Opening: GSP Service Desk/Workspace Deployment and Disposition Services Team Lead

Dayton, OH - Contract - Posted May 12, 2021

Summary

CREEK TECHNOLOGIES is seeking a full time, on-site GSP Service Desk/Workspace Deployment and Disposition Services Team Lead in support of the National Air & Space Intelligence Center (NASIC), located in Dayton, Ohio (Wright Patt). The successful candidate will be responsible for overseeing the day-to-day activities of GSP service-desk operations to ensure users and business teams receive the support they require. Working closely with internal and/or client leadership and the PM, the Service Desk Lead provides technical oversight, direct accountability for service desk performance, and supports the planning, implementation, tracking, and successful performance of the service desk and projects of moderate risk and complexity. The Service Desk Lead is also responsible for the standard framework and process for the IT Infrastructure Library (ITIL) environment, and a clearly defined set of internal processes and policies controls operations and guides the activities of individual agents. The Service Desk Lead is responsible not only for the definition of these processes and policies but also their adoption and conformance.

Responsibilities

• Follow the written and verbal instructions provided by the COR/CCOR, Coordinate corrective action required by outside/parent agencies as required • Be responsible for monitoring, opening, assigning, updating and closing help desk tickets • Troubleshoot assigned tickets using GSP Standard Operating Procedures (SOP’s) • Provide administrative support for GSP Networks to include granting/revoking network access and file permissions; performing file/directory restorations; installation of desktop software as required • Provide account management as outlined in the GSP Accounts Management SOP, to include GSP network account creation, modification, deletion, folder permission, maintenance, resetting account passwords, unlocking accounts and other account management tasks as assigned from GSP IT Support team. • Provide desktop support at the customer’s location as required; desktop support includes Windows and Unix/Linux workstations and mobile computing (i.e. laptops and tablets) • Use enterprise monitoring solutions to monitor and support various networks, systems, and services (E.g. SolarWinds, Zenoss) • Perform documented Tier I and II system assessments and/or remediation as outlined in or GSP service desk standard operating procedures (SOP). • Interact with other team members and back office (Level II/III) personnel to determine corrective action • Replace workstations with like systems and reload all applicable user applications • Coordinate with other service providers such as hardware technicians and software administrators when additional level II2 or level III 3 support is required • Follow GSP procedures to notify personnel of facility/system alarms to dispatch maintenance individuals • Follow backup/restoration Standard Operating Procedures (Veritas Netbackup) • Provide Trusted Agent (TA) PKI support as requested for GSP mission networks • Provide daily network status reports to GSP Operations team • Install desktop software as required following GSP installation procedures • Provide DTA/bulk data transfers service for GSP information technology support teams between Tungsten, Zinc, Cornerstone-Secret, Cornerstone-Top Secret, NIPRnet and cloud environments • Provide weekly functional area reports summarizing work accomplished, work planned in next week and important issues occurring during the week • Install/maintain/repair/remove Windows/Linux workstations and servers • Install/maintain/repair/remove scanners, fax machines, network printers, multifunction devices, copiers, other devices • Maintain architectural diagrams and shall document all installations/changes in accordance with NASIC/GSP guidance • Provide and maintain IT hardware/software/software license management inventory and accountability support in accordance with GSP prescribed practices/SOPs with minimal supervision • Develop, maintain and execute preventative maintenance scheduling for GSP IT Systems • Resolve assigned tickets using Standard Operating Procedures (SOP’s) • Provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month

Qualifications

• Information Assurance Technical (IAT) Level II

Education

Bachelor’s degree or equivalent experience

Experience

• 10 years of related service desk and technical experience and a minimum of 7 years of service desk management experience in government contracting

Clearance

Must be able to obtain and maintain a DoD Secret Security Clearance required

Salary Range

Commensurate with education and experience.

Anticipated Start Date

Upon award of contract.

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