Service Desk Support and Systems Administrator - San Antonio, TX - TS/SCI

General Dynamics Information Technology     San Antonio , Texas 78201
JOB ID: 2017-23337

   

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Job Description

Manages the functionality and efficiency of a group of computers running on one or more operating systems.

1. Manages the functionality and efficiency of a group of computers running on one or more operating systems.

2. Maintains the integrity and security of servers and systems.

3. Sets up administrator and service accounts.

4. Maintains system documentation

5. Interacts with users and evaluates vendor products.

6. Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.

7. Develops and monitors policies and standards for allocation related to the use of computing resources.

8. May program in an administrative language.

9. Develops and implements testing strategies and document results.

10. Provides advice and training to end-users.

11. Maintains current knowledge of relevant technologies as assigned.

12. Participates in special projects as required.

13. Proficiency in Windows Operating Systems and Microsoft Office Products. Microsoft Active Directory; Microsoft Server 2003, 2008, or higher; proficiency in VMWare 5.1 or higher and VSphere Administration.

Tasks in direct support of the government include, but are not limited providing or ensuring the team provides the following services:

Help Desk – Provide customer interface by supporting requirements, such as, network accounts, web browsing (i.e. Internet Explorer), e-mail (i.e. Outlook), word processing (i.e. Word), spreadsheets (i.e. Excel), databases (i.e. Access), presentation (i.e. PowerPoint), photo editor, desktop publishing, scanning, writing to appropriate media, telephone voice mail and services, equipment issues, etc. Provide multi-media coordination and assistance supporting the setup of conferences, meetings, and Video Teleconference (VTC) operations.

Problem Resolution – Provide IT support to resolve and document problems, using appropriate ticketing systems. Escalate problems to the appropriate organization or process, when required. Utilize the current customer provided priority matrix as an order to responding to service requests (e.g. trouble tickets).

Core HW and SW – Support for common, standard user workstations, and associated software (standard/common configuration/build) deployed throughout the organization. Review, maintain, and correct any configurations that do not comply with Air

Force and organizational policies. Serve as a single source for Standard Desktop Configuration (SDC) images. Control usage and install SDC on all appropriate workstations.

Build equipment in accordance with latest SDC images and provide equipment install at user desktop.

Ensure Equipment Custodian Officer (ECO) or Unit Software License Manager (USLM) approves all hardware and software prior to use.

Handheld Wireless Devices – Support wireless devices (e.g. smart phones, cellular air cards, etc.) users. To include service setup, maintenance, and end user support.

Specialized Network Support – Support special network user devices and other mission systems and applications deployed within an unclassified/classified environment or network.

Remote Desktop Management – Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.

Moves, Add’s and Changes (MAC) requests – Provide specialized support for increasing, decreasing, deleting, and adding, location adjustment of services for devices and applications, and port security requirements.

Email and Chat Services – Design, install, operate, maintain, and support messaging and, collaboration, including Government Personal Electronic Devices/Tablets/Mobile Devices/etc., voice and data plans, supporting servers, end-user mobile, anti-spam, and pop-up solutions.

Help Desk Intranet site – Maintain SharePoint helpdesk intranet site, which contains information on standards, security policies, technology ordering and technical tips and hints.

Help Desk Performance – Measure and provide weekly help desk performance reports to Task Lead, Service Desk Lead, Server Support Lead, or COR. Provide recommendations to make the Service Desk more efficient.

Network Health – Provide troubleshooting and resolution expertise to determine network component and configuration issues/failures.

Technical Assistance – Provide technical assistance to support organizational program initiatives. Coordinate solutions with team leads, supervisors, appropriate managers, specialists and/or Contractor technicians.

Customer Training – Provide formal, informal, and On-the-Job Training, related to help desk applications, to customers and Military/Government internal staff, as required.

Compliance – Ensure all systems comply with IAVA, IAVB, and TCNO direction. This includes, but is not limited to, reviewing, applying, testing, implementing patches, changes in settings, and updating reporting databases.

Utilize existing problem prevention and workload reduction techniques. Recommend enhancements to existing techniques and new techniques to Government staff.

Attend weekly meetings to update Government leadership on status, issues, and resolutions as required.

STIG Compliance- Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.

Systems Administration – Team is responsible for Operating System (OS) maintenance of approximately 15 Mission Servers (Unclassified through Top Secret). Most are within a VMWare Platform. The administrators shall install, support, and maintain all computer systems and servers, plan and respond to service outages, and diagnose software and hardware failures to resolution. Provide system design and analysis. Implement and ensure security preventive measures are fully functioning. Maintain server efficiency by monitoring, enhancing system performance, and maximizing disk space. Maintain current patching requirements by performing Automated Service Interruptions (ASI’s) on program/mission specific servers.

System Test and Maintenance – Maintain robust network environment by ensuring system testing and maintenance is complete.

Backups: Install, test, maintain, upgrade and develop production and development servers and application software. Perform daily, weekly, and monthly scheduled backups on production and development systems to include, validation of backups, backup plan, disaster recovery plan and backup of data prior to ASI. Review audit logs and recover data on operational systems as required. Backup library duties include storage and management of tapes, disks and other magnetic media at customer’s location and off-site storage facilities. Run security checklist processes on servers and inform customer of all system downtime planned for maintenance, system patches, upgrades or new releases.

Maintain in accordance with DoD Security Policy: Enforce DoD system and security policies, establish and monitor user accounts, install system upgrades, manage system resources, optimize system efficiencies and ensure only authorized personnel access data

Education

Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.All personnel shall have at a minimum DoDD 8570.01-M and 8140 approved and registered IAT Level II baseline certification, with preferred Security + CE to be considered for this task order.

Qualifications

2-5 years of directly related experience in systems administration and analysis.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.

With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.

GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

Security:Top Secret/SCI with Polygraph

Location: San Antonio, TX - Texas


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