Systems Support Specialist Lead

**This position will be physically located in Kuwait in support of LOGCAP**

The Systems Support Specialist Lead will oversee and support personnel of the Automation Support Department (ASD), consisting of Site Technicians, Help Desk, ADPE and small appliance repair personnel. Must have an understanding and knowledge of information systems products/services in order to provide technical software, hardware and network problem resolution guidance to ASD personnel. Ensures escalation and monitoring of complex technical issues as required either by using the Remedy Ticket system or by email and telephone. Coordinates referrals to appropriate technical, professional or service personnel for appropriate service, repairs, training and follow-up. Performing question/problem diagnosis and guiding users through step-by-step solutions in a service center environment; clearly communicate technical solutions in a user-friendly professional manner.

This position description is subject to change at any time as needed to meet the requirements of the program or company.

• Provides and ensures quality Help Desk support to users with non-secure internet protocol routing network (NIPRNET or NIPR), SIPRNET, stand-alone AIS or communications systems issues.
• Uses work order system to initiate, update, and track all user generated work orders.
• Serves as a single point of contact for user status inquiry and serves as a liaison within the organization for information systems problem management.
• Lead and support all personnel of the Automation Support Dept. (ASD).
• Ensures the escalation and monitoring of complex technical issues using the Remedy Ticket System, email, or by telephone.
• Provides guidance to junior personnel for technical issues regarding software, hardware, and network problem solutions.
• Supports analysis, design, testing, and implementation of systems and networks.
• Ensure application of Information Assurance practices and procedure within the computing environment.
• Performs other duties as assigned.

• Education/Certifications: One year related experience may be substituted for one year of education, if degree is required.
  • High School Diploma.
  • College degree or equivalent experience
  • Must be a U.S. Citizen
  • Must have and maintain a valid Secret clearance
  • Meets requirements outlined in AR 25-2 for privileged access (IAT-I) to ISs
  • CompTIA Security+ and MCSA, MCSE, MCITP, MCP or Server+ is required IAW DoD 8570.1-M.
  • Applicant must be Baseline & Computing Environment certified prior to hire in accordance with DoD 8570.1-M.
• Experience:
  • In addition to excellent oral and written communications skills, the ideal candidate should have the ability to provide technical software, hardware, and network problem resolution, make independent decisions by performing question/problem diagnosis in a Help Desk environment. Ability to document, research, identify, and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.
  • Demonstrated strong Help Desk support operations experience.
  • Five or more years of related experience.
  • Strong customer service experience
  • Demonstrated experience handling technical and sensitive situations.
  • Proven ability to build relationships with all levels of the organization and to communicate effectively with senior and department leaderships, also clerical staff.
  • Ability to troubleshoot systems hardware and software issues to full resolution
  • Prior satisfactory job performance
• Skills:
  • DoD Cyber Awareness Training
  • Fort Gordon Cyber Security Fundamentals Training
  • Knowledge and awareness of various DOD network policies
  • Knowledgeable of Security+, Microsoft MCP, MCSA or CCNA concepts.
  • Capable of effectively communicating technical information in English, both written and verbal
• Supervisory Responsibilities:
  • Provides general supervision of Systems Support Specialists, Seniors, and Computer Service Associate personnel.
• Working Conditions:
  • Work is generally conducted in an office environment. However, duties may involve working in the out of doors with a potential exposure to extreme climatic conditions, specifically desert heat. Employee use of personal protective equipment (PPE) is required in certain areas. Such PPE includes but is not limited to head, foot, hand, torso, respiratory, vision, and hearing protective devices. Must comply with OSHA, EPA, Fire and Safety Regulations and published company work rules. Must be able to lift/push/pull 65 lbs. Working environment will be 95% indoor, 5% outside. The outside work environment will also be very hot due to conditions within the region.
• Physical Requirements:
  • Work may require heavy lifting (up to 65 pounds), stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical or biological agents. Employee use of personal protective equipment (PPE) is required for some situations. PPE includes but is not limited to head, foot, torso, respiratory, vision, and hearing protective devices. Must comply with all Fire and Safety Regulations and Camp policies.

• Education/Certifications: One year related experience may be substituted for one year of education, if degree is required.
  • High School Diploma.
  • College degree or equivalent experience
  • Must be a U.S. Citizen
  • Must have and maintain a valid Secret clearance
  • Meets requirements outlined in AR 25-2 for privileged access (IAT-I) to ISs
  • CompTIA Security+ and MCSA, MCSE, MCITP, MCP or Server+ is required IAW DoD 8570.1-M.
  • Applicant must be Baseline & Computing Environment certified prior to hire in accordance with DoD 8570.1-M.
• Experience:
  • In addition to excellent oral and written communications skills, the ideal candidate should have the ability to provide technical software, hardware, and network problem resolution, make independent decisions by performing question/problem diagnosis in a Help Desk environment. Ability to document, research, identify, and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.
  • Demonstrated strong Help Desk support operations experience.
  • Five or more years of related experience.
  • Strong customer service experience
  • Demonstrated experience handling technical and sensitive situations.
  • Proven ability to build relationships with all levels of the organization and to communicate effectively with senior and department leaderships, also clerical staff.
  • Ability to troubleshoot systems hardware and software issues to full resolution
  • Prior satisfactory job performance
• Skills:
  • DoD Cyber Awareness Training
  • Fort Gordon Cyber Security Fundamentals Training
  • Knowledge and awareness of various DOD network policies
  • Knowledgeable of Security+, Microsoft MCP, MCSA or CCNA concepts.
  • Capable of effectively communicating technical information in English, both written and verbal
• Supervisory Responsibilities:
  • Provides general supervision of Systems Support Specialists, Seniors, and Computer Service Associate personnel.
• Working Conditions:
  • Work is generally conducted in an office environment. However, duties may involve working in the out of doors with a potential exposure to extreme climatic conditions, specifically desert heat. Employee use of personal protective equipment (PPE) is required in certain areas. Such PPE includes but is not limited to head, foot, hand, torso, respiratory, vision, and hearing protective devices. Must comply with OSHA, EPA, Fire and Safety Regulations and published company work rules. Must be able to lift/push/pull 65 lbs. Working environment will be 95% indoor, 5% outside. The outside work environment will also be very hot due to conditions within the region.
• Physical Requirements:
  • Work may require heavy lifting (up to 65 pounds), stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical or biological agents. Employee use of personal protective equipment (PPE) is required for some situations. PPE includes but is not limited to head, foot, torso, respiratory, vision, and hearing protective devices. Must comply with all Fire and Safety Regulations and Camp policies.

This position description is subject to change at any time as needed to meet the requirements of the program or company.

• Provides and ensures quality Help Desk support to users with non-secure internet protocol routing network (NIPRNET or NIPR), SIPRNET, stand-alone AIS or communications systems issues.
• Uses work order system to initiate, update, and track all user generated work orders.
• Serves as a single point of contact for user status inquiry and serves as a liaison within the organization for information systems problem management.
• Lead and support all personnel of the Automation Support Dept. (ASD).
• Ensures the escalation and monitoring of complex technical issues using the Remedy Ticket System, email, or by telephone.
• Provides guidance to junior personnel for technical issues regarding software, hardware, and network problem solutions.
• Supports analysis, design, testing, and implementation of systems and networks.
• Ensure application of Information Assurance practices and procedure within the computing environment.
• Performs other duties as assigned.