TS/SCI Clearance required.
Provide the following types of Level I IT support:
Remote Support – provide remote diagnosis/resolution of end-user requests/problems in a customer service oriented, team environment
Touch Maintenance – provide at-the-desk diagnosis/resolution of end-user requests/problems in a customer service oriented, team environment.
Estimated work load:
72 NASIC corporate customers
5 Foreign LNO’s
Accounts creation and management for 78 plus personnel through the MNIS PMO
Installation as required of new systems
Management of 25 end user workstations
Management of 3 network nodes
New determination of requests per month for MNIS network
Work directly with the MNIS PMO support team for resolution
If request/problem cannot be resolved remotely, transfer request/problem to MNIS Program Management Office (PMO) support team
Primary hours of support (core work hours) for MNIS helpdesk support at WPAFB shall be 1200 – 2100, Monday through Friday, Eastern Standard Time (EST). Other types of support may be necessary outside the core work hours in order to ensure that NASIC operations are not negatively impacted.
IAM Level I certification (CAP, GSLC, Security +CE)
For helpdesk/accounts support:
Maintain Information Assurance Technical (IAT) Level II certification as required by Department of Defense (DoD) Directive 8140.01 (previously 8570.01-M)
Provide support in the Assessment & Authorization (A&A) of systems
Work with Cybersecurity staff members to conduct Risk Management Framework (RMF) activities
Follow all approved IC directives and standards in addition to NASIC policies, processes, and procedures
Develop and maintain security documentation, procedures, and plans
Identify applicable DISA STIGs, and track and report compliance
Ensure configuration management, evaluate and acquire approval for changes to authorized systems
Track and maintain system status related to authorization efforts and provide updates
Define and track completion of Plans of Action & Milestones (POA&Ms)
Maintain Body of Evidence (BoE) to support system ATO and Continuous Monitoring
Assist with system assessments and inspections
Support auditing, malware detection, and vulnerability scanning of systems
Support other Cybersecurity tasks as assigned
Coordinate corrective action required by outside/parent agencies as required
Monitor, open, assign, update and close tickets on up to 4 separate ticketing systems
Troubleshoot assigned tickets using Standard Operating Procedures (SOP’s)
Provide administrative support as required such as granting/revoking network access and file permissions; performing file/directory restorations; installation of desktop software
Provide administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts
Provide 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)
Perform system reboots in the data center as required following documented reboot procedures
Replace workstations with like systems and reload all applicable user applications
Coordinate with other duty sections such as hardware technicians and software administrators when additional Level II or Level III support is required.
Follow the Standard Operating Procedures for backup and restoration.
Physically or remotely log into the MNIS system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists
Utilize the NASIC trouble ticket tracking system (Microsoft System Center Service Manager) and the Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track all customer requests
Assist with account creation, modification, and deletion.
Create, modify, diagnose and resolve account requests/ problems
Interface with external MNIS PMO IT support agency.
Provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month. Report shall include system and PoA&M status (if applicable) and trend data (CDRL A001).