Service Center Technician II

Nisga’a CIOPS delivers cleared professionals to support civilian and DoD customers worldwide across intelligence support, cyber/defensive cyber operations, IT O&M, infrastructure modernization, training, and logistics.

Summary:

The Service Center Technician shall perform professional Service Center/call center services to DOI/IA users and log all Incidents in the Service Center Ticketing System. The goal of the DOI/IA Service Center is to address all IT issues and resolve as many incidents as possible without escalation to other service groups. The Service Center Technician II handles Tier 2 IT technical support requests for a broad internal user base. The Service Center Technician II shall manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution. The Service Center Technician II shall be the primary agent for the accountability of the customer's vast IT hardware resources. The Service Center Technician II shall provide reports for technical support activity, property accountability, and event schedules. The Service Center Technician II shall maintain meeting, training, and conference room schedules while coordinating technical support for each room.

This is a more in-depth technical support level than Tier I and contains experienced and more knowledgeable personnel on a particular product or service. Tier II is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. However, prior to the troubleshooting process, the Tier II technician should review the work order to see what the Tier 1 technician already accomplished and how long the technician has been working with the customer. This is a key element in meeting both the PC and business needs as it allows the technician to prioritize the troubleshooting process and properly manage time. If a problem is new or if personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier III technical support group. This may include but is not limited to onsite installations or replacing various hardware components, software repair, diagnostic testing, and utilizing remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.

Preference will be given to Alaska Native and/or American Indian applicants.

Essential Job Functions:

• Receive and respond to customer telephone calls concerning general inquiries, “How To” assistance, or specific problems regarding any OIMT function defined within the performance work statement.
• Shall accept and process all customer Incident, Problem, and Change Tickets.
• Shall assist customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software to include commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer procedural issues. Whole site outages, intermittent connectivity and network response degradation issues shall be escalated in accordance with documented ticket escalation procedures.
• Shall continuously take proactive steps to reduce ticket escalations by adapting new trends, and changes to customer support requirements. All calls, faxes, and emails shall be documented in Service Center Ticket System. Incidents shall be resolved to the customers’ satisfaction as indicated on Closing of Tickets procedures.
• Shall keep the customer informed during the troubleshooting and resolution period until the ticket is closed For Monitor Problem Notifications, review and monitor all network status messaging systems and software in place to determine current system AND network status.
• Shall maintain an awareness of all reported issues that can potentially affect DOI/IA services. Notification systems / software will include Service Center Ticket System, voicemail, email status reports, intranet and other means of customer notification. Should the Service Center Technician require additional assistance in determining nature of a call, work directly with the Federal Functional Lead for support. For the Incident Resolution Activities, open an Incident Ticket in the Ticketing System for every customer contact and attempt to respond to any customer inquiry or IT incident.
• Shall determine and document the scope, impact, and urgency of the problem based on DIO documentation. Shall comply with Service Center Severity levels and response time.
• Shall apply temporary fixes where appropriate while permanent solutions are developed. For Incident Tickets closed on initial call, review the original problem description and resolution to ensure they appropriately match. If the customer reported the original problem incorrectly, the problem description shall be changed to match the resolution. Incident Tickets that cannot be resolved on the initial contact, with or without the help of outside assistance, shall be assigned to the appropriate support queue for further assistance.
• Shall communicate to the customer the direction the resolution efforts are going and give the customer the Ticket number to allow them to follow-up on any progress made. Should the Service Center Technician require additional assistance in determining nature of a call, work directly with the Federal Functional Lead for support. For the Remote Configuration and Administration, use Government furnished software to provide remote assistance, troubleshooting, and problem resolution for desktop computer, Network Attached Storage, network printer, and other devices where remote assistance through the DOI/A network is possible. Current approaches include Microsoft Remote Desktop Functionality, Microsoft Remote Desktop Assistant and the use of DameWare.
• Shall inform the user before starting remote assistance tools. The Service Center Technician must be committed to seeing the incident through to resolution per established standards of similar incidents for all Service Center Ticket Application Incident Tickets opened in their queue, and within their scope, to achieve customer satisfaction. When required
• Shall coordinate efforts with other DOI/IA government offices to resolve the incident promptly. If it is determined to be another DOI/IA government office’s responsibility, notify them of the incident and assign the ticket to that specific entity.
• Shall determine that entity’s information requirements and shall ensure that all necessary information is documented in the ticket. Follow-up with customers, vendors, or DOI/IA constituents, as required, to resolve problems. Shall update Incident Tickets any time with the following: (a) resolution efforts have been taken, (b) a change in the status or impact of the problem has occurred, (c) any contact with a customer, vendor, or DOI/IA constituent has been made, or (d) as regulated by the priority of the ticket or service target date and accompanying text description. Customer contact and follow-up shall be provided as negotiated with the customer. The frequency of updates and follow-up, based on the priority of the ticket, are listed.
• Shall document and maintain an audit trail of the complete problem resolution. Update and close appropriate Incident Tickets. All steps taken to resolve the issue must be completely documented in the ticket. Shall review the original problem description and resolution to ensure they appropriately match. If the customer reported the original problem incorrectly, the problem description shall be changed to match the resolution. Open an Incident Ticket and associate all related issues to this ticket. When multiple incident reports related to the same failure are received, document the call and log all necessary information into Service Center Ticketing Application. Shall open an incident Ticket at the request of another DOI/IA constituent who is informing the OIMT of a distributed client/server or telecommunication Incident trend.
• Shall associate all new related tickets to this incident Ticket based on criteria identified by the DOI/IA constituent. Continue to follow up on the progress of Incident Tickets opened by the Service Center Technician but assigned to another constituent for resolution.
• Shall monitor its progress and escalate any lack of service, repeatedly missed required ticket updates, or other service delivery issues, to the Federal Functional Lead to ensure customer satisfaction. Coordinate, when directed, formal, and informal, meetings and consultations among DOI/IA constituents, third party vendors, and management to address unresolved complex problems, overlapping constituent ownership, and trends involving service delivery issues. Follow current and newly developed specialized procedures based on problem types, urgency and priority. Such procedures will often require special notifications, reports and paging on escalation or transfer. For each problem report, will determine whether a specialized procedure is indicated or not. If so, will follow DOI/IA’s established specialized procedures. Prepare a report detailing all open high impact-high urgency issues encountered up to the time of the report creation and submit it to the high impact-high urgency distribution list.
• Shall produce high impact-high urgency report that shall contain the most up to date information at the time of delivery. The morning high impact-high urgency report shall be created between 06:30 A.M. MT and 7:30 A.M. MT and delivered no later than 7:30 A.M. MT. The afternoon Severity-1 Report shall be created between 2:00 P.M. MT and 3:00 P.M. MT and delivered no later than 3:00 P.M. MT. High impact-high urgency reports are to be sent to the Government Task lead, or their designated representative.
• Provide Tier I application-specific Service Center support to assist users in the functionality and use of the applications. Application support shall include (but not limited to) commercial software and DOI/IA - specific hardware and software.
• Assist with password resets for all DOI/IA applications and IT systems users when appropriate authorization is present.
• Assist with establishing new user accounts for all DOI/applications and IT systems users when appropriate authorization is present Customer Satisfaction Surveys are done on all tickets through the use of automated means.
• Shall review all surveys daily and provide a daily report on any negative feedback with the customer to the Federal Functional Lead. Other reports such as monthly, semi-annual or ad hoc as approved by the Federal Functional Lead, shall be sent out to all customers. On a semi-annual basis, will review and update current Customer Satisfaction Survey questions and submit them to the Government Task Lead for review, comments, and approval. Document any customer complaints received by phone or email regarding undelivered services from the Service Center Technician, vendors, and DOI/IA constituents within 24 hours of the complaint. Shall provide a daily report of customer complaints to the Federal Functional Lead.
• Provide problem analysis and statistical reports as required by DOI/IA to include statistics on new systems deployed, and general call/problem statistics and trending. Identify and deliver new reports required to analyze trends affecting call intake volume or problem resolution performance. Open tickets daily 100% of the time using the DOI/IA Service Center ticketing system. All tickets will be opened and managed according to the Service Center SOP and DOI/IA service delivery standards.
• Document current procedures which relate to the tasks listed in this Task. Work with other staff in developing and documenting new procedures for the tasks listed in this Task.

Necessary Skills and Knowledge:

• Familiarity with standalone and network computers and associated peripheral devices Must have excellent hearing, vision and hand-eye coordination.

Minimum Qualifications:

• High School Diploma or GED IT Infrastructure Library (ITIL) version 4, CompTIA A+ One (1) year experience in computer system/network support Six (6) months of specialized experience related to Hardware PC Technician
• A minimum of two years computer support experience. Must be able to obtain a Government Public Trust clearance.
• Must be able to pass a full criminal record background check, to include a credit check and drug/alcohol screening.

 Preferred Qualifications:

• Public trust and/or government security clearance highly desirable
• Previous experience working with Alaska Native Corporations (ANCs) and/or previous exposure to Alaska Native cultures.

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.