DUTIES: Provide day-to-day Tier I support to the customers of the Naval War College to include telephonic and in-person assistance for a wide range of IT incidents. Opens, transfers, and closes incident tickets to the standards of the department within a timely fashion. Must have experience with Windows networks, VDI architecture, IOS, and be able to communicate effectively within an educational environment to customers and peers within the department. This position works to provide first class information technology service and support resources by promoting a positive image of the service support branch, delivering results, and providing management with key performance indicators. Incumbent acts as a knowledge expert and functional area support team member to understand customer needs and business processes to provide better service and specialized support. Needs to be able to lift PCs, printers, and other hardware devices when required. The hours of the IRD Service Desk is 0700-1700 Monday through Friday and will need to be manned within those set hours.
QUALIFICATIONS:
a. Two (2) years’ experience in the support of a large customer base for day-to-day Information Technology operations. May substitute experience for education on a year-for-year if applicable.
b. Operating environment certification and security platform certification relevant to position.
c. Incumbent shall possess an extensive knowledge of operating systems, application software, network infrastructure, network protocols, and be familiar with best practices as defined in the Information Technology Infrastructure Library (ITIL) standards.
d. The incumbent shall be experienced in use of automated tools to track problem resolution and to perform trend analysis to identify issues which affect network and system architectures. Incumbent shall be able to setup, configure, maintain and operate service monitoring databases, and be able to extrapolate trend data in order to provide situational awareness to leadership on trends and emerging problems.
e. Demonstrated knowledge in the methods and practices for troubleshooting, recovering, adjusting, modifying and improving IT systems.
f. Possess good oral and written communications skills in order to write user functional documentation, business rules documentation, standard operating procedures, and other user policy documentation.
g. Possess a working knowledge and application of Information Security (IS) and security operational characteristics for a variety of computer platforms, networks, software application and Oss.
h. Demonstrated knowledge of operating systems, application software, network infrastructure, network protocols, and be familiar with best practices as defined by Information Technology Infrastructure Library (ITIL) standards.
i. Valid Secret Security Clearance
Summit Technologies, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. VEVRAA Federal Contractor. Summit Technologies, Inc. gives preference to protected veterans.
Position descriptions serve as a guideline and may not be construed as a guarantee of employment. Summit Technologies, Inc. is an at-will organization.