Help Desk Technician - Secret Clearance Required
Scott Air Force Base, IL
Full Time
Experienced
cFocus Software seeks a Help Desk Technician to join our program supporting USTRANSCOM at Scott Air Force base with remote capabilities. This position requires an active Secret clearance and must meet 8570 requirements.
Qualifications:
Qualifications:
- Bachelor’s Degree or equivalent experience in a computer, engineering, or science field.
- Active Secret Clearance
- 8570 Compliant (Security+ CE)
- 10+ years of Systems Administration experience
- 5+ years of experience with managing and performing account validation processes to support the Risk Management Framework (RMF) process.
- 5+ years of experience with GDSS Mobility or similar systems
- Experience Monitoring and Management of classified and unclassified GDSS Mobility Communication Services (MCS)
- 5+ years of experience supporting the USTRANSCOM directed GDSS migration to a commercial Cloud environment and utilize a DevSecOps paradigm. For Cloud Integration, provide functional expertise to support the integration into the Cloud.
- 5+ years of experience supporting GDSS applications installed on EFB devices to include user access to the application, user access to the GDSS EFB application, and user access and connection to a GDSS DB when the EFB device is connected to Wi-Fi and provide GDSS EFB application support.
- 5+ years of experience supporting GDSS PMO requested outputs, research, documents, demonstrations and other required artifacts to support the GDSS Federal Information System Controls Audit Manual (FISCAM) requirements and audit requests.
- Provide onsite all FHD services 24X7X365 at government provided facilities.
- Provide staffing to support 24X7X365 MAF C2 mission requirements.
- Provide system, application, and functional expertise to assist users with understanding the system, applications, and procedures necessary to accomplish the user’s tasks.
- Answer users’ calls and create, update, and track trouble tickets in the Computer Software Trouble Reporting System (CSTRS), a government provided ticket management system (e.g., Remedy)
- Troubleshoot issues and gather all details concerning the issue to ensure that the full impact is understand and the root cause can be identified.
- Establish and maintain communications with the affected user(s) to ensure that all solution impacts are fully understood.
- Provide and implement solutions to resolve identified issue(s).
- Validate that implemented solutions fully resolve identified issue(s).
- Interface, coordinate, and elevate CSTRS trouble tickets with appropriate points of contact to resolve problems or issues.
- Create, update, and maintain FHD procedures that standardize help desk actions and enable staff to quickly identify and resolve user problems and questions.
- Create, update, and maintain a backup ticketing process and procedure for use in a temporary CSTRS outage.
- Ensure that all FHD personnel on all shifts have access to and utilize FHD procedures.
- Ensure that FHD procedures are updated with each software release and contain current functional and operational information.
- Participate in issue troubleshooting calls, working the problem until resolution and ensure all associated CSTRS tickets are updated with fix actions.
- Track reoccurring application/software issues in the CSTRS and develop software problem reports for program review.
- Assist users in documenting requested software changes, using the Government Change Request process.
- Track CSTRS tickets and monitor them daily until closure. Provide GDSS PMO with weekly ticket report (A009).
- Create, maintain, and follow procedures and methods to identify the issue root cause and provide a resolution within 60 minutes from call for at least 90% of trouble calls.
- Provide Client Support Administrator (CSA) assistance in compliance with all government guidance, publications, directives, instructions, and policies where applicable for FHD equipment.
- Provide functional expertise within the GDSS application supporting the user community and the GDSS PMO.
- Manage and maintain user DD Form 2875s.
- Maintain a phone roster (A002) to be used for emergencies.
- Monitor GDSS cross domain (XDS) transactions low-to-high (L2H) and high-to-low (H2L)
- Document and elevate issues within the CSTRS.
Apply for this position
Required*