Job Description

Job Type
Full-time
Description

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of War, Intelligence Community, and Federal Civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans consulting and analytics, digital workplace solutions, and cyber compliance. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

The Position

The Help Desk Specialist will be responsible for maintaining operations oversight and situational awareness of the Continental United States (CONUS) Secret Internet Protocol Routed Network (SIPRNet) and Global Command and Control System (GCCS) Management Centers. Also responsible for providing Tier 1 and Tier 2 technical support for both GCCS and Joint Planning and Execution System (JPES), utilizing established customer-provided knowledge base, Standard Operating Procedures (SOP), ticketing system, and other system administration guidelines.

Responsibilities:

• Respond to and diagnose UNIX/Linux problems through discussion with users and provide Tier 1 and 2 technical support by functioning as focal point for GCCS and JPES (emphasis on UNIX/Linux) and user problem resolution to include providing end-to-end ownership of incidents with actual or potential impact to operations and ensuring a timely process through which incidents/problems are controlled
• Provide technical support for UNIX/Linux systems/applications within the SIPRNet and GCCS Management Centers to identifying, researching and resolving technical problems in a timely manner in response to customer incidents received via telephone calls, email and personnel requests with the intended goal to quickly resolve incidents on first contact
• Utilize customer-provided knowledge base and ticket management system to enter, document, track, coordinate, route, resolve, and close user ticket issues to include creating and maintaining a central repository for technical advice and solutions for network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support, and assisting with monitoring and reporting performance metrics
• Exercise sound judgement in developing methods, techniques, and evaluation criteria associated with obtaining results under this contract to include monitoring Key Performance Indicators (KPI) and recommending innovations to improve and enhance overall work center operations
• Interact with technician across multiple disciplines to include, but not limited to networking, Tier 2 and 3, and application support, customers and contract leadership relating complex technical issues/solutions in a manner to establish effective partnerships/relationships in support of accomplishing the work required
• Improve the customers operating environment by providing expert support while also maintaining the cybersecurity/IA posture of systems/hardware managed/administered for both contract and customers assets
• Compliance with all safety and security requirements, policies, and procedures; worksite access protocols and updates, training requirements, required certifications, and other duties/projects as assigned

Additional Information:

• 100% on-site at the Pentagon
• This is a Swing Shift position

Requirements

• Minimum active Top-Secret Clearance with Sensitive Compartmented Information (SCI); AND,
• High school diploma; AND,
• DoD 8570 / 8140 Information Assurance Technical Level II (IAT-II) CompTIA Security+CE; AND,
• 5 years of technical experience with UNIX/Linux support/administration on an enterprise-level, network environment, open or complaint systems, large-scale computer system or multi-server local area network.

Equal opportunity employer, including disability/vets