Overview Nisga'a CIOPS provides hands-on experienced services to civilian and DoD programs worldwide. Delivering highly skilled, cleared personnel who provide services on five continents for a portfolio of customers. Summary: The Information Technology Specialist shall provide Tier Two support for WADS IT requests and resolve technology issues in an expedient manner. WADS requires support for approximately for approximately 300 Network Users, 300 NIPR/SIPR workstations, 100 VoiP and VoSiP phones, 4 printers, and approximately 200 Video Teleconferencing events annually. Responsibilities Essential Job Functions: Shall take full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request. Shall assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process. As with any IT operations, changes to operations should be expected. As such, the Contractor shall support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements. Shall follow-up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction. Shall work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to 1 AF/A6 management and the COR no later than seven days of the event or issue. Shall establish and maintain data in the EADS error tracking database daily; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents. Shall engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users. Ensure 100% non-IT requests are properly routed to appropriate support organizations. Support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements. This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes. WADS CSTs shall review user paperwork to 100% accuracy and submit to WADS CFP for creation within 48 hours of initiation of new user documentation. Provide a full range of hands-on IT-related support functions. Shall be responsible for on-site support of computing devices (desktops, laptops, printers, etc.) and associated software. Shall configure, install, and troubleshoot approved laptops, desktops, printers, network- connected copiers, scanners, and other office IT equipment. Shall configure, install, and troubleshoot approved software elements including the operating system (OS). IAW government regulations. Maintain and upgrade software elements, including the OS. IAW government regulations. Troubleshoot software and hardware issues. Troubleshoot configuration problems. Assist users with application usage questions and concerns. Shall escalate hardware repair/replacement issues to WADS representatives within 12 hours, if applicable. Shall report to the WADS representative weekly, as specified by the government, on all performance expectations. Provide first-look capability for cryptographic equipment items. Contractor shall be able to perform operator functions on data encryption devices to include several models of KG and KIV units and secure voice systems to include STE, vIPer, DRSN, SVoIP and ECVoIP devices. Perform first-look maintenance activities on information systems. If unable to correct computer or network problems, coordinate with the help desk for further assistance. Support Air Defense System Integrator (ADSI), Joint Range Extension (JRE), Global Command & Control Systems, BCS-F and CBC2 systems and other mission systems as required. Provide user support and first-look capability for the A/V and Secure Video Teleconferencing Capacity (VTC) systems at the Western Air Defense Sector. Maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations. Shall meet these performance expectations: Route and/or assign trouble tickets within 24 hours the next business day. Complete assigned incident tickets no later than 30 days after creation. Escalate, within 24 hours, all tickets that will breach 30 days from creation. Ensure no more than 15% of all incident tickets in the backlog are more than 30 days old unless coordinated and approved by the Government. Be able to resolve 50% of issues during the initial engagement with users. Follow-up with users within 72 hours of issue closure. Qualifications Necessary Skills and Knowledge: Ability to analyze complex data and situations, and provide clear, actionable insights. Strong capability to identify problems, think critically, and implement effective solutions. Excellent verbal and written communication skills for conveying ideas clearly to both technical and non-technical audiences. Ability to manage multiple tasks, set priorities, and meet deadlines. Collaboration and Teamwork: Strong interpersonal skills and the ability to work effectively in teams or cross-functional environments. Proficiency with Microsoft Office Suite. Minimum Qualifications: Minimum 3 to 5 years of experience with installing and upgrading network infrastructure, software, security patches, and equipment via the use of management tools, i.e., Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM) and Active Directory Users and Computers (ADUC). Must be compliant with Department of Defense (DoD) Directive 8410 "Information Assurance Training (IAT), Certification, and Workforce Management," IAT Level II requirements to obtain privileged network access. US citizen Must have a Secret clearance The salary range for this position is $70,000 to $85,000 annually. Pay and Benefits At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.