Information Technology Specialist II

Overview

Please note that this position is contingent upon the successful award of a contract currently under bid.

Nisga'a CIOPS provides hands‑on experienced services to civilian and DoD programs worldwide. Delivering highly skilled, cleared personnel who provide services on five continents for a portfolio of customers.

Summary:

The Information Technology Specialist shall provide Tier Two support for the 101 ACOMS IT requests and resolve technology issues in an expedient manner. This capability shall provide support to 1 AF Executive Communications (EXEC COMMS) and the 601 AOC. The EXEC COMMS section provides IT Support to fifty (50) Senior 1 AF personnel. The 601 AOC requires support for approximately 100 NIPR/SIPR workstations, 20 printers, 10 VoIP/VoSiP phones and 60 mobile devices.

Essential Job Functions:

• shall take full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request.
• shall assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process.
• As with any IT operations, changes to operations should be expected. As such, the Contractor shall support projects associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.
• shall follow‑up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction.
• shall work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to 101 ACOMS management and the COR no later than seven days of the event or issue.
• shall establish and maintain data in the 101 ACOMS error tracking database daily; document workarounds and generate known error sub‑processes to facilitate quicker diagnosis and resolution for future incidents.
• shall engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users.
• shall ensure 100% non‑IT requests are properly routed to appropriate support organizations.
• shall support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements.
• This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes.
• CSTs shall review user paperwork to 100% accuracy and submit to 101 ACOMS CFP for creation within 48 hours of initiation of new user documentation.
• Provide a full range of hands‑on IT‑related support functions.
• shall be responsible for on‑site support of computing devices (desktops, laptops, printers, etc.) and associated software.
• shall configure, install, and troubleshoot approved laptops, desktops, printers, network‑connected copiers, scanners, and other office IT equipment.
• shall configure, install, and troubleshoot approved software elements including the operating system (OS). IAW government regulations.
• Maintain and upgrade software elements, including the OS. IAW government regulations.
• shall troubleshoot software and hardware issues.
• shall troubleshoot configuration problems.
• Assist users with application usage questions and concerns.
• shall escalate hardware repair/replacement issues to 101 ACOMS representatives within 12 hours, if applicable.
• shall report to the 101 ACOMS representative weekly, as specified by the government, on all performance expectations.
• Maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations.
• shall have the capability to interact with Senior Leadership (Colonel/Civilian Equivalent - Lieutenant General).
• shall meet these performance expectations:
  • Route and/or assign trouble…