Service Center Technician Security Clearance

Position: Service Center Technician I with Security Clearance
Overview Goldbelt Nighthawk offers sound solutions in software development and both defensive and proactive cybersecurity. Nighthawk offers an integrated, holistic cybersecurity workforce that is enthusiastic, continuously learning, and progressive. The team is fully committed to implementing dynamic cybersecurity solutions that effectively address the needs of customers. Nighthawk's flexibility and expertise across the cybersecurity field provides customized solutions to our customer's unique needs.

Summary:

The Service Center Technician I 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 without escalation to other service groups. The Service Center Technician handles Tier 1 IT technical support requests, manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution, while maintaining favorable customer relations by handling requests in a tactful and professional manner.

The goal for this group is to handle 60% to 70% of the user problems before escalating the issue to a higher tier. Preference will be given to Alaska Native and/or American Indian applicants. Responsibilities

Essential Job Functions:

* Provide initial support level for basic customer issues by gathering the customer information and to determine the issue by analyzing the symptoms and figuring out the underlying problem. Identifying what the customer is trying to accomplish is important for a technician to analyze so that time is not wasted on attempting to solve a symptom instead of a problem.

* Provide troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, and assisting with navigating application menus.
* 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.
* 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.

* 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.
* 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 the Service Center Technician require…