Job Detail

Title:  SOUTHCOM Program: Help Desk Technical Support 4 Category:  Information Systems Location:  Miami, FL / USA   |   Sector:  Information Systems

Posting ID:  IT/086887 Description: Northrop Grumman Information Systems sector is seeking a Help Desk Technical Support 4 to join our team of qualified, diverse individuals. This position will be located in Miami Florida. Transforming the future of technology… The qualified applicant will become part of Northrop Grumman's Team supporting the Army Signal Activity - Southern Command's (SOUTHCOM's) mission, which is to plan, engineer, install, operate, maintain, and protect all information technology and information management (IT/IM) systems to enable operations for the USSOUTHCOM HQ and its joint, interagency combined, and tenant elements in Miami, Florida, and selected continental United States sites with a staff of approximately 3,000 (4000 by the year 2011). Northrop Grumman will provide engineers, technicians, software developers, and specialists on-site and on-call to administer ASA-SOUTHCOM's IT/IM systems and networks and to provide support, such as user services, installation and upgrade services, information assurance, logistics and supply support, hardware and software support, help desk services, video teleconferencing (VTC) support, conference room support, tech control facility support, and training support. Northrop Grumman is assembling a team contingent upon winning the ASA SOUTHCOM procurement, but apply today, preferred positions will be filled quickly. Roles and Responsibilities: * Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. * The candidate will staff a level-one, consolidated customer help desk to serve as the single point of contact (POC) to answer IT/IM trouble calls for approximately 3,000+ end users. * Upon receipt of a customer's trouble call, the help desk will use remote access to conduct an assessment of a workstation. The help desk will also utilize MS SMS to install or reinstall software if authorized and required. CA Unicenter Advanced Help Desk is used to record, dispatch, and manage work orders. The help desk will monitor work order progress and will ensure customers receive a work order number, status, and prompt resolution. The candidate will document resolutions or action taken on each work order. Work orders should read easily to understand actions taken and current status. The help desk will monitor work order progress in other sections to ensure the timely handling of customer work orders. * The help desk will answer calls from general officers (GO) received on the GO hotline immediately - not allowing them to go to voicemail. Work orders for general officers and GO-equivalent members will be handled as priority ONE, providing a path to resolution within the technically allowable timeframe. These work orders may be postponed only when so coordinated with the flag officer. Any P-1 work order that presents a technical or resource issue will be raised to and de-conflicted by the GTL. Work orders of importance (but that may not be immediate) will be handled as priority TWO. The default work order handling priority is a priority THREE. The help desk has a telephone call distribution system, but will also receive work orders because of customer walk-ins. * Network Monitoring. During operational hours, the help desk will monitor the network management consoles for any outage. The help desk will notify the appropriate section of any alarms or outages on the network. Network monitoring consoles will be monitored at the Technical Control Facility (TCF) after the help desk closes. Network monitoring consoles are also present at the ASA-SOUTHCOM Current Operations section for daily monitoring by the system and network administrators. * The candidate may be required to travel CONUS (any state in USA) and OCONUS (any country in Central, South America, and the Caribbean to accomplish the tasks contained in this TO. Minimum Qualifications: To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below: * AA or other technical degree * 6 Years related experience * The candidate will obtain certification compliance IAW DoD 8570.01-M Information Assurance Workforce Improvement Program and meet the minimum requirements within six months of the task order award. * Position requires a current Secret Security Clearance Preferred Qualifications: Candidates with these desired skills will be given preferential consideration: * AA or other technical degree with 6 Years Help Desk experience This position is contingent upon contract award, budget, and/or customer approval. For a listing of all Northrop Grumman open positions, please visit our website at www.careers.northropgrumman.com Security Clearance Required.