Helpdesk Support (Senior) (NCR) - Agil3 Technology Solutions (A3T)

• Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.  This includes all OMC TJ and OCA
• Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization.
• Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation.
• Provide O&M support for desktop, laptop, and mobile information systems is all security domains. Note that you will maintain and manage the SAP system devices and their secure holding devices fat this location.
• Image information systems using the government-provided operating system image.
• Participate in the planning and implementation of all initiatives for improving IT systems and domains.  You will be the subject matter expert for all TJ/OCA operations, processes and IT device requirements for the J6 and the IT Team.
• Provide onboarding and provisioning support of new accounts and IT devices; and access removal and materiel return for users departing the organization.
• Submit tickets for all reported incidents, work orders, and service requests. Assist end users with ticket submission and resolution as assigned or accountable.
• As required, provide surge support to NSGB for Users participating in court hearings, trial activities, and other events.
• Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
• Facilitate mapping and troubleshooting user access to shared network resources.
• Support computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
• Support software requests, installation, and troubleshooting IAW established policies and procedures.
• Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processes.
  • Provide PKI Trusted Agent (TA) support; this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
• Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting.
• Submit port activation requests, connectivity, and trouble ticket submission.
• Troubleshoot all information system hardware line replaceable units (LRU).
• Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices.
• Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery, and setup of IT assets throughout NSGB and the NCR will require the contractor to use Government vehicles and to sign an indemnity agreement.
• As requested, provide desk-side training to the end user for standard software and equipment issues. Desk-side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web-based IT training.
• Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
• Government-provided tools include, but are not limited to, the following:

• Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support delivered.
• Utilize ITIL best practices to enhance and optimize the services provided to end users.
• Use the enterprise knowledge base and knowledge management systems (Sharepoint).
• Coordinate with J6 support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods.
• Resolve customer issues effectively or escalate them to appropriate support tiers.
• Work with management in assessing staff performance/reviews/changes.
• Assist in the professional and technical development of the team
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.

• Shall possess a TOP SECRET w/ SCI Eligible security clearance
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

• Bachelor's in engineering, Computer Science, or other related fields.
• Bachelor's with 6-8 years of experience, or a master's with 4-6 years of experience.
• Required Certifications:
  • DoD8570.01M IAT Level II (one of the following):
    • CCNA Security,
    • CySA,
    • GICSP,
    • GSEC,
    • SSCP,
    • CND, or
    • Security CE
• Preferred Certification:
  • HDI, A, ITIL, MCSA/MCSE or related certifications relevant to this position’s roles/responsibilities
  • DoD8570.01M IAT Level III (one of the following):
    • CASP CE
    • CCNP Security
    • CISA
    • CISSP (or Assoiciate)
    • GCED
    • GCIH
    • CCSP
    •  VCP (VMware Certified Professional – Data Center Virtualization or End User Computing)

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weights up to 50 pounds

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)

It is the policy of A3T to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations.

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