The ONR One Desk provides customer support for personnel at ONR Headquarters and area site locations for unclassified (NIPR) and classified (SIPR) systems. Customer support is deskside, walk-up, or over the phone. The mission is to provide value-added services through a single point of contact delivery model. Support will include assisting users with IT products and services on both the ONR legacy network as well as will commercial-off-the-shelf (COTS) productivity tools (i.e., MobiKey, Smartphones, etc.). The helpdesk coordinator serves as the liaison between ONR users and the system engineering network and development teams. This includes identification, research, and resolution of technical issues. Responsible for responding to telephone calls, automated Service Desk requests, email, and other requests for technical support. ONR currently uses Remedy to manage Service Desk Administration. Must be able to provide incident management for all enterprise incidents and timely return to service requirements for users and the enterprise. Report status on incidents to users and develop an incident status on-line capability. Promptly document and create trouble tickets for all reports of information systems problems, including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections; and immediately notify management if an information security incident meets escalation criteria. Support new customers with the laptop configuration requirements including drive mappings, email setups, and PST (Personal Storage) builds. Provide support to end users on a variety of IT issues. Identify, research, and resolve technical problems. Assist and coordinate in the incident management process to include identifying, researching, and resolving technical problems. Respond to telephone calls, e-mail, and in-person requests for technical support. Resolve, track, and monitor incidents to ensure a timely resolution. Provide direct training, lecture or instruction, professional/technical development, in addition to the coordination and planning necessary to obtain services. Train ONR personnel on Command Standard software applications and designated information systems (IS). Day-to-Day activities include checking and sending Web Check report to ONR CIO leadership, Supporting conference room setups, Support conference room issues, and other duties as assigned. Weekly we provide the CIO leadership with a Printer report on status of printers located here in headquarters. In a nutshell we are a jack-of-all-Trades type of help desk. Note the shift is 0530-1400 This position requires that a Service Desk be DoD 8570 Compliant. Security Plus and a Microsoft Certification.
Position requires a BS + 6 years; or 10 years relevant experience. CompTIA Security + Microsoft Certified Technology Specialist (MCTS) or higher Windows 7 or 10 Configuration and/or Server Certification Secret Clearance