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Client Services Lead (Shaw AFB)

Shaw Air Force Base, United States (USA), EMW [EMW-CSL-001]

Field(s) of expertise
Software Engineering
Job type
Contract
Education
Bachelor
Deadline
Closed

About this job

  • Provides second-tier support to end-users for PC, server, mainframe applications, and hardware.
  • Handles problems that the first-tier of help desk support is unable to resolve.
  • May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Maintains currency and highest level of technical skill in field of expertise.

Responsibilities

  • Provide Tier 1 and 2 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues);
  • Provide Tier 1 and 2 hands-on support to users on the AOC/CAOC floor;
  • Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required;
  • Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure;
  • Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance;
  • Manage SIPR PKI program;
  • Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs);
  • Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits;
  • Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCOs, TCTOs, TCNO, MTO, CCO and CTO) management, processing, tracking and status reporting across all network enclaves;
  • Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.); and brief AFCENT leadership to provide situational awareness on outages/failures; and
  • Oversee all PMI scheduling.

Profile

  • Certifications: DoD 8570 Level 2 or higher (Security+)
  • Education Requirements: Must have at least a Bachelor’s degree in Computer Science or related field and 12 years of experience.
  • Must have Knowledge of:
    • iPhones/iPads
    • Good Mobile
    • IMDS
    • CFP SharePoint (NIPR/SIPR)
    • Trusted Thin Client (TTC)
    • PC Boxes
    • Remedy ITSM
    • Explore (Communications Tracker)
    • Performs hands on Tier 1 support (e.g. printer install, etc.)

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