Description of Task to be Performed:
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The Service Desk Officer is a Network Operations Center Watch Administrator position in support of a Government Solutions customer in the Northern Virginia area.Work is technical in nature providing Tier 1 support in a telephone and trouble ticket-oriented Service Desk in support of a customer's mission-oriented IT infrastructure.The Service Desk Officer monitors Network and Server Infrastructure, performs initial troubleshooting on LAN & WAN data telecommunications equipment plus the supporting applications and services.This requires Tier 1 troubleshooting and problem-solving using on-the-job experience, documentation, knowledge bases, and deployed network and IT management tools.Candidate will serve as liaison between the end users/customers and senior technical staff if problems are escalated.The Service Desk Officer processes routine customer work orders such as adding routes and adding system accounts.You will be part of a team that may need work schedule flexibility in support of a team providing on-site coverage of 5-day x 12 hours/day operations.Work will be performed on-site; no teleworking or hybrid work available.Required Qualifications:
- Education requirements are flexible depending on experience.
- The following skills/prerequisites are required:
- Excellent verbal (phone customer interaction) and written communication skills.
- Experience with general information technology.
- Willingness to work in Northern Virginia (west of Tysons Corner up to and including Dulles Airport Vicinity).
- Ability to work both as part of a team and independently.
- Must be 8570 compliant (IAT Level 2) by date of security indoctrination with any necessary Computing Environment (CE) for certification.
- Technical Requirements:
- Working knowledge of:
- Linux (ability to issue commands and write small scripts).
- Active Directory (ability to manage users - create, modify, apply Advanced Windows commands).
- Basic understanding of network infrastructure, concepts, and troubleshooting (e.g., LAN/WAN, IPs, pinging, etc).
- The ability to use Office 365 to create reports and spreadsheets.
- Certification:
- 8570 Compliance (IAT Level II).
- 8570 Compliance (IAT Level II) approved baseline certifications:
- Security+ CE (preferred).
- CCNA-Security.
- CySA+.
- GICSP.
- GSEC.
- CND.
- SSCP.
- Clearance:
- Minimum: TS/SCI, will sponsor CI Poly if minimum requirements met.
- Preferred: TS/SCI (crossover eligible) with CI Poly.
Preferred Qualifications:
- Experience with WAN/LAN/Networking Technologies.
- Experience with MS Windows, Linux, or Solaris Administration.
- Experience with LAN Cabling (CAT5, Fiber, Ethernet, etc.).
- Experience using SolarWinds or other IT Management systems.
- Experience using ServiceNow or other ticket-tracking systems.
- Desired Experience with one or more of the following:
- DoD or Intelligence Community service - Experience working with Defense Intelligence Agency (DIA).
- Experience installing, managing, and updating applications and services hosted on Linux servers.
- Experience working with cross-domain solutions.
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