Service Desk Support

Location: Fort Meade, MD
Date Posted: 01-02-2018
Job Title:                    Service Desk Support
Job Location:             Fort Meade, MD
Salary:                        Competitive, Depends on Qualifications
Clearance:                  Current DoD Top Secret/SCI
Travel:                        Up to 25% CONUS
The purpose of this task is to provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform C4IM services
  • Provide IT support to the ARCYBER Headquarters (approximately 650 users; growing to 1000 by FY 2020) for all supported Networks (NIPRNET, SIPRNET, JWICS, and NSANet).
  • Coordinate troubleshooting procedures with the local Network Enterprise Center (NEC), INSCOM, 902d MI GP, and NSA.
  • All tasks will be completed at Fort Meade, MD (currently supporting approximately 80 users)
  • Asset Management – maintain the sites hardware asset inventory.  Support the unit's equipment receipt and control management business process. Document, manage, and maintain the sites hardware baseline. Provide equipment transportation support among all ARCYBER location, warehouses, and DRMO location. Prepare entry/exit forms IAW ARCYBER and/or INSCOM policies.
  • Life Cycle Management: Provide appropriate Life Cycle Management information for budgeting and long-term planning processes in support of ARCYBER’s hardware and software management program.
  • Open Trouble Ticket: Open trouble tickets for all trouble calls received and process all trouble tickets opened within two (2) business days. Ensure all trouble tickets have appropriate remarks entered to allow for accurate monitoring of the resolution for that specific trouble ticket. Provide customers a ticket number when a request for assistance is received. Determine complexity of problem and whether or not the ticket should be referred immediately or if expertise exists within the local service desk workforce to resolve expeditiously and accurately.
  • Repair/Replace System Hardware: Repair system hardware as required to ensure consistent and reliable service availability to the ARCYBER customers. Replacements may result from identification of non-repairable items, end of useful life items, and damaged beyond repair items. The Government must approve and purchase replacement of existing hardware with new equipment and purchases will be through the Army Computer Hardware Enterprise Software and Solutions (CHESS) program and other established enterprise contracts. Provide system and application integration support to include planning, designing, testing and implementation of new or existing hardware into the current ARCYBER enterprise network infrastructure.
  • Desktop/Closet Installation: Provide installation and de-installation of supporting hardware including desktop Computers, Communications Closet components and all associated infrastructure supporting the networks in response to automation work requests. Install and de-install hardware and software as required to ensure consistent and reliable service availability to the ARCYBER customers.
  • Wireless: Load, setup, issue, and recover Laptops, Smart Phones, and other Wireless Devices.
Required Skills/Qualifications:
  • Bachelor’s degree
  • 3+ years of experience, Experience can substitute for education.
  • Security+  certification
  • Active TS/SCI
About the company:
As a Service Disabled, Veteran Owned Small Business (SDVOSB) we are a provider of Information Technology (IT) professional services, software solutions and professional development training. Our core competencies evolved from leveraging IT enablers for knowledge management with an emphasis on Web Based Knowledge Portals and Portal Services, Server/System Services, SharePoint Development and System Administration and SQL Server Services. Our capabilities have expanded to include software development, technical training support and field support services.
Guiding Principles
•         Satisfy the customer - "Exceed expectations"
•         Set the Example - "Be out front"
•         Be Responsive - "Timing is everything"
•         Persevere - "Find a way"
PTP offers a comprehensive benefits program:
•         Medical insurance
•         Dental insurance
•         Vision insurance
•         Supplemental benefits (Short Term Disability, Cancer & Accident).
•         Employer-sponsored Basic Life & AD&D Insurance
•         Employer-sponsored Long Term Disability
•         401(k)
Holidays and Annual Leave
•         10 Paid Holidays
•         120 hours PTO accrual

this job portal is powered by CATS