Help Desk Technician

2 weeks ago

Scott Air Force Base, United States cFocus Software Incorporated Full time
cFocus Software seeks a Help Desk Technician to join our program supporting USTRANSCOM at Scott Air Force base with remote capabilities. This position requires an active Secret clearance and must meet 8570 requirements. 

Qualifications: 
  • Bachelor’s Degree or equivalent experience in a computer, engineering, or science field. 
  • Active Secret Clearance 
  • 8570 Compliant (Security+ CE) 
  • 10+ years of Systems Administration experience 
  • 5+ years of experience with managing and performing account validation processes to support the Risk Management Framework (RMF) process. 
  • 5+ years of experience with GDSS Mobility or similar systems 
  • Experience Monitoring and Management of classified and unclassified GDSS Mobility Communication Services (MCS)  
  • 5+ years of experience supporting the USTRANSCOM directed GDSS migration to a commercial Cloud environment and utilize a DevSecOps paradigm. For Cloud Integration, provide functional expertise to support the integration into the Cloud. 
  • 5+ years of experience supporting GDSS applications installed on EFB devices to include user access to the application, user access to the GDSS EFB application, and user access and connection to a GDSS DB when the EFB device is connected to Wi-Fi and provide GDSS EFB application support. 
  • 5+ years of experience supporting GDSS PMO requested outputs, research, documents, demonstrations and other required artifacts to support the GDSS Federal Information System Controls Audit Manual (FISCAM) requirements and audit requests. 
Duties:  
  • Provide onsite all FHD services 24X7X365 at government provided facilities. 
  • Provide staffing to support 24X7X365 MAF C2 mission requirements. 
  • Provide system, application, and functional expertise to assist users with understanding the system, applications, and procedures necessary to accomplish the user’s tasks. 
  • Answer users’ calls and create, update, and track trouble tickets in the Computer Software Trouble Reporting System (CSTRS), a government provided ticket management system (e.g., Remedy)  
  • Troubleshoot issues and gather all details concerning the issue to ensure that the full impact is understand and the root cause can be identified. 
  • Establish and maintain communications with the affected user(s) to ensure that all solution impacts are fully understood. 
  • Provide and implement solutions to resolve identified issue(s). 
  • Validate that implemented solutions fully resolve identified issue(s). 
  • Interface, coordinate, and elevate CSTRS trouble tickets with appropriate points of contact to resolve problems or issues. 
  • Create, update, and maintain FHD procedures that standardize help desk actions and enable staff to quickly identify and resolve user problems and questions. 
  • Create, update, and maintain a backup ticketing process and procedure for use in a temporary CSTRS outage.  
  • Ensure that all FHD personnel on all shifts have access to and utilize FHD procedures. 
  • Ensure that FHD procedures are updated with each software release and contain current functional and operational information. 
  • Participate in issue troubleshooting calls, working the problem until resolution and ensure all associated CSTRS tickets are updated with fix actions. 
  • Track reoccurring application/software issues in the CSTRS and develop software problem reports for program review. 
  • Assist users in documenting requested software changes, using the Government Change Request process. 
  • Track CSTRS tickets and monitor them daily until closure. Provide GDSS PMO with weekly ticket report (A009). 
  • Create, maintain, and follow procedures and methods to identify the issue root cause and provide a resolution within 60 minutes from call for at least 90% of trouble calls. 
  • Provide Client Support Administrator (CSA) assistance in compliance with all government guidance, publications, directives, instructions, and policies where applicable for FHD equipment. 
  • Provide functional expertise within the GDSS application supporting the user community and the GDSS PMO.  
  • Manage and maintain user DD Form 2875s. 
  • Maintain a phone roster (A002) to be used for emergencies. 
  • Monitor GDSS cross domain (XDS) transactions low-to-high (L2H) and high-to-low (H2L)  
  • Document and elevate issues within the CSTRS.

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