IT Technician
InstantServe LLC, Kittery, ME, United States
Duties:
The IT Technicians (ITTs) shall provide intermediate (Tier 2) technical assistance, support and advice to customers and users. This support will cover minor hardware, for example keyboard and common access card (CAC) reader hardware failures, software and systems problems.
The ITTs shall respond to walk-in customers as well as to telephone calls, service tickets, and e-mail messages from customers seeking resolution of computer problems.
The ITTs shall analyze the problem to determine if the problem is with the network, a system, an application, or the user's workstation.
Troubleshoot, identify, and diagnose root cause; restore technical service and equipment. Troubleshoot issues and gather enough information to assist the Tier 2 technician when the ticket needs to be escalated.
Image computers and complete configuration with the customer.
Respond to security alerts and mitigate vulnerabilities.
Develop detailed technical documentation related to software installation and complex troubleshooting procedures for IT staff and How-To guides for customers.
The ITTs shall create a ticket and work with the customer to resolve the problem (providing step-by-step instructions), if possible.
If the problem cannot be resolved, the contractor shall redirect unresolved issues to the next level of support.
Provide feedback on processes and make recommendations on areas to improve.
ITTs shall have the ability to multi-task and change priorities.
ITT shall be able to troubleshoot using different diagnostic techniques to include items listed below:
Determine network functionality/availability (NMCI/Legacy/reach back) using a general understanding of networks and application tools such as "Ping".
Determine shared resource functionality (NMCI/Legacy/reach back) i.e. network attached drives and print services.
Determine application functionality (Corporate/Non-corporate) i.e. web function, Citrix terminal server, database or database server function and e-mail.
Determine user computer account status: (Legacy/Citrix, NMCI, NNPI, MSE, and other assigned Applications) i.e. locked, expired and time restriction.
Assist: (Legacy/Citrix, NMCI, NNPI) including password change/reset, user account manipulation, shared resource connection, printer connection and user redirection to NMCI National Helpdesk.
Understand basic PC functionality (Hardware, Software, Virus/Malware, Windows policy, Security Policy)
ITTs shall execute file permission requests, to include applying appropriate permissions and creating folders on network shares, drives and systems.
ITTs shall create user active directory accounts following the locally defined account creation process.
Qualification:
The ITTs shall have a minimum of four (4) years of information technology experience such as analyzing, designing, programming, and/or maintaining computer security applications, hardware, telecommunications, or network infrastructure equipment or technical support in information technology.
One year of network level server management and support experience.
Installing and maintaining Microsoft Windows 10 operating systems.
Installing and maintaining Microsoft Office Suite 365.
Patch/familiar with Goverlan, SCCM, Avanti.
Performing system administration (i.e. managing and resolving problems in network access, performance, patches, and upgrades).
Installing and configuring application software on a computer workstation.
After onboarding the ITTs will be issued a Cyber IT/Cybersecurity Workforce (CSWF) designation letter from the Information Systems Security Manager (ISSM). The ITTs must sign and adhere to the CSWF designation letter.
The ITTs will be issued an Information Systems (IS) Privileged Access Agreement (PAA) and Acknowledgement of Responsibilities form from the ISSM. The contractor personnel must sign and adhere to the IS PAA and Acknowledgement of Responsibilities form.
The ITTs must have (at a minimum) one of the Baseline Cyber IT Certifications prior to the onboarding at PNS as identified as Specialty Area 41, Intermediate/Journeyman Baseline certification, referenced in the Cybersecurity workforce manuals SECNAV M-5239.2 and DoD 8750.01M. IA requirements are contained in the 5239.2 Appendix 4 Specialty Area 41 table at the bottom of this section.
The IT Technicians (ITTs) shall provide intermediate (Tier 2) technical assistance, support and advice to customers and users. This support will cover minor hardware, for example keyboard and common access card (CAC) reader hardware failures, software and systems problems.
The ITTs shall respond to walk-in customers as well as to telephone calls, service tickets, and e-mail messages from customers seeking resolution of computer problems.
The ITTs shall analyze the problem to determine if the problem is with the network, a system, an application, or the user's workstation.
Troubleshoot, identify, and diagnose root cause; restore technical service and equipment. Troubleshoot issues and gather enough information to assist the Tier 2 technician when the ticket needs to be escalated.
Image computers and complete configuration with the customer.
Respond to security alerts and mitigate vulnerabilities.
Develop detailed technical documentation related to software installation and complex troubleshooting procedures for IT staff and How-To guides for customers.
The ITTs shall create a ticket and work with the customer to resolve the problem (providing step-by-step instructions), if possible.
If the problem cannot be resolved, the contractor shall redirect unresolved issues to the next level of support.
Provide feedback on processes and make recommendations on areas to improve.
ITTs shall have the ability to multi-task and change priorities.
ITT shall be able to troubleshoot using different diagnostic techniques to include items listed below:
Determine network functionality/availability (NMCI/Legacy/reach back) using a general understanding of networks and application tools such as "Ping".
Determine shared resource functionality (NMCI/Legacy/reach back) i.e. network attached drives and print services.
Determine application functionality (Corporate/Non-corporate) i.e. web function, Citrix terminal server, database or database server function and e-mail.
Determine user computer account status: (Legacy/Citrix, NMCI, NNPI, MSE, and other assigned Applications) i.e. locked, expired and time restriction.
Assist: (Legacy/Citrix, NMCI, NNPI) including password change/reset, user account manipulation, shared resource connection, printer connection and user redirection to NMCI National Helpdesk.
Understand basic PC functionality (Hardware, Software, Virus/Malware, Windows policy, Security Policy)
ITTs shall execute file permission requests, to include applying appropriate permissions and creating folders on network shares, drives and systems.
ITTs shall create user active directory accounts following the locally defined account creation process.
Qualification:
The ITTs shall have a minimum of four (4) years of information technology experience such as analyzing, designing, programming, and/or maintaining computer security applications, hardware, telecommunications, or network infrastructure equipment or technical support in information technology.
One year of network level server management and support experience.
Installing and maintaining Microsoft Windows 10 operating systems.
Installing and maintaining Microsoft Office Suite 365.
Patch/familiar with Goverlan, SCCM, Avanti.
Performing system administration (i.e. managing and resolving problems in network access, performance, patches, and upgrades).
Installing and configuring application software on a computer workstation.
After onboarding the ITTs will be issued a Cyber IT/Cybersecurity Workforce (CSWF) designation letter from the Information Systems Security Manager (ISSM). The ITTs must sign and adhere to the CSWF designation letter.
The ITTs will be issued an Information Systems (IS) Privileged Access Agreement (PAA) and Acknowledgement of Responsibilities form from the ISSM. The contractor personnel must sign and adhere to the IS PAA and Acknowledgement of Responsibilities form.
The ITTs must have (at a minimum) one of the Baseline Cyber IT Certifications prior to the onboarding at PNS as identified as Specialty Area 41, Intermediate/Journeyman Baseline certification, referenced in the Cybersecurity workforce manuals SECNAV M-5239.2 and DoD 8750.01M. IA requirements are contained in the 5239.2 Appendix 4 Specialty Area 41 table at the bottom of this section.