LOCATION: McClellan Park, CA
Provide phone and on-site support for DMEA personnel and phone/remote desktop support for remote and TDY DMEA personnel. Support will cover a wide range of desktop hardware and software, common IT services, and DMEA specific applications on all DMEA unclassified and classified secret information systems. Support call/contact center operations from 6am to 6pm Monday through Friday excluding federal holidays and provide on call support 24 hours per day including holidays and weekends with a response time not to exceed one hour to the government site for urgent necessity as determined by DMEA. Provide Tier 2 level IT support and trouble call resolution. Provide trouble call resolution in a knowledgeable, friendly, and professional manner. Meet DMEA established service level metrics for call response, technical support, and customer service. Input trouble calls into the DMEA ticket tracking system and ensure all relevant information is gathered and documented. Resolve trouble calls in person at the help desk (business hours only), over the phone, and through email. Analyze and resolve trouble tickets utilizing tools such as remote desktop. Escalate trouble tickets when required by service desk processes to either Tier 2, Tier 3, or appropriate team/individual. Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner. Assign Trusted Agents (TAs) responsible for issuing alternate tokens and PINs to DMEA personnel when required. Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable. Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.
Years of Experience: 5+ yrs.
Be certified as IAT Level I per DoD 8570.01-M guidance for Baseline certifications. Be able to obtain a task order related computing environment system certifications IAW DoD 8570.01-M guidance for computing environment certifications and DMEA policy.
Full benefits are offered.
Bravura is a rapidly growing Woman Owned Small Business (WOSB) that provides professional and engineering services, technology solutions and product offerings to DoD, Federal Civilian agencies. Bravura is an Equal Opportunity Employer. Bravura does not discriminate against employees or applicants for employment on any legally recognized basis (protected class) including, but not limited to: veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law. These are positions that require a U.S. Citizenship.