Technical Support Specialist, Junior at Credence Management Solutions, LLC

Overview

Credence Management Solutions, LLC (Credence) is seeking a Technical Support Specialist at the Junior level to support our the C2ISR Division requires infrastructure/enterprise support that oversees, assists, and advises the Division on a wide array of functions and tasks that support successful LCM to reach mission performance goals. The infrastructure/enterprise support defined in this PWS enables the C2ISR Division to execute LCM tasks that are on budget, on schedule, and meet performance requirements with minimal or no risk to mission success. The infrastructure/enterprise support works directly with the Division and Branch leadership to ensure business processes successfully executed and adhered to, that Division programs are compliant with law, regulation, and policy, and that program data is properly defined, documented, and utilized to meet mission need. 

The A&AS Contractors supporting this program ensure consistency in Division policy, serve as Quality Assurance (QA) to ensure programs are meeting law, regulation, and policy directives, and ensure the successful execution of both Acquisition  personnel shall provide contracting, financial/cost management, QA assistance, program integration, facility management, security program administration, administrative, clerical and management assistance, and logistics management A&AS as required by the Government.

The Technical Support Specialist provides technical support to customers who need assistance utilizing client level hardware and software in accordance with established DoD, Air Force, and C2ISR Division policies and processes.  This position manages the tasks related to customer technical support and system incident management for the ALMSS system.

Responsibilities include, but are not limited to the duties listed below

• Provide Tier 1 technical support to system end users
• Develop and deliver technical training to educate others or meet customer needs related to system capabilities, use, and procedures.
• Diagnose and resolve customer reported system incidents, problems, and events; coordinate with other team members to resolve complex issues and problems.
• Attend project planning and design meetings on projects related to the system; provide technical expertise and inputs into on-going system program activities.
• Develop, document, and perform test cases to test the functionality of the system; develop test plans and test reports related to system testing.
• Maintain incident tracking and solution database.
• Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.
• Administer accounts, network rights, and access to systems and equipment.
• Monitor and report client-level computer system performance.
• Analyze incident data for emerging trends, develop trend analysis and impact reports, make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.
• Troubleshoot system hardware and software.
• Perform asset management/inventory of information technology (IT) resources.

Education, Requirements and Qualifications

• Active Secret Security Clearance is required.
• Minimum Recommended Education and Experience:
  • Bachelor’s Degree in a related field and up to three years of experience in the respective technical/professional discipline being performed.
  • OR, five years of directly related experience with proper certifications as described in the PWS labor category performance requirements.
• Relevant experience includes duties related to AF Life Cycle Management of SW in either Business IT or Weapon System programs, duties related to identifying Cybersecurity requirements and deliverables, and experience validating SW or SW applications meet Cybersecurity requirements.
• Familiarity with DoD SRGs and STIGs.
• In depth knowledge of Department Information Systems Agency (DISA) policy and guidance is required.
• Knowledge of computer networking concepts and protocols, and network security methodologies.
• Knowledge of measures or indicators of system performance and availability.
• Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.
• Knowledge of procedures used for documenting and querying reported incidents, problems, and events.
• Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.
• Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
• Skill in conducting research for troubleshooting novel client-level problems.
• Ability to accurately define incidents, problems, and events in the trouble ticketing system.
• Ability to develop, update, and/or maintain standard operating procedures (SOPs) and training material.

• Personnel Qualifications

  Cybersecurity Qualification is required for Work Role System Administrator

  Cybersecurity Qualification

  • Candidate meets the requirements of Department of Defense Manual (DoDM) 8140.03 Cyberspace Workforce Qualification and Management Program for the Work Role identified in the job description
  • Cyber Work Roles are defined here: https://public.cyber.mil/wid/dcwf/
  • Cyber Work Role qualifications are defined in the DoD 8140 Foundational Qualification Options matrix here: https://public.cyber.mil/wid/cwmp/documents-library/

Working Conditions and Physical Requirements

Job may require the employee to be:

• Willingness to travel if required.
• In a stationary position 50% of the time
• Able to ascend/descend stairs as required
• Able to move equipment not to exceed 25 lbs as needed

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