Service Desk Admin I NOSC

Overview

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.
The Service Desk Administrator is required to be certified at the associate specialist level in multiple disciplines of systems or networks and security (e.g. MCSA & CCNA-Security). Service Desk Administrators provide monitoring and support of core enterprise systems/services. Conducts basic troubleshooting of incidents and requests reported to the RCC-SWA. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of services. The Service Desk Administrator also analyzes, records, reports and monitors Authorized Service Interruptions (ASIs) of Defense Information Systems (DISA) and CENTCOM facilities, both scheduled and unscheduled. Interprets network topology and identifies Hazardous Conditions (HAZCON) within the Southwest Asia AOR. The Service Desk Administrator possesses a working knowledge of relevant DISA reporting and procedural guidelines and regulations. The Service Desk Administrator is responsible for the ownership of Information Technology Service Management (ITSM) tickets from creation/receipt until resolution, and confirmation and closure once escalated to the RCC-SWA while keeping the affected customer informed of the progress. Program: OMDAC-SWACA
This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program! You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.
Responsibilities

Provide enterprise level technical support and non-technical support regarding ITSM incident requests.
Serves as escalation point for application support and troubleshooting, provides guidance and direction in the resolution of escalated issues and complex production, application or system problems.
Provide feedback and analyses of technical/non-technical events to internal Vectrus leadership and Watch Officers.
Ability to clearly document all activities throughout the duty shift that impacts Theater Operations; i.e. outages, Authorized Service Interruptions (ASI), HAZCONs, receipts of Network Tasking Orders (NTO), and network related trend analysis/metrics.
Maintain a high degree of customer service during all support interactions and adhere to all service management principles.
Personnel will act as a single POC interfacing with Regional Network Operations Support Centers (RNOSC) and CENTCOM to manage, monitor, and maintain situational awareness of ASIs within the RCC-SWA area of responsibility (AOR).
Become proficient with various management tools for daily operations to include, BMC Remedy (ITSM), Defense Enterprise Provisioning Online (DEPO) web portal, DISA Alternate Credentials for Disadvantage Users (ACDU) SharePoint and Active Directory (AD).
Create Site Operating Procedures (SOP) and Technical Training Procedures (TTP) for standardization and process improvement.
Create, modify, delete user and computer objects within Active Directory.
Create, modify, and delete groups within Active Directory.
Provision, modify, delete Enterprise email accounts leverage the DISA Enterprise Provisioning Online (DEPO) web portal.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
Create, modify, staff Authorized Service Interruption Requests to designation Organizations for Theater Operations Coordination.
The work environment will be 95% indoor and 5% outdoor.
Perform additional duties as assigned.
Qualifications

This position requires candidates to adhere to DoD 8570.01-M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:
IAT Level: IAT II
BASELINE:
Cisco: CCNA Security
Cisco: CCNP: Certified Network Professional - Security (Cannot be used as a dual qualifier)
CompTIA: CASP+ ce: Advanced Security Practitioner
CompTIA: Security+ ce
GIAC: GCED: Certified Enterprise Defender
GIAC: GCIH: Certified Incident Handler
GIAC: GICSP: Industrial Cyber Security Professional
GIAC: GSEC: Security Essentials
ISACA: CISA: Certified Information Systems Auditor
ISC2: CISSP (or Associate): Certified Information Systems Security Professional
ISC2: SSCP: Systems Security Certified Practitioner
COMPUTING ENVIRONMENT (CE):
CompTIA: Server+
Microsoft: 365 Certified: Enterprise Administrator Expert
Microsoft: 365 Certified: Messaging Administrator Associate
Microsoft: 365 Certified: Modern Desktop Administrator Associate
Microsoft: 365 Certified: Security Administrator Associate
Microsoft: Certified: Azure Administrator Associate
Microsoft: Certified: Azure Database Administrator Associate
Microsoft: Certified: Azure Security Engineer Associate
Microsoft: Certified: Azure Solutions Architect Expert
Microsoft: Certified: Identity and Access Administrator Associate
Microsoft: Certified: Information Protection Administrator Associate
Microsoft: Certified: Security Operations Analyst Associate
Microsoft: MCSA: SQL 2016 Database Admin
Microsoft: MCSA: SQL 2016 Database BI Development
Microsoft: MCSA: SQL 2016 Database Dev
Microsoft: MCSA: Windows 10
Microsoft: MCSA: Windows Server 2012
Microsoft: MCSA: Windows Server 2016
Microsoft: MCSE: Cloud Platform and Infrastructure
Microsoft: MCSE: Core Infrastructure
Microsoft: MCSE: Database Management and Analytics
Microsoft: MCSE: Enterprise Devices and Apps
Microsoft: MCSE: Private Cloud 2012
Microsoft: MCSE: Productivity Solutions Expert
Microsoft: MCSE: Server Infrastructure 2012
Microsoft: MCT: Certified IT Professional
Microsoft: MCT: Certified Systems Administrator
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran
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