Dayton, OH - Contract - Posted May 12, 2021
CREEK TECHNOLOGIES is seeking a full time, on-site Service Desk/Accounts Management/Software Administration 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.
• Provide Service Desk support 24 hours a day for 365 days per year and be the single point of contact for all IT related issues for both internal and external customers. • Updates in tickets in accordance with NASIC/SC policy and resolve all tickets to meet NASIC/SC Service Level expectations • Provide local registration authority (LRA) for SIPRNet tokens and JWICS PKIs. • Remote Support: provide remote diagnosis/resolution of end-user requests/problems in a customer service oriented, team environment • Touch maintenance • Perform monitoring (network, system, environmental) of multiple data centers/facilities utilizing a variety of scripts, web-pages, and commercial applications to include notification of subject matter expert (SME) for restoral • Interface with external IT support agencies • Responsible for all media virus scanning as well as data transfer from various forms of media to include but are not limited to hard drives and CDs •Utilize the NASIC trouble ticket tracking system (currently Microsoft System Center Service Manager with plans to migrate to ServiceNow) to track all requests for installation and disposition services •Equipment to be installed and maintained includes but is not limited to Dell and HP Windows/Linux desktop computers (to include other AFWAY desktops and workstations), and various Linux workstations (to include Red Hat Enterprise Linux) •Perform as alternate NPC (or primary NPC) to handle the transfer of equipment if the Government NPC is not available, adhering to NASIC policies and procedures for all equipment transactions
• IAT II Cert (CCNA Security, CySA+ (aka CSA+), GICSP, GSEC, Security+ CE, CND, SSCP) • ITIL Foundations • ITIL Intermediate, Managing Professional, Expert, or Strategic Leader (Preferred)
• 10 years of related service desk and technical experience and a minimum of 7 years of service desk management experience in government contracting.
Must be able to obtain and maintain a DoD Secret Security Clearance required
Commensurate with education and experience.
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