OWATC Jobs

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Summary
Single point of contact between the service provider and the users. First contact to resolve or satisfy communications and IT issues and requirements, including support for all base user and/or devices. Answer customer calls and tickets to resolve issues and questions on first contact.

Essential Functions

• Resolve and satisfy communications and IT issues and requirements to include support for all base users and/or devices.
• Respond to all customer calls and tickets for support with the objective of resolving 75% or more of the calls/tickets on first contact.
• Respond to NIPR and SIPR customer support requests in a professional and courteous manner.
• Create tickets (incident and/or work orders) for NIPR and SIPR issues received via telephone, web portal, and/or email and document tickets in detail through the Automated Information System (AIS).
• Use Government provided remote-support software tools to access customer end devices to resolve and/or complete customer tickets.
• Participate in the development, administration, and maintenance of a knowledge database work management support tool by writing and verifying knowledge articles, as required.
• Analyze and determine software and/or hardware configurations.
• Identify trends, create mater tickets for outages, and ensure the Communications Focal Point (CFP) has situational awareness.
• Other duties assigned by supervisor/manager or the contract.

Requirements
Education – Prefer a bachelor’s degree in a related field.

Experience – Prefer at least two or three years of related experience and/or training.

Skills/Knowledge – Excellent interpersonal and organization skills.

Security Clearance – Active Interim Secret or Secret level clearance.

Required Certification: Maintain an IAT Level II Certification

• Security+
• GSEC acceptable
• SCNP acceptable
• SSCP acceptable