What are the responsibilities and job description for the Information Technology Specialist position at Goldbelt?
Overview
Nisga'a CIOPS provides hands-on experienced services to civilian and DoD programs worldwide. Delivering highly skilled, cleared personnel who provide services on five continents for a portfolio of customers.
Summary :
The Information Technology Specialist shall provide Tiers One and Two support for AFFOR IT requests and resolve technology issues in an expedient manner. AFFOR requires support for approximately 500 Network Users, 1,000 NIPR / SIPR workstations, 1,000 VoiP and VoSiP phones and 200 printers.
Responsibilities
Essential Job Functions :
- Shall take full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request.
- Shall assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process.
- As with any IT operations, changes to operations should be expected. As such, the Contractor shall support projects associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.
- Shall follow-up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction.
- Shall work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to 1 AF / A6 management and the COR no later than seven days of the event or issue.
- Establish and maintain data in the 1 AF / A6 error tracking database daily; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.
- Engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users.
- Ensure 100% non-IT requests are properly routed to appropriate support
- organizations.
- Shall support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements.
- This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes.
- Review user paperwork to 100% accuracy and submit to 101 ACOMS CFP for creation within 48 hours of initiation of new user documentation.
Qualifications
Necessary Skills and Knowledge :
Minimum Qualifications :
Pay and Benefits
At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.
