Assistant IMO Team Manager

Role: Assistant IMO Team Manager

Location: Ft. Liberty, NC

Education/Certifications: IAT Level II (CompTIA Security); Windows CE (Windows 10 MDM 100/101 or Windows 10 MCSA); Microsoft 365 Certified: Teams Administrator Associate certification

Years of Experience: 10+ years’ experience customer service/troubleshooting support and management expertise

Clearance Level & Investigation: Secret

IA Cert Level (DoD 8570.01): IAT Level II

Computing Environment Certifications: Requires Windows 10 MDM 100/101 or Windows 10 MCSA

Job Description:

Qualifications:

• Responsible for providing second-tier support to end-users for PC server, mainframe applications, and hardware.
• Handles problems that Tier 1 help desk support is unable to resolve.
• May interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Maintains currency and highest level of technical skill in field of expertise.
• Requires IAT Level II (CompTIA Security), the current Windows Computing Environment (Windows 10 MDM 100/101 or Windows 10 MCSA) and must obtain Microsoft 365 Certified: Teams Administrator Associate certification.
• Security Clearance – SECRET.
• Responsible for oversight, managing, and reporting on all system operations within the enterprise.
• Must demonstrate proficiency in customer service skills, including telephone techniques with active listening, questioning, and writing skills.
• Oversees central management hub that provides the administrative, operational, customer service, and maintenance support for all incidents and requests for new services for classified and unclassified IT environment.
• Supports VOIP, VOSIP, mobile devices, mission applications, collaboration tools, UC, GCCS-J, JOPES, T-Metrics and others.
• Requires familiarity with industry standards (ITIL, ITSM) to deliver IT services through ticketing systems for Service Management to establish and improve capabilities.
• Responsible for supporting service availability target of 99%.
• Report all incidents or system anomalies that affect or degrade the applications, systems, services, or users; report service availability on Enterprise NIPR and SIPR; Wireless Network – NIPR; NIPR and SIPR Portal; UC SIPR; Email NIPR and SIPR; MS 365 TEAMS/EXO/SPO; Mobile Devices NIPR and SIPR; Mission Applications (ARTIMS, COMPASS, AST, Staff Directory); CG Fly-Away Kits; VOSIP; T- Metrics; and Cable TV.

Responsibilities:

• Support deployment of emerging technologies and technology refresh solutions IAW Lifecycle Management Plan.
• Review problems and errors identified during development/testing; collaborate with local divisions to determine solutions and disseminate to Customer.
• Support deployment of approved changes, emergent upgrades, and enhancements of GFE, COTS, and GOTS systems.
• Provide resource support for network troubleshooting in conjunction with the Network Owner, application installation and integration, system performance, and patch deployment developments.
• Analyze, identify, and report all network associated problems.
• Provide local and remote site technical support to include pre-deployment assessment, system diagrams, topologies, technical documentation, and coordination of external support.
• Diagnose and correct common hardware and software problems on all GFE
• Maintain IT local and remote networks such as alternate routes, Pentagon databases, etc.
• Support first line of support for IT Services, including VIP priority services; O&M and Tier 2 support; and Tier 1 call management support.
• Establish and manage a call management system; provide guidance to users through multiple channels to resolve technical issues.
• Submit, process, and track requests for user account management.
• Receive & process calls on reported issues via phone, email, or face-to-face; use government approved ticketing system to manage requests.
• Provide internal / in-house incident resolution within 24 hours.
• Manage installation, operation, relocation, maintenance, and disposal of organizational IT devices, including laptops, desktops, monitors, tablets, telephones, printers, and peripheral devices.
• Provide Army 365/DoD365-SEC applications and Microsoft Teams Support.
• Provide first-line desktop support by logging all incidents, problems, and requests; provide Tier 2 support including investigation and diagnostics to resolve issues.
• Maintain written guidelines and procedures to include daily logs of incidents and changes to the systems, such as desktops, laptops, printers, MFDs, phones, and peripheral devices; report hourly on operational changes.
• Respond to vulnerability scan results for NIPR/SIPR noncompliant assets and remediate issues.
• Respond IAW timeline assigned based on criticality of vulnerability as provided in EXORD(s) or other governing directives.
• Provide surge capability to support critical or zero-day vulnerability, new Windows versions, and software releases.
• Provide services to all on-site, alt-site, and off-site conference users during core hours (0800-1600); resolve day to day issues to include remediation, desktop support, system, or software updates.
• Maintain all workstations, both NIPRNET and SIPRNET, on-site and ALT-SITE (COOP).
• Serves as Primary POC for incident management.
• Provide initial response to all VIP tickets within 1 hour; resolve 90% of all incidents within 30 days.
• Provide monthly report for customer feedback metrics and summary; ticket resolution time, trends between break/fix tickets and top 10 issues or problems.
• Maintain reports of incidents/problems for categorization, logging, tracking, completion, resolution.
• Monitor and track incidents; resolve or route to appropriate resource based on SLAs; close incidents based on customer confirmation of incident resolution.
• Coordinate other support groups, communicate with customers, identify problems and customer training needs, and provide updates to Customer; manage outages via Teams outage channels.
• Prioritize VIP over non-VIP incidents; resolve VIP incidents within 24 hours if solution is available and provide a response time of less than 1 hour.
• Coordinate with local NEC to troubleshoot alternative solutions to problems experienced by multiple users and disseminate solutions to Customer; update Customer and IT group on progress.
• Perform communication activities for other ITIL processes (e.g. release notifications, change schedules, SLM reports).
• Track software installations and pertinent actions; provide pertinent data attributes for the CMDB.
• Categorize items within main topic areas: telephone, network, computer related (hardware/software), IT applications and services, IA services, training services, fielding services, test and acceptance services, AV, and wireless.
• Assign tickets for disposition to Incident/Problem Service Team(s) for resolution.
• Track and manage all incident tickets via ServiceNow or other designated approved system; assign tickets to appropriate “Service Team” personnel for resolution; maintain Known Error Database.
• Track maintenance incident requests by ServiceNow or other designated approved tracking system; receive notification of user problem at Assistant IMO Team and enter problem into Trouble Ticket database.
• Conduct customer/user satisfaction callbacks & surveys; report results to the COR.
• Design and maintain trouble ticket dashboard to track number of tickets in queue, duration of work; number of tickets generated by directorate or IMO, call volume of reported issues, trend categorization of incidents.
• Pull data from multiple data sources (i.e., SQL, ServiceNow, AD) and aggregate it into reports or dashboards as usable information for decision makers.
• Utilize scripting language to automate IT functions; create and maintain scripts, using PowerShell or other commercially available products; create scripts to migrate print queues, collect computer objects, create user objects, move user objects, and delete user objects.
• Service classified and unclassified workstations using government provided manufacturer warranty parts and system support.
• Purge/slash/degauss disk drives/storage media that cannot be repaired IAW AR 25-2 and 380-5.
• Record, manage, and escalate service problems.
• Analyze historical data to identify and eliminate potential incidents before they occur.
• Provide monthly trend analysis on reported problems; identify underlying causes of incidents through troubleshooting to prevent recurrences and disseminate solutions to problems as identified by local NEC or NETCOM.
• Develop or suggest workarounds or solutions to incidents & disseminate solutions provided by local NEC or NETCOM; suggest changes to eliminate known problems & maintain system functionality.
• Manage and process problem reports from user community.
• Perform validation testing of associated software releases to maintain system functionality.
• Troubleshoot errors and issues reported by users; resolve problems related to wireless devices.
• Perform Hardware Maintenance; dispose of disk drives or storage media that cannot be repaired IAW AR 380-5 and AR 25-2 within 30 days; document and notify Customer of any maintenance requirements outside scope of contract.
• Perform Software Maintenance; verify software is updated, and copies provided to Service Management Center to store with offsite SW repository recovery safe; follow AR 350-9 to direct GUI changes; model process and workflow as set out by AR 350-9.
• Maintain existing software by applying corrections from business rule changes to existing functions.
• Verify new software approved through appropriate RMF or Assess Only process prior to installation.
• Label all systems with appropriate markings IAW applicable regulations and government directives.
• Maintain appropriate controls IAW applicable regulations while working with classified hardware, software, and media.
• Field systems approved by senior government management for use on ITSM serviced environment.
• Prepare packing and shipping documents, package & ship equipment; utilize existing commercial warranties or service agreements to repair, replace or resolve hardware or software issues.
• Maintain real time view of network to measure current performance levels/resource utilization.
• Perform network trend analysis monthly.
• Verify communication fly-away kits are operational IAW Assistant IMO Team operational checks.