Senior Help Desk Manager Honolulu

 

Job Description:

We will provide Command, Control, Communications, Computers and Information Management (C4IM) Service and Support for Mission Support Command (MSC).  With C4IM capabilities provide architecture and engineering of the MSC C4IM networks and associated systems. The C4IM service and support requirements consists of installing, operating, administering, and maintaining various network management and security monitoring systems, operating systems, and network application systems installed, maintained, monitored and/or coordinated on multiple networks PLWN, Korea LandWarNet (KLWN), Army Reserve Network (ARNET), and Retention/ Education/ Family (REF). We will extend ARNET, manage/administer PLWN and coordinate KLWN for all USAR units including Active Component (AC) units located at remote international sites. We will provide TIER II support and manage/administer ARNET for all Multi-Compo and USAR units within a certain area. We will adhere to Department of Defense Architectural Framework (DoDAF), Department of the Army (DA) and local command regulations, policies, standards and guidelines. The Contractor shall perform necessary tasks which fall into these broad functional areas: Architecture, Multi-domain Network Interoperability, Engineering, Integration, Installation, Testing, Program/Project Management, C4IM systems, Web Development Service Support, Cyber Security, COMSEC support, Telephone/VOIP, and Frequency/SATCOM Management. These broad areas do not represent sequential steps and may over-lap during execution.

 

Specific Responsibilities Include:

Operate a customer service ITIL-based help desk to support approximately 2,097 users and 1,877 workstations/ laptops throughout the 9th MSC and USAR Pacific. The customer service help desk availability is on call 24/7/365, but will be staffed 0800-1700 Monday through Friday (excluding Federal holidays) at locations indicated at PWS section 1.6.3 as required per COR approval. Weekend availability Saturday and Sunday is required upon request to support local and remote site assistance and will be staffed 0730-1630 at locations indicated at PWS section 1.6.3 as required per COR approval. Systems and user problems shall be reported via an online help desk system and may also be received via e-mail, telephone and/or walk-in basis. Average time for resolution of service orders shall be no more than 48 hours. Trouble tickets or service orders which cannot be resolved in 48 hours shall be reported to the COR identifying reason for delay, mitigation plan, and projected completion date. Help

Desk personnel shall provide expert Tier-1 and Tier-2 C4IM system and network troubleshooting service,

Authorized Service Interruption (ASI) management, and security incident response. Document service delivery procedures in Technical Support SOP. Help Desk efforts include but not limited to the following:

  • Receive, delegate, manage, respond to and resolve user service requests.

  • Create/manage user accounts in active directory.

  • Create/manage workstation accounts in active directory.

  • Image and configure new and existing workstations, as required.

  • Install/configure software.

  • Support Life-Cycle Management – IOM workstations at multiple locations.

  • Submit customer satisfaction survey after completion of work for final trouble-ticket close-out.

  • Submit weekly trouble ticket status reports to Chief, NETOPS and the COR.

  • The contractor shall maintain a centralized database in Altiris for the Government to track and manage: trouble tickets categorized by routine, emergency, and GO service orders, configuration baselines on existing systems, warranty information, logs of each task, mean times between failures (MTBF), and life cycle management of the equipment. The contents of this database shall be provided on a monthly basis to the Government.

  • Password and Designs – The contractor shall provide a copy of all design, schematics, and passwords to the COR and shall forfeit all items to the same upon completion of the contract. Passwords must be controlled and handled by approximately indoctrinated personnel IAW DoD 269.

Required Education, Skills, and Experience:

  • 8+ years of experience providing IT support services, troubleshooting both hardware and software, utilizing tiered Help Desk approach, work ticket tracking solutions (Altiris Help Desk, Remedy). Extensive help desk personnel management experience ensuring high service level agreement (SLA). Experience in troubleshooting in mixed environments (SIPR, NIPR, CENTRIX, STAMIS, etc.), servers, mobile devices, A/V equipment, Active Directory. Extensive working knowledge of OS delivery methods (Altiris DS, SCCM, etc.), USARC specific applications servers (RCAS, RLAS, DMO), and troubleshooting command specific applications (ITRS, iPerms, DTS)

  • IAT Level II

Preferred Education, Skills, and Experience:

  • Experience in DISA, USARPAC, and USARC IT Tiered support services

  • Extensive knowledge of Altiris Help desk Solution, Altiris Deployment Solution, and Altiris Software Delivery

Requirements:

  • Currently have an active Secret Clearance

  • Be Flexible

  • Ability to travel as needed

 

Job Type
Full-Time Regular
Location
Honolulu HI