Responsibilities
- Resolve and satisfy communications and IT issues and requirements to include support for all base users and/or devices.
- Respond to all customer calls and tickets for support with the objective of resolving 75% or more of the calls/tickets on first contact.
- Respond to NIPR and SIPR customer support requests in a professional and courteous manner.
- Create tickets (incident and/or work orders) for NIPR and SIPR issues received via telephone, web portal, and/or email and document tickets in detail through the Automated Information System (AIS).
- Use Government provided remote-support software tools to access customer end devices to resolve and/or complete customer tickets.
- Participate in the development, administration, and maintenance of a knowledge database work management support tool by writing and verifying knowledge articles, as required.
- Analyze and determine software and/or hardware configurations.
- Identify trends, create mater tickets for outages, and ensure the Communications Focal Point (CFP) has situational awareness.
- Other duties assigned by supervisor/manager or the contract.
Benefits
- Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
- Matching 401K
- Short- and Long-Term Disability
- Pet Insurance
- Professional Development/Education Reimbursement
- Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas
Work Arrangement
On-site
Additional Information
- Active Security clearance (Secret or higher) required.
- Position involves support for NIPR and SIPR networks.
- Use of Government provided remote-support software tools required.
- Duties, responsibilities and activities may change at any time with or without notice.
