SecureView Tier 1-2 Support Specialist

Description

Nex Gen Data Systems is seeking three on-site Secure View Tier 1-2 Support Specialists to provide direct user, terminal, access, connectivity, and operational support for the DLA Secure View environment.

Secure View enables authorized users to access SIPRNet from approved on-site or residential locations using customized workstations, wireless access points, CAC readers, VPN connectivity, and associated security controls. These specialists will support end-user terminals, Service Now tickets, access problems, residential deployment requirements, and coordination across DLA security, LAN, WAN, and firewall organizations.

• Provide on-site Tier 1 and Tier 2 support for Secure View users and end-user terminals.
• Install, connect, configure, test, and troubleshoot customized Secure View workstations, wireless access points, CAC readers, and peripheral components.
• Respond to Service Now incidents, tickets, tasks, and user-support requests.
• Troubleshoot terminal startup, CAC authentication, password, account access, VPN, network connectivity, peripheral, and basic application issues.
• Monitor Secure View access and assist authorized users with approved remote or residential configurations.
• Support preparation and processing of Secure View user agreements and residential-use documentation.
• Coordinate issues with DLA security, LAN, WAN, firewall, system administration, network, and cybersecurity personnel.
• Escalate complex operating system, infrastructure, network integration, configuration, or security problems to Tier 3 personnel.
• Maintain accurate Service Now work notes, troubleshooting records, equipment information, user communications, and closure documentation.
• Support deployment, replacement, inventory, return, and accountability of Secure View terminal components.
• Participate in 24x7 after-hours support when required to maintain continuity of operations.
• Assist with Secure View training, user guidance, standard procedures, and frequently asked questions.
• Support transition-out by providing shoulder-to-shoulder training, terminal inventories, troubleshooting procedures, and user-support documentation.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Place of Performance:
  Full-time on-site support at DLA Information Operations, Columbus, Ohio, or another Government-approved Secure View support location.
• Clearance Required:
  
  Active Department of Defense Secret clearance required.
• Investigation / Position Sensitivity:
  Critical Sensitive / IT-I position requiring a favourable Tier 5 investigation.
• Required DoD 8140
  
  Qualification:
  
  Must meet applicable DoD 8140 requirements before receiving access.
• Privileged Access
  
  Qualification:
  
  IAT Level II or IAT Level III certification and CE Administrator qualification required when privileged access is assigned.
• Required Experience:
  
  Minimum six years of progressive information processing or information technology support experience.
• Specialized
  
  Experience:
  
  At least three years supporting enterprise hardware and software solutions.
• Hands-On
  
  Experience:
  
  At least two years installing, troubleshooting, diagnosing, and training customers on hardware and software.
• Required Desktop Support
  
  Experience:
  
  Experience supporting workstations, CAC readers, wireless access points, VPN connectivity, user accounts, passwords, peripherals, and enterprise ticketing systems.
• Required Service Now
  
  Experience:
  
  Experience documenting, updating, escalating, and closing user-support incidents and requests.
• Required…