Job Responsibilities:• Provides Service Desk support 24 hours a day for 365 days per year and be the single point of contact for all IT related issues for both internal and external customers.• Provides walk-in customer support from 0700-1500 M-Fr.• Provides updates in tickets in accordance with NASIC/SC policy and resolve all tickets to meet NASIC/SC Service Level expectations.• Provides quality customer service with less than 2 customer complaints/month.• Services tickets daily to include walk-ins, phone calls, and user submitted trouble tickets.• Provides local registration authority (LRA) for SIPRNet tokens and JWICS PKIs.• Provides the following types of Level I1 and Level II support:o Remote Support: provide remote diagnosis/resolution of end-user requests/problems in a customer service oriented, team environment.

• Documents all outages, errors, maintenance, issues, and contacts in the CFP log.• Performs monitoring (network, system, environmental) of multiple data centers/facilities utilizing a variety of scripts, web-pages, and commercial applications to include notification of subject matter expert (SME) for restoral.• Coordinates corrective action required by outside/parent agencies as required.• Be responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems.• Troubleshoots assigned tickets using Standard Operating Procedures (SOP’s).• Provides administrative support as required such as granting/revoking network access and file permissions; performing file/directory restorations; de-provisioning of email accounts; installation of desktop software.• Provides administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts.• Provides administrative support to users for group policy additions and deletions, org box additions and deletions, folder permission issuance and revocation.• Provides desktop support at the customer’s location as required such as adding workstations to the domain, troubleshooting hardware issues, installing drivers; desktop support includes Windows and Red Hat Linux workstations and mobile computing (i.e. laptops and tablets).• Provides 24-hour network and environmental monitoring and appropriate alarm reporting utilizing NASIC-provided tools/capabilities.• Uses the NASIC-provided network monitoring tool (E.g. Solarwinds) to monitor and support various networks and system assets.• Be able to navigate Active Directory and utilize standard Linux based commands.• Replaces workstations with like systems and reload all applicable user applications.• Coordinates with other duty sections such as hardware technicians and software administrators when additional Level II2 or Level III3 support is required.• Utilizes NASIC-provided environmental monitoring system (E.g. Site Scan) to discover and report environmental systems problems.• Follows the Standard Operating Procedures for backup and restoration.• Physically or remotely logs into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists.• Provides daily network status reports.• Assists Air Force Network (AFNET) Enterprise Service Desk (ESD) with resolution of Remedy trouble tickets.• Provides monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month.• De-provision accounts, email, and folders as requested across NIPRNet, Cornerstone-Secret, and Cornerstone-Top Secret.• Acts as the trusted agent for all PKI revocations and issuance.• Acts as the trusted agent for all SIPRNet token revocation and issuance.• Acts as the LRA for SIPRNet tokens and JWICS PKI.• Virus scan media, transfer data from physical media, and move data between networks per NASIC Instruction 33-201. Program can be from 90 to 180 days.

• Possess & maintain Information Assurance Technical (IAT) Level II certification as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (DoD) Directive 8140.01, and DoD 8570.01-M.• Active TS/SCI