DDI Systems Administrator

The DDI System Administrator perform Help Desk Services support for computer Desktop, Laptop, and peripheral equipment and DDI systems and applications. 

Education and Experience:  

• (Preferred) Bachelor’s Degree 

• 2 to 3 Years of experience 

• Security CE (or appropriate DoDM 8570 Baseline Certification)  

• IAT Level II certification is required before start  

• Public Trust Clearance – Tier 3 

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System Administrator Responsibilities:  

• Assist Field Technicians in response to situations where the normal troubleshooting processes have failed to resolve the customer’s problem at Tier 1 or Tier 2 Help Desk support. 

• Provide installation, support and maintenance for approximately (23) Servers used for printer services, database or file storage services, medical application services, or other business functions.  

• Perform maintenance and technical support for network security applications such as hard-disk encryption.  

DDI Support Responsibilities 

• Diagnose, troubleshoot, and repair Navy DDI problems reported by end users regarding the Information Systems and other hardware that has been provided for their use.   

• Coordinate with equipment vendors as required to diagnose problems, perform troubleshooting, and install replacement components for defective parts.  

• Assist Field Technicians and the end-user with obtaining, installing, configuring, and repairing Information Management Systems and peripherals. 

• Diagnose and troubleshoot problems affecting software applications used by Navy end-user and coordinate with the site Systems Administrators as necessary to resolve problems.  

• Install and configure new Navy DDI hardware including upgrades acquired by the Government and ensure that the equipment operates according to the manufacturer’s specifications and/or in compliance with current Government Information Security guidelines. 

• Install Navy DDI software on new hardware and may be required to transfer user data files from old equipment to the new equipment and perform functional testing with the end-user after installation to ensure that full functionality exists with the new equipment, as required. 

• Relocate, install, or retrieve Navy DDI computer equipment to/from other locations as required and ensure that all configuration and asset inventory documents are updated to reflect the new location.  

• Responsible for digital sensors, drivers for the digital sensors, operation of the APTERYX application and coordinating replacement of bad devices. 

• Provide help desk Tier 1 and Tier 2 support. The help desk functions as the single contact-point for end-users' incidents. Provide assurance that service requests, incidents, and problems are managed in accordance with industry best practices.   

• Support other 3rd party software in support of dental clinic operations, such as; DENCAS, CareStream, MedWeb, Dolphin, SDI, Dental PAX integration, and other new technologies as required. 

• Perform Configuration updates, changes, and installations of new hardware and software to be in compliance with Government Information Security guidelines. 

Knowledge and Skills:  

• Excellent verbal and written communication skills 

• Ability to organize and facilitate planning and demonstrations 

• Ability to track, manage, and ensure projects tasks are completed in a timely manner 

• Strong commitment to providing quality service 

• Excellent interpersonal, negotiation and communication (verbal and written) skills 

• Excellent organizational, time management and follow through skills 

• Ability to manage multiple competing priorities 

• Strong analytical and follow through skills 

• Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments 

• Ability to work well independently on defined tasks 

• Ability to work well as part of a team 

• Knowledge of ServiceNOW Ticketing/Global Service Center  

• Basic knowledge of network troubleshooting (PING, Speedtests) 

• Knowledge of Windows 10 and 11 OS 

• Knowledge of MS Office 365 

• Knowledge of DENCAS, CareStream, MedWeb, Dolphin, SDI, Dental PAX Active Directory 

• Knowledge of APTERYX application  

Technical Knowledge  

• Experience with call management system 

• Experience with ServiceNOW Ticketing/Global Service Center 

• Experience with troubleshooting DENCAS, CareStream, MedWeb, Dolphin, SDI, Dental PAX Active Directory 

• Experience with troubleshooting APTERYX application and coordinating replacement of bad devices 

Travel Requirements:  

• This position will involve less than 10% travel 

Clearance/Citizenship:  

• Public Trust Tier-3 

• Must be US Citizen