Desktop Administrator (ACC-NJ) - By Light Professional IT Services LLC

Company Overview:

By Light Professional IT Services LLC readies warfighters and federal agencies with technology and systems engineered to connect, protect, and prepare individuals and teams for whatever comes next. Headquartered in McLean, VA, By Light supports defense, civilian, and commercial IT customers worldwide.

Position Overview:

Full Spectrum Operations LLC (FSO) is a SDVOSB JV between American Communication Solutions LLC, an SBA VetCert verified SDVOSB, and By Light Professional IT Services LLC (By Light). FSO is looking for personnel to support the Network Enterprise Center Picatinny Arsenal New Jersey (NEC PANJ) with classified and unclassified communication systems support. Personnel will provide Site Management, Infrastructure Operation and Maintenance (O&M) – Unified Communications, Inside Plant (ISP), Customer Service Telephone, and Outside Plant (Cable) (OSP); Information Technology (IT) Systems Support  - Network Maintenance, Help Desk Assistance, Voice over Internet Protocol/Voice over Secure Internet Protocol (VoIP/VoSIP), Network Engineering, and Cybersecurity; Telecommunication Support; Radio Systems Operation; Tower and Antenna Support; and Configuration Management.  

 

Work is on site and core duty hours are 0700 – 1700, Monday through Friday, excluding Federal holidays. All personnel will work an 8-hour workday.

Responsibilities:

• Provide (located at customer site - ACC-NJ) priority user level of desktop support to include hardware, software, and peripheral support services, including touch labor for troubleshooting, repair, and resolution of mission-related tasks.
• Apply technical standards and security policy, DISA STIGs or security controls for all IT systems to include identifying and remediating security vulnerabilities.
• Deploy Government-provided interoperable and integrated standard common user office automation desktop software as approved for use by the Army Golden Master program.
• Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers; priority support (as defined in the current AITP service list) for command staff, unit control center, and directors.
• Report significant outages and/or customer issues.  
• Resolve desktop problems via touch labor or Remote Control
• Add/delete accounts and reset passwords as needed
• Assist with Cybersecurity Vulnerability Alert (IAVA) remediation.
• Install, configure, troubleshoot, relocate, and repair desktops, tablets, devices, and printers.
• Identify network problems affecting users with Tier II or III administrators to restore optimum service.
• Troubleshoot WIFI and GFE provided broadband devices and VPN connectivity.
• Utilize network monitoring tools such as SolarWinds to monitor and proactively respond or alert appropriate support personnel.
• Submit daily systems reports and contact next level of support to escalate unresolved problems.
• Utilize automated incident tracking systems to record work orders.
• Provide technical customer support.
• Configure, diagnose, reimage, reload, utilize troubleshoot and repair all MS Windows based laptops and desktops loaded with Windows OS, applications and services and all associated peripheral devices.
• Perform Imaging/ New & Break Fix Resolution.  
• Utilize Active Directory tools to manage and create objects in MS Server.
• Utilize remote tools to connect to remote desktops to include MECM.
• Assist users during briefings and events with all current collaborative tools.  
• Install approved for use desktop software on unclassified desktop systems.
• Perform release management to include commercial software, standard software, and new system releases.
• Automated software updates, security updates, and vendor patches are provided to end user devices on the enterprise network.
• Provide local Touch Labor services to include installation, troubleshooting, and software updates, security updates, vendor patches (service packs, service releases), on unclassified desktop systems when electronic application means do not exist.
• Build, provide, and advertise patch packages containing software updates, security updates and vendor
• patches for push to unclassified end user devices.
• Resolve unclassified desktop system requests through remote administration actions (troubleshooting,
• repairing) that do not require touch labor.
• Install approved for use desktop software on desktop systems residing on the SIPRNET.
• Provide local Touch Labor services to include installation, troubleshooting, and software updates, security
• updates, and vendor patches (service packs, service releases) on desktop systems residing on the SIPRNET when electronic application means do not exist.
• Build, provide, and advertise patch packages containing software updates, security updates, and vendor patches for push to end user devices residing on the SIPRNET.
• Resolve desktop system requests through remote administration actions (troubleshooting, repairing) that do not require touch labor for systems residing on the SIPRNET.
• Plan tests, prepare test data, execute testing, identify, analyze and repair errors and retest an application or module prior to implementation and placing into production. Respond within 30 minutes and resolve as required.
• Prepare, update and distribute end-user and/or system operator’s manuals that contain the product design and procedures and other relevant information necessary to use and administer the system.
• Prepare, update and distribute on-line help facilities, technical manuals, SOPs, Instructions on the Army Standard software suite and maintain automation documentation and application software inventory documentation library.
• Assist customers with determining DoD approved Enterprise hosting solutions for applications.
• Support configuration of authorized unclassified end user and network devices to include computers, printers, laptops, scanners, and other hardware.
• Evaluate customer prepared request for acquisition and life-cycle replacement of end user devices to include computers, printers, laptops, scanners, and other hardware.
• Support configuration of bulk authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware.
• Provide local Touch Labor services for unclassified computers and peripheral devices to include installation, troubleshooting, repairing, and facilitating repairing with vendors.
• Resolve requests for unclassified computers and peripheral devices through remote administration actions (troubleshooting, repairing) that do not require touch labor.
• Support configuration of authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware residing on the SIPRNET.
• Provide local Touch Labor services for computers, CSfC end point devices, and peripheral devices residing on the SIPRNET to include installation, troubleshooting, and repairing.
• Resolve requests for computers and peripheral devices residing on the SIPRNET through remote administration actions (troubleshooting, repairing) that do not require touch labor.
• Provide client-side application email administration support.
• Install and replace hardware as necessary for upgrades, maintenance, and warranty as required.
• Install software that has been approved for the operational network. This includes items such as, patch releases, upgrades, and new computers.
• Assist users with issues pertaining to Army 365 and OneDrive.
• Support after duty hour emergency maintenance requirements that include the restoral and/or other actions that cannot wait until normal duty hours.
• Perform other duties as required.

Required Experience/Qualifications:

• Education: An associate’s degree in information technology, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution.
• In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft Office applications (e.g., Win10 or later, Microsoft Office Professional 2013 or later), and other common desktop applications such as Adobe Acrobat, Tumbleweed, etc.; ability to quickly learn unique GOTS applications.
• Excellent customer service skills.
• Ability to work within the confines of a set time schedule.
• Knowledge and experience communicating desktop support concepts to technical and non-technical personnel.
• Ability to develop technical documents and produce system design documentation.
• Foundational Personnel Certification: Possess an Intermediate certification identified for the DoD Cyber Workforce Framework (DCWF) workforce role ID 411, Technical Support Specialist. CompTIA Security+, or GIAC Foundational Cybersecurity Technologies (GFACT), or Certified Network Defender (CND), or GIAC Security Essentials Certification (GSEC).
• Foundational Qualification (Experience) - Possess an Intermediate Proficiency level with 70% of the Knowledge, Skills, and Abilities (KSAs) associated with the DoD Cyber Workforce Framework (DCWF) workforce role ID: 411, Technical Support Specialist.
• Residential Qualification (Certifications) – MS 365 Administrator.
• Residential Qualification (On-the-Job) – Information Technology Infrastructure Library (ITIL) processes and procedures; Information Technology Service Management (ITSM); Army IT Metrics program; and the Army AITP Service catalog.

Preferred Experience/Qualifications:

• Supported the U.S. Army or other DoD Agency.
• Has the communication skills to effectively interface with senior military officials, managers, and subordinates.

Special Requirements/Security Clearance:

• Security Clearance: Secret.