Abacus Technology is seeking a System Specialist to provide technical support for the USAFE Network Control Center at Aviano AFB. This is a full-time position.
Provide network assistance and technical support to resolve user problems, service requests, communications, computer, voice, network faults and outages. Utilize local help desk ticket system and associated databases to, enter, document, track, coordinate, route, resolve, and close user ticket issues. Respond within four (4) hours of an incident ticket being assigned to them, during normal business hours. Provide the ability to run Ad Hoc queries against the central repository for trouble ticket tracking/status to provide better customer support. Resolve administrative and technical communications problems. Perform the installation of equipment, connection of peripherals and the installing/deleting of client level software and ensure all documentation is in accordance with Air Force/DoD policies, guidance and directives. Provide software application assistance. Implement client workstation software patches, security fixes and service releases according to local NOC/NCC instructions. Create and maintain a central repository for technical advice and solutions for network systems, automatic data processing support, hardware exchange, and repair service support. Track metrics of calls received, number of trouble tickets submitted, average resolution time, priority, listing of technical bulletins and information guides issued and trend analysis information and provide to the Government when requested. Adhere to local criteria to define the priority of problems for example, routine through critical (VIP and work stoppage) and adhere to or create resolution timelines. Manage network user accounts on relevant systems and platforms. Perform client-level information technology support function, voice network and Personal Wireless Communication Systems (PWCS). Manage hardware and software Controlled Cryptographic Information (CCI). Perform configuration, management and troubleshooting. Provide service to end-users for operation, restoration and configuration of information systems. Implement installation and maintenance functions associated with edge device systems such as key and intercom systems, copper core and fiber-optic intra-building wiring, fiber optic end equipment, modems and associated hardware. Assist the Government in tracking, distributing, maintaining, and replacing all mobile devices managed by the squadron. Perform Trend Analysis to determine, solve, prevent and anticipate service disruption in order to ensure service is continued to the customer during any disruption. Assist the Government in overseeing Automated Data Processing Equipment (ADPE) throughout its life cycle from purchase to disposition.
3+ years experience in systems support. Bachelor’s degree in a related field. Additional work experience and certifications may be substituted for degree requirements. Must be Security+ certified (or hold another certification in compliance with DoD 8570 IAT II). Experience providing technical support for a variety of hardware and software issues. Experience with a trouble ticket system. Able to communicate with management, technical staff, and end users in a clear and professional manner. Excellent oral and written communication skills. Must be a US citizen and hold a current Secret clearance.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.