Job Title:
SecureView Client Support Technician

Company Description
Smarthost Design Technologies (SHD Technologies) is an SBA 8(a)-certified small business and a leader in providing fast, reliable, highly responsive, onsite, client focus and cost-effective technology solution to commercial, and government customers; helping them solve their daily technology challenges. We provide Services oriented Project Management, Help Desk Support, Manage IT Services, Network Administration and Design, Cyber Security Solutions, Big Data Analytics, Database Administration, Backup & Disaster Recover Solutions and Cloud Computing solution. As fast-growing IT leader in the industry, this opportunity is here for you to grow, and be part of the best in class, where there are no limits but room to grow with us as a company. We invite to join us on the quest to be the best IT Solution provider in our Industry.

This Job Description
SecureView Client Support Technician provide tier one Cyber Operations Services and troubleshooting in response to trouble tickets and to a wide range of clients on various devices including, but not limited to: workstations, Thin (Server based) Clients, laptops, and other devices.

Duties and Responsibilities

• Subtask 1: Provide software installation and support.
• Subtask 2: Coordinate appointments with customers to troubleshoot on site or remotely assist and provide walk-through repairs.
• Subtask 3: Process, prioritize and resolve trouble tickets using BMC Remedy on unclassified and classified networks. Contractor shall check BMC Remedy ticket queue throughout the day to respond to different lev-els in priority for incidents.
• Subtask 4: Process, prioritize and resolve trouble tickets using Cyberspace Infrastructure Planning System (CIPS). Contractor shall check CIPS throughout the day to respond to different levels in priority for inci-dents.
• Subtask 5: Process, prioritize and resolve trouble tickets using Virtual Enterprise Service Desk (vESD) and Remedy ticketing systems.
• Subtask 6: Cyber Operations Support duties include, but are not limited to:
  • Subtask 6.1: Meeting compliance for system requirements
  • Subtask 6.2: Managing Controlled Cryptographic Items (CCI)
  • Subtask 6.3: Managing user and administrative profiles.
  • Subtask 6.4: Backing up user profile folders across machines.
  • Subtask 6.5: Managing organizational web pages.
  • Subtask 6.6: Creating and updating presentations to provide reports and/or incidents to adjacent offices.
  • Subtask 6.7: Support the Base Equipment Custodian Office in deploying new computer equipment and turning old equipment in for disposition.
  • Subtask 6.8: Time Compliance Network Orders (TCNO) compliance
  • Subtask 6.9: Mission Type Order (MTO) compliance
  • Subtask 6.10: Customer device sanitization in response to Negligent Disclosure of Classified Information (NDCI) incidents
  • Subtask 6.11: Monitor, prioritize, and respond to Virtual Enterprise Service Desk (vESD) tickets.
  • Subtask 6.12: Monitor the Cyber Operations distribution email to keep track of ongoing tickets and pro-jects.
  • Subtask 6.13: Communicate and collaborate with Communications Focal Point, other shops, and other agencies or commands.
• Subtask 7: Contractor will be the trusted entity to validate the identity of a customer in eAuthentication as a Local Registration Authority (LRA). These duties include but are not limited to:
  • Subtask 7.1: Create, provision and audit customer privileged accounts.
  • Subtask 7.2: Validate the customer’s name, birth date and other attributes provided on customer’s govern-ment issued photo identification.
  • Subtask 7.3: Provide privileged account reports and/or incidents to adjacent offices.
• Subtask 8: Plan, Organize and Direct Sustainment Activities by establishing work standards, methods, and controls for preventative, scheduled, and unscheduled maintenance actions. Determines extent and econ-omy of repair of malfunctioning equipment. Ensures compliance with technical data, instructions, and work standards. Develops and enforces safety standards. Interprets malfunctions and prescribes corrective action. Serves on or directs inspection teams organized to evaluate base or command sustainment programs. Man-ages, or performs, research and development projects for assigned systems. Coordinates and documents repairs. Manages, administers, controls, and evaluates contracts.

Software & Hardware

• SecureView, VDI

Required Certification and Experience

• Clearance - Secret 
• Possess experience working with customers and Remedy trouble ticketing systems.
• Must be experienced with imaging laptops and desktop systems using imaging servers and removable media.
• Required Certifications must include Security + or higher

Operation Hours at Customer site

• Regular local hours
• periodically work flexible hours to facility interaction with DoD engineers from Europe, West PAC, and Eastern U.S. specifically during project migrations or installs.

• Main Operational Location:
• Hickam AFB, Hawaii
• Misawa AB, Japan
• Yokota, AFB, Japan
• Kadena AB, Okinawa
• Kunsan AB, Korea
• Osan AB, Korea
• Andersen AFB, Guam
• Eielson AB, Alaska
• Elmendorf AFB, Alaska
• Diego Garcia, Indian Ocean

Please submit your resume with a cover letter stating your income requirement.
Head hunter/staffing agency No phone call please
 
 
 

HR Management
Smarthost Design Technologies LLC