Communications Technician with Security Clearance

3 weeks ago

Peterson Air Force Base, United States Apex Systems Full time
Journeyman Comm Tech
Location: Peterson SFB, Colorado Springs, CO
Onsite requirements: Onsite Project Scope: Provide 24/7 support and subject matter expertise, apply knowledge on IT operating systems and all IT service requirements. Must have skills/experience/certs and/or technologies:
High school diploma or equivalent and 3+ years of prior relevant experience.
2+ years of experience in a Service Desk environment.
Must hold an active Top Secret security clearance with ability to obtain Top Secret/SCI clearance.
Must hold current DoD 8570 IAT II Certification.
Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
Experience using an ITSM tool to drive service delivery and performance.
Proven leadership skills with the ability to coach team members.
Able to effectively influence and develop strong relationships with key stakeholders.
Excellent written and oral communication, including the ability to confidently present to all levels of management. Formal Job Description:
Provide subject matter expertise, apply knowledge on IT operating systems and all IT service requirements.
Oversee, monitor, and report on Service Desk performance (manage the operation of the Service Desk phone and tracking systems, manage incoming user calls or requests, log incidents and service requests, review incoming incidents and service requests, research and provide resolutions to user problems, escalate incidents and requests to appropriate personnel).
Develop and implement procedures that support the execution of Service Desk activities, to include process flows, defining roles and responsibilities, knowledge base articles, and reporting schema to enable the establishment of appropriate touch points and engagements.
Identify and implement opportunities for performance improvement of hardware, software, and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices.
Employ continual improvement processes to effectively measure and enhance Service Desk performance, productivity, knowledge and profitability based on Service Desk performance metrics.
Maintain Service Level Agreements (SLAs).
Establish/enforce KPI metrics, reports and goals that are aligned with the long-term strategic direction to facilitate the overall customer mission.
Evaluate IT tickets to determine the solution and ensure all actions taken to resolve tickets are well documented in the IT ticketing system.
Work with IT support team resources to ensure proper processes are created and followed to inform, track and, support our customers.
Communicate with Government customers, internal customers, team members, and management regularly during all aspects of Service Desk operations and ongoing technical issues.
Track and analyze trends in Service Desk requests and generate statistical reports.
Identify problems and implement solutions, including recommending and developing customer training programs to increase computer literacy and self-sufficiency.
Develop and disseminate help sheets, usage guides, and FAQ lists for internal stakeholders.
Provide thorough triaging of tickets by liaising with other IT teams.
Provide written and oral communications, make recommendations for improving documentation.
Provide recommendations on issues/problems identified and reported in trend analysis.

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