"Alerted.org

+ Implement and maintain various enterprise and mission IT systems and serves as an interface to the supported community users

+ Provide guidance, direction, and training to other technicians in the group

+ Develop and implement system documentation and operation procedures. Identifies and corrects processing anomalies

+ Maintain visibility of Task Order (TO) specific break/fix (Service Desk) and sustainment efforts to coordinate CSA resources where needed; to include the In and Out, Moves and Change (IMAC) team

+ Develop, implement, and sustain MIT CSA training standards; to include MIT Service Desk, MDARTS Remedy, and break/fix SOPs

+ Monitor and respond to multiple communication channels to ensure customer’s unique mission needs are being met

+ Coordinate with the MIT CSA Lead to understand and facilitate communication of Enterprise IT outages to CSAs and MIT leadership as required

+ Serve as technical expert in the area of client support administration for MDA systems specific to MIT areas

+ Establish and maintain an active baseline, and assists in developing future needs by proactively researching modernization solutions

+ Use Remedy, Power BI, and other metrics tools to monitor MIT IT baseline; responds and reports any anomalies or new issues that need to be addressed

+ Serve as a Subject Matter Expert (SME) to provide higher level troubleshooting for IT related issues impacting MDA systems specific to MIT

+ Ensure TO specific software requests are tracked and installed as requested by the supported customer base

+ Work with EIT and MIT CSAs to develop alternate solutions to break/fix issues as required

+ Coordinate with CSA Team Lead and Service Desk Leads to maintain MIT CSA Knowledge Repository

+ Manage and execute testing requirements on new hardware/software to ensure functionality with MIT and MDA environments

+ Oversee CSA Remedy queue management; including stale ticket follow-up, ticket distribution, and Remedy queue quality control checks

+ Other duties as assigned

Requirements

Education/Training:

+ Bachelor’s Degree in Computer Science, Information Technology, or other relevant discipline preferred

+ Current DoD approved 8570 Level II certification such as Security+ CE required

Experience:

+ 5+ years of directly relatable experience in IT positions

+ Missile Defense Agency or Department of Defense experience preferred

+ Experience with DoD and DISA Information Assurance programs preferred

+ Experience with Virtual Desktop Environment Support preferred

+ Experience with storage appliances configuration preferred

+ Experience using the Remedy software action request system preferred

+ Experience with Microsoft Endpoint Configuration Manager (MECM) preferred

+ Experience with audio visual systems preferred

Security:

+ Must be a US citizen

+ Candidate must be in possession of a minimum DoD issued Secret Clearance

Physical Requirements:

+ Able to occasionally reach with hands and arms

+ Prolonged periods of computer screen use, while sitting or standing at a desk

+ Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.)

+ Able to safely lift and carry up to 20 pounds at a time

Benefits

+ Health Care Plan (Medical, Dental & Vision)

+ Retirement Plan (401k, IRA)

+ Life Insurance (Basic, Voluntary & AD&D)

+ Paid Time Off (Vacation, Sick & Public Holidays)

+ Short Term & Long Term Disability

+ Training & Development

+ Wellness Resources

Salary: $95,000 - 110,000

Salary rates for this position are competitive and commensurate with experience and industry standards. We offer a comprehensive benefits package that may include health insurance, paid time off, and retirement savings options.