Major Incident Response Technician

Responsibilities and Qualifications

RESPONSIBILITIES

The Major Incident Response Technician is accountable for the full lifecycle of incident management.

• Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.
• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
• Incident Management:
  Proactively identify and classify major IT incidents and events by leveraging data from various AFNCR work centers and monitoring tools.
• Triage & Coordination:
  Serve as the primary point of contact for triaging newly identified issues, orchestrating a swift and effective response by engaging all necessary internal and external resolution teams.
• Incident Communication:
  Establish and facilitate troubleshooting conference bridges, ensuring seamless coordination between technical teams. Maintain clear and consistent communication with all stakeholders, including government leadership, providing timely status updates from inception to resolution.
• Situational Awareness:
  Maintain a comprehensive understanding of incident status and operational impact, disseminating critical information through the appropriate Government communication and command structures. Problem Resolution Drive the investigation and resolution process for all incidents. Collaborate with the problem management team to perform root cause analysis and track corrective actions to prevent future occurrences.

REQUIRED QUALIFICATIONS

• Active Secret clearance.
• Active CompTIA Security+ certification.
• An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, business/finance, or an applicable training certificate from an accredited training institution.
• Education and experience requirements may be substituted with: 1.) A bachelor’s degree (in subjects described above) and 4 years' general experience of which at least 2 years must be specialized experience. 2.) No degree and 8 years' general experience of which at least 6 years is specialized experience.
• 5+ years’ relevant experience, of which at least 3 years must be specialized. Specialized experience includes knowledge of PC operating systems, e.g., DOS, Windows, as well as networking and mail standards and work on a help desk. General experience includes information systems development and other work in the client/server field, or related fields.
• A minimum of 2 years' work experience within a Department of Defense (DoD) environment.
• A strong, foundational understanding of network equipment, architecture, and capabilities.
• Exceptional written and oral communication skills, with a proven ability to brief stakeholders and articulate complex technical situations clearly while maintaining a positive customer service attitude.
• Demonstrated ability to multitask effectively and perform decisively under pressure in a fast-paced operational setting.

We are seeking a Major Incident Response Technician to join our team supporting at Joint Base Andrews, MD. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites.

The major support areas required are IT Operations and Maintenance;
Plans, Projects, and Engineering and National Military…