Help Desk Analyst JWICS
AT&T - Quantico, VA
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1306800

Description

The contractor shall provide help desk support for desktop computers, applications, and related technology. This desktop support will assist MCNOSC S2 with Joint Worldwide Intelligence Communications System (JWICS), a higher level network and act as an interface with Marine Corps Base Quantico G-6, Marine Corps Cyberspace Command (MARFORCYBER) G-6, Marine Corps Intelligence Activity (MCIA) Chief Information Officer (CIO), and Marine Corps Information Operations Center (MCIOC) S-6 on the communication plan and requirements in reference to the JWICS network (circuits, IP requirements, equipment, software, maintenance, costs). The contractor’s support includes specifications, installation and testing of computer systems and peripherals within the ITIL version 3 framework established guidelines. The contractor shall maintain and test network file servers and network printers. The contractor shall use its experience with Microsoft Windows and Office applications as well as other commercial off the shelf applications such as Adobe Acrobat, Internet Explorer and Oracle Java plug-ins to provide JWICS help desk support. Contractor support tasks may also include imaging machines with the latest Operating System. The contractor will not require a JWICS account; but will act as a liaison with Marine Corps Intelligence Activity (MCIA) network support. The contractor shall provide the following JWICS help desk services: - Provide help desk support to over 650 Marine Corps Network and Security Center’s local area network on any desktop related problems, installation of software and service requests on the unclassified and classified network. - Ensure a judicious process through which problems are controlled, this includes problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 3 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing IT systems. - Identify, research, and resolve technical problems as related to the user workstations, software and other related user equipment, such as BlackBerries. - Respond to service requests as assigned via Remedy, telephone calls, email, and direct personnel requests for technical support. - Document, track, and monitor problems to ensure a timely resolution as defined in the ITIL version 3 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing IT systems. - Provide second-tier support to end users for either PC, server, or mainframe applications or hardware. - Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem. - Simulate and recreate user problems to resolve operating difficulties - Recommend systems modifications to reduce user problems. - Support up to 20 users of the JWICS. - Interact with Marine Corps Intelligence Activity (MCIA) network services, software systems engineering, and applications development to restore service and identify and correct core problem. The following certifications are required for the JWICS Help Desk Support: - Security +; Microsoft Certified Desktop Support Technician (MCDST) (preferred but not required); - Operating systems certification (Windows XP, Vista or 7); Network +, A+ (preferred but not required); - 8570 level Information Assurance Technician (IAT) Level 2.

TS/SCI Clearance Required

Job

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IT / Engineering / Technology

AT&T - 14 months ago - save job - block
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