Vectrus Information Systems Operations Specialist in Romania
Front line customer service help desk support with responsibilities for immediately responding to and resolving computer, printer, and network issues. Customers contact the help desk in person, by phone, using Remedy, ITSM or sending emails. This position involves a high degree of snap decision making and detailed task management to ensure all work orders not resolved at the help desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.
MAJOR JOB ACTIVITIES:
Information Systems Operations Specialist will provide Tier I and II customer support to all network users. This includes troubleshooting all government approved software as specified by 5th Signal Command to include designated operating systems and office productivity suites. Support will include hardware troubleshooting to include all aspects of computer workstations, peripheral devices, printers, scanners, monitors, and plug in devices. Efforts will also include receiving, reviewing analyzing job requests submitted by users, determining production requirements, conferring with users concerning scheduling as needed, monitoring jobs in process to insure proper completion, and opening and closing Remedy/ITSM tickets, identifying and troubleshooting problems, initiating corrective actions as required. Will operates all types, sizes and configurations of computer processors, including peripheral equipment such as consoles, terminals, disc drives, tape drives, laser printers, file and print servers, HDSL modems, UPS equipment and other equipment. Completes standard file recovery procedures when files are lost due to system failures or malfunctions; documents equipment or network malfunctions and problems and actions taken. Perform other duties and responsibilities as assigned.Be able to perform cable plant troubleshooting and installation to include, CAT 5/6, RJ-11, RJ-45 termination, and basic fiber optic troubleshooting procedures. Perform configuration and troubleshooting of Cisco/Brocade routers and switches in an Enterprise environment. Perform troubleshooting of Cisco VoIP telephone systems; and must be familiar with Cisco Call Manager functions. Perform configuration and troubleshooting of multipoint TACLANE encryption networks and devices. (KG-175 series) Must be familiar with COMSEC key material handling procedures and perform as a COMSEC Hand Receipt Holder as detailed in TB 380-41, and associated Army regulations. Must be able to coordinate with Information Assurance personnel to assist in DoD network accreditation efforts, and assist in the remediation of IA deficiencies.
Performs other duties and assignments as required.
MATERIAL & EQUIPMENT DIRECTLY USED:
COMSEC Devices (TACLANE)
Simple Key Loader
Networked Printer/copier/scanner; configuration & troubleshooting
Cisco/Brocade Routers and switches; configuration & troubleshooting
Cisco VoIP Telephones, troubleshooting
ARS Remedy/ITSM Trouble Ticket handling
Microsoft SCCM Client troubleshooting
Microsoft SharePoint user troubleshooting
VMPS Administration-Cisco Port Security Interface
Print Queue/Server Management
Microsoft OS Windows 7 & 10; Server 2008/2012, familiarity with the Army Gold Master is preferred.
Microsoft Office 2010, 2013, 365
NESSUS/ACAS Vulnerability Scanner
DISA’s STIG Vulnerability mitigation/DIACAP/ICAN processes
WORKING ENVIRONMENT/PHYSICAL ACTIVITIES:
Must be able to lift/push/pull 40 lbs.
Office environment in a forward deployed location.Work environment will also be very hot or cold and have other weather extremes due to conditions within the region.Personnel will also be required to sit and talk on the phone for long periods of time.
Education/Certifications : One year related experience may be substituted for one year of education, if degree is required.
High school diploma or equivalent.Graduate of military or technical courses in the field of Information Technology.
A certification as a Microsoft Certified Professional (MCP) is desirable, as well as a working knowledge of Microsoft Office 2010/2013/365 software as well as the applications used in the Army Gold Master. (ActivClient, DB WebSign, etc.)Candidates MUST be currently qualified under AR 25-2 and DoD Instruction 8750 for elevated privilidges on DoD/Army Networks. A current CompTIA Security (CE ) certificate that has been obtained in the last 24 months,and a Network CompTIA certification are required. A current ISC2 CISSP or CompTIA CASP (CE ) Certification in good standing may be substituted for the Security certification. Certifications are subject to submission for validation before an interview. A Cisco CCNA certification is desired.
Must have a valid driver’s license. An International Drivers License is desired.
Should have minimum of three years of experience in a high traffic help desk environment Excellent customer service skills are mandatory.
SECURITY CLEARANCE: SECRET, based off aSinge Scope Background Investigation, (SSBI) or its renewal. Subject to validation at, or before an interview.
Title: Information Systems Operations Specialist
Requisition ID: OPM000057
Clearance Level required at Start Date: Secret with SSBI
Travel: Yes, 5 % of the Time
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran