INFORMATION TECHNOLOGY - AUDIO VISUAL SUPPORT WITH SECURITY CLEARANCE
Company: Cherokee Federal
Location: New York
Posted on: October 9, 2024
|
|
Job Description:
Information Technology - Audio Visual Support This position
requires an active Secret clearance. The Information Technology -
Audio Visual Support shall provide Tier Two support for the EADS IT
requests and resolve technology issues in an expedient manner. EADS
requires support for approximately 400 users, 300 NIPR and 100 SIPR
workstations, 60 printers, 50 mobile devices, 500 VoiP/VoSiP
phones, and approximately 200 Video Teleconferencing events
annually. Compensation & Benefits: Estimated Starting Salary Range
for Information Technology - Audio Visual Support: Pay commensurate
with experience. Full time benefits include Medical, Dental,
Vision, 401K, and other possible benefits as provided. Benefits are
subject to change with or without notice. Information Technology -
Audio Visual Support Responsibilities Include: * Take full
ownership responsibilities of the resolution process from the
initial contact with the User to resolution of the Incident,
Problem or Service Request. * 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, this position shall support project associated
with making incremental changes to the operational artifacts in
response to governance, industry, or customer requirements. *
Follow-up on resolved tickets to check quality, get user
concurrence of ticket closure, and to report customer satisfaction.
* 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 EADS management and the COR no
later than seven days of the event or issue. * Establish and
maintain data in the EADS 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. * 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. * AFFOR
CSTs shall review user paperwork to 100% accuracy and submit to
EADS CFP for creation within 48 hours of initiation of new user
documentation. * Provide a full range of hands-on IT-related
support functions. * Responsible for on-site support of computing
devices (desktops, laptops, printers, etc.) and associated
software. * Configure, install, and troubleshoot approved laptops,
desktops, printers, network- connected copiers, scanners, and other
office IT equipment. * Configure, install, and troubleshoot
approved software elements including the operating system (OS). IAW
government regulations. * Maintain and upgrade software elements,
including the OS. IAW government regulations. * Troubleshoot
software and hardware issues. * Troubleshoot configuration
problems. * Assist users with application usage questions and
concerns * Escalate hardware repair/replacement issues to EADS
representatives within 12 hours, if applicable. * Report to the
EADS representative weekly, as specified by the government, on all
performance expectations. * Provide first-look capability for
cryptographic equipment items. Contractor shall be able to perform
operator functions on data encryption devices to include several
models of KG and KIV units and secure voice systems to include STE,
vIPer, DRSN, SVoIP and ECVoIP devices. * Perform first-look
maintenance activities on information systems. If unable to correct
computer or network problems, coordinate with the help desk for
further assistance. Support Air Defense System Integrator (ADSI),
Joint Range Extension (JRE), Global Command & Control Systems,
BCS-F and CBC2 systems and other mission systems as required. *
Provide user support and first-look capability for the A/V and
Secure Video Teleconferencing Capacity (VTC) systems at EADS. *
Maintain, update, and create draft technical documentation,
policies, and procedures for ensuring continuity of knowledge and
operations. * This role shall meet these performance expectations:
* Route and/or assign trouble tickets within 24 hours the next
business day. * Complete assigned incident tickets no later than 30
days after creation. * Escalate, within 24 hours, all tickets that
will breach 30 days from creation. * Ensure no more than 15% of all
incident tickets in the backlog are more than 30 days old unless
coordinated and approved by the Government. * Be able to resolve
50% of issues during the initial engagement with users. * Follow-up
with users within 72 hours of issue closure. * Performs other
job-related duties as assigned. Information Technology - Audio
Visual Support Experience, Education, Skills, Abilities requested:
* A minimum of 3 to 5 years of experience with installing and
upgrading network infrastructure, software, security patches, and
equipment via the use of management tools, i.e., Windows Server
Update Services (WSUS), System Center Configuration Manager (SCCM)
and Active Directory Users and Computers (ADUC). * Must be
compliant with Department of Defense (DoD) Directive 8410
Information Assurance Training (IAT), Certification, and Workforce
Management, IAT Level II requirements to obtain privileged network
access. * Prior experience in providing technical support for
audio-visual systems, including troubleshooting, setup, and
maintenance. * Familiarity with IT helpdesk functions, addressing
user inquiries and resolving issues related to audio-visual
technology. * Proficiency in diagnosing and resolving issues with
audio-visual equipment and systems. * Strong technical skills in
configuring, installing, and maintaining audio-visual hardware and
software. * Excellent communication skills to interact with
end-users, understand their AV needs, and provide effective support
and solutions. * Ability to adapt to evolving audio-visual
technologies and stay updated on industry trends. * A
customer-oriented approach to ensure positive user experiences with
audio-visual technology. * Work collaboratively with IT teams, AV
vendors, and other stakeholders to enhance audio-visual
capabilities. * Ability to manage AV projects, including
installations, upgrades, and system integrations. * Must pass
pre-employment qualifications of Cherokee Federal Company
Information: Cherokee Nation Defense Solutions (CNDS) is a part of
Cherokee Federal - the division of tribally owned federal
contracting companies owned by Cherokee Nation Businesses. As a
trusted partner for more than 60 federal clients, Cherokee Federal
LLCs are focused on building a brighter future, solving complex
challenges, and serving the government's mission with compassion
and heart. To learn more about CNDS, visit cherokee-federal.com.
#CherokeeFederal #LI Cherokee Federal is a military friendly
employer. Veterans and active military transitioning to civilian
status are encouraged to apply. Similar searchable job titles: * AV
Technician * IT Multimedia Specialist * Audio Visual Engineer *
Technical Support Specialist - AV * IT AV Coordinator Keywords: *
Audio Visual * IT Support * Multimedia Technology * Technical
Troubleshooting * Media Equipment Legal Disclaimer: Cherokee
Federal is an equal opportunity employer. Please visit
cherokee-federal.com/careers for information regarding our
Affirmative Action and Equal Opportunity Employer Statement, and
Accommodation request. Many of our job openings require access to
government buildings or military installations. Candidates must
pass pre-employment qualifications of Cherokee Federal. Please
Note: This position is pending a contract award. If you are
interested in a future with Cherokee Federal, APPLY TODAY! Although
this is not an approved position, we are accepting applications for
this future and anticipated need. As required by our governmental
client, this position requires being a US Citizen AND an active
Secret clearance.
Keywords: Cherokee Federal, Milford , INFORMATION TECHNOLOGY - AUDIO VISUAL SUPPORT WITH SECURITY CLEARANCE, IT / Software / Systems , New York, Connecticut
Click
here to apply!
|