Job Description

Overview

**This position is physically located in Kuwait in support of LOGCAP.**

+ Under supervision of the Systems Support Manager will will oversee and support personnel of the Automation Support Department (ASD), consisting of Site Technicians, Help Desk, ADPE and small appliance repair personnel. Must have an understanding and knowledge of information systems products/services in order to provide technical software, hardware and network problem resolution guidance to ASD personnel. Ensures escalation and monitoring of complex technical issues as required either by using the Remedy Ticket system or by email and telephone. Coordinates referrals to appropriate technical, professional or service personnel for appropriate service, repairs, training and follow-up. Performing question/problem diagnosis and guiding users through step-by-step solutions in a service center environment; clearly communicate technical solutions in a user-friendly professional manner.

Responsibilities

+ This position description is subject to change at any time as needed to meet the requirements of the program or company.

+ Provides and ensures quality Help Desk support to users with non-secure internet protocol routing network (NIPRNET or NIPR), SIPRNET, stand-alone AIS or communications systems issues.

+ Uses work order system to initiate, update, and track all user generated work orders.

+ Serves as a single point of contact for user status inquiry and serves as a liaison within the organization for information systems problem management.

+ Lead and support all personnel of the Automation Support Dept (ASD).

+ Ensures the escalation and monitoring of complex technical issues using the Remedy Ticket System, email, or by telephone.

+ Provides guidance to junior personnel for technical issues regarding software, hardware, and network problem solutions.

+ Ensure application of Information Assurance practices and procedure within the computing environment.

+ Supports analysis, design, testing, and implementation of systems and networks.

Qualifications

+ + Minimum Qualifications: Education/Certifications: One year related experience may be substituted for one year of education, if degree is required.

+ Must be a U.S. Citizen

+ Must be able to obtain and maintain valid Secret Clearance

+ A valid driver's license and the ability to obtain a U. S. Government Motor Vehicle Operator's License and host nation Driver's License, is required.

+ Meets requirements outlined in AR 25-2 for privileged access (IAT-I) to ISs CompTIA Security+ and MCSA, MCSE, MCITP, MCP or Server+ is required IAW DoD 8570.1-M.

+ Applicant must be Baseline & Computing Environment certified prior to hire in accordance with DoD 8570.1-M.

+ College Degree

+ Experience:

+ Demonstrated strong Help Desk support operations experience.

+ Five or more years of related experience.

+ Strong customer service experience

+ Demonstrated experience handling technical and sensitive situations.

+ Proven ability to build relationships with all levels of the organization and to communicate effectively with senior and department leaderships , also clerical staff

+ Ability to troubleshoot systems hardware and software issues to full resolution

+ Prior satisfactory job performance

+ Skills:

+ DoD Cyber Awareness Training

+ Fort Gordon Cyber Security Fundamentals Training

+ Knowledge and awareness of various DOD network policies

+ Knowledgeable of Security+, Microsoft MCP, MCSA or CCNA concepts.

+ Capable of effectively communicating technical information in English, both written and verbal

+ Supervisory Responsibilities:

+ Provides general supervision of Systems Support Specialists, Seniors, and Computer Service Associate personnel.

+ Working Conditions:

+ Must be capable of working in an extreme weather conditions with temperatures exceeding 120 degrees Fahrenheit.

+ Indoor and/or outdoor environment with very adverse and harsh conditions (i.e., hot, dry, duty, desert environment with average temperatures of 30 degrees in the winter and 130 degrees in the summer months).

+ Includes some industrial production environment conditions as well.

+ Physical Requirements:

+ Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

+ Work may require heavy lifting, stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical, or biological agents.

+ Employee use of personal protective equipment (PPE) is required for some situations. PPE includes, but is not limited to, head, foot, torso, respiratory, vision, and hearing protective devices.

+ Must comply with all Fire and Safety Regulations and post policies.

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.