Job Description

Overview

The Service Desk Administrator is required to be certified at the associate specialist level in multiple disciplines of systems or networks and security (e.g. MCSA & CCNA-Security). Service Desk Administrators provide monitoring and support of core enterprise systems/services. Conducts basic troubleshooting of incidents and requests reported to the RCC-SWA. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of services. The Service Desk Administrator also analyzes, records, reports and monitors Authorized Service Interruptions (ASIs) of Defense Information Systems (DISA) and CENTCOM facilities, both scheduled and unscheduled. Interprets network topology and identify Hazardous Conditions (HAZCON) within the Southwest Asia AOR. The Service Desk Administrator possesses a working knowledge of relevant DISA reporting and procedural guidelines and regulations. The Service Desk Administrator is responsible for the ownership of Information Technology Service Management (ITSM) tickets from creation/receipt until resolution, and confirmation and closure once escalated to the RCC-SWA while keeping the affected customer informed of the progress.

This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!

You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.

Responsibilities

+ Provide enterprise level technical support and non-technical support regarding ITSM incident requests.

+ Serves as escalation point for application support and troubleshooting, provides guidance and direction in the resolution of escalated issues and complex production, application or system problems.

+ Provide feedback and analyses of technical/non-technical events to internal Vectrus leadership and Watch Officers.

+ Ability to clearly document all activities throughout the duty shift that impacts Theater Operations; i.e. outages, Authorized Service Interruptions (ASI), HAZCONs, receipts of Network Tasking Orders (NTO), and network related trend analysis/metrics.

+ Maintain a high degree of customer service during all support interactions and adhere to all service management principles.

+ Personnel will act as a single POC interfacing with Regional Network Operations Support Centers (RNOSC) and CENTCOM to manage, monitor, and maintain situational awareness of ASIs within the RCC-SWA area of responsibility (AOR).

+ Become proficient with various management tools for daily operations to include, BMC Remedy (ITSM), Defense Enterprise Provisioning Online (DEPO) web portal, DISA Alternate Credentials for Disadvantage Users (ACDU) SharePoint and Active Director (AD).

+ Additional Duties will include:

+ Create Site Operating Procedures (SOP) and Technical Training Procedures (TTP) for standardization and process improvement

+ Create, modify, delete user and computer objects within Active Directory

+ Create, modify, and delete groups within Active Director

+ Provision, modify, delete Enterprise email accounts leverage the DISA Enterprise Provisioning Online (DEPO) web portal

+ Ability to perform comfortably in a fast-paced, deadline-oriented work environment

+ Create, modify, staff Authorized Service Interruption Requests to designation Organizations for Theater Operations Coordination.

+ The work environment will be 95% indoor and 5% outdoor.

+ Perform additional duties as assigned.

Qualifications

+ This position requires candidates to adhere to DoD 8570.01-M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:

+ IAT Level: IAT II

+ BASELINE:

+ Cisco: CCNA Security

+ Cisco: CCNP: Certified Network Professional - Security (Cannot be used as a dual qualifier)

+ CompTIA: CASP+ ce: Advanced Security Practitioner

+ CompTIA: Security+ ce

+ GIAC: GCED: Certified Enterprise Defender

+ GIAC: GCIH: Certified Incident Handler

+ GIAC: GICSP: Industrial Cyber Security Professional

+ GIAC: GSEC: Security Essentials

+ ISACA: CISA: Certified Information Systems Auditor

+ ISC2: CISSP (or Associate): Certified Information Systems Security Professional

+ ISC2: SSCP: Systems Security Certified Practitioner

+ COMPUTING ENVIRONMENT (CE):

+ CompTIA: Server

+ + Microsoft: 365 Certified: Enterprise Administrator Expert

+ Microsoft: 365 Certified: Messaging Administrator Associate

+ Microsoft: 365 Certified: Modern Desktop Administrator Associate

+ Microsoft: 365 Certified: Security Administrator Associate

+ Microsoft: Certified: Azure Administrator Associate

+ Microsoft: Certified: Azure Database Administrator Associate

+ Microsoft: Certified: Azure Security Engineer Associate

+ Microsoft: Certified: Azure Solutions Architect Expert

+ Microsoft: Certified: Identity and Access Administrator Associate

+ Microsoft: Certified: Information Protection Administrator Associate

+ Microsoft: Certified: Security Operations Analyst Associate

+ Microsoft: MCSA: SQL 2016 Database Admin

+ Microsoft: MCSA: SQL 2016 Database BI Development

+ Microsoft: MCSA: SQL 2016 Database Dev

+ Microsoft: MCSA: Windows 10

+ Microsoft: MCSA: Windows Server 2012

+ Microsoft: MCSA: Windows Server 2016

+ Microsoft: MCSE: Cloud Platform and Infrastructure

+ Microsoft: MCSE: Core Infrastructure

+ Microsoft: MCSE: Database Management and Analytics

+ Microsoft: MCSE: Enterprise Devices and Apps

+ Microsoft: MCSE: Private Cloud 2012

+ Microsoft: MCSE: Productivity Solutions Expert

+ Microsoft: MCSE: Server Infrastructure 2012

+ Microsoft: MCT: Certified IT Professional

+ Microsoft: MCT: Certified Systems Administrator

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.