in determining the nature of a call, work directly with the Federal Functional Lead for support. For the Incident Resolution Activities, open an Incident Ticket for every customer contact and attempt to respond to any customer inquiry or IT incident.
• Determine and document the scope, impact, and urgency of the problem based on DIO documentation.…