View Our Website View All Jobs

Level 2 Helpdesk Support

Do you enjoy learning about new technologies and how they can be used to provide cutting edge services to the Air Force and DOD customers? If so, then look to join the Stellar Innovations and Solutions team! The selected applicant will become part of an existing team, in an environment that will challenge you, force you to continuously innovate, and work on solutions that make a difference. There is a future for you here to support highly visible and strategic programs at SIS! You will realize the rewards of conquering a new challenge in a dynamic and highly-technical working environment that believes our people make the company great and we put them first in decisions to promote from within, host team building events and support a work-life balance. If you love technology and want a career making a difference supporting meaningful Air Force and DOD programs than Stellar Innovations is the company for you.

Job Summary: 

SIS is seeking a Level 2 Helpdesk Support Technician to support the Air Force/DISA helpdesk onsite at the Pentagon. In this role, you will need to understand how the DISA managed Help Desk process supports identification, recognition and resolution of Trouble Tickets placed in their Remedy ticket tracking system. You will support the helpdesk functional requirements and working group meetings to include, but not limited to the Requirements Review Boards, Configuration Review Boards and Interface Working Groups.

Job Duties:

  • Assist the Air Force user community when participating in regression testing, User Evaluation Testing (UET) and Customer Acceptance Testing (CAT)
  • Perform Air Force Requirements Oversight Requirements support:
  • Monitor, staff and track capability requirements document
  • Serve as the Knowledge Management/Decision Support liaison for the AF to support related activities
  • Manage Air Force/DISA meeting agendas and associated documentation
  • Manage and track Air Force/DISA Helpdesk action items.
  • Requirements process facilitation and administrative duties as required to coordinate preparation and execution activities for bi-monthly meetings
  • Maintain capability requirements document, staffing, and task templates
  • Maintain Air Force Requirements Document Distribution list
  • Perform duties necessary to support JROC activities, submit Air Force documents to KM/DS IAW the JCIDS process, process AF and Joint-sponsored documents, support various control boards and publish calendars on the SIPRNet
  • Other Help Desk activities include but are not limited to:
  • Performing metrics collection and reporting
  • Providing ticket resolution descriptions to Problem tracking Tool
  • Assist PMO in maintaining DD2875 Library
  • Provide on-site support to AF as Administrator
  • Provide training and education to users as needed
  • Provide IRSS Administrator training IAW CDRL A026 Administrator Training User Guides (TUG)
  • Provide ad-hoc training to IRSS customers (generally O-5 or equivalent and above
  • Process DRs IAW established IRSS Help Desk procedures and enter user SCRs from the FRRB process and DRs from Problem Tracking Tool into the Information System Management Tool (ISMT)

 

Skills / Qualifications:

  • IRSS Helpdesk Production support preferred
  • Supporting customers and as such with multiple dependencies as detailed in the following (familiarity with these dependencies a huge plus): Defense Information Systems Agency (DISA), GCSS-AF SIPRNET infrastructure, the Capabilities Integration Environment (CIE), the GCSS-AF Responsible Testing Organization (RTO), GCSS-AF Data Services (DS) for access to Knowledge Management/Decision Support(KM/DS) documents, etc
  • Solid experience with System Management Tool (ISMT), Remedy, HP Quality Center (QC), MS SharePoint and Geographically Separated Units (GSU). 

Education / Certifications / Experience:

  • Minimum 5 years’ professional experience
  • Bachelors’ degree or equivalent work experience
  • Must possess a minimum Department of Defense (DOD) Secret level clearance.
  • Must have and maintain certifications necessary for DOD Information Assurance Technical (IAT) Level I or II (one of GSEC, Security+ CE, SSCP, or CCNA-Security)
  • Experience working with Air Force, DISA, etc.
  • US citizenship is mandatory

 

Stellar Innovations & Solutions, Inc. (SIS) offers a wide-range of services based on a solid foundation of Program Management Support, SharePoint Web Application Framework, Infrastructure Virtualization, Audio/Video Integration, Cyber Security, and Software Application Support.  SIS has in-depth experience in working with federal clients providing program management support, customized design, integration and maintenance, vulnerability assessment, risk management and accreditation support, and requirements design, development and testing.  Our mission is to provide customers with innovative solutions designed to help them grow and better manage their operations. We deliver proven concepts of management, design, and integration enabling customers to effectively meet mission critical needs. We maintain our reputation of excellence and achievement through ongoing quality initiatives, and the implementation of industry best practices and employ the most highly-qualified, trained, and certified professionals in the business.

 

SIS, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We are also an equal opportunity employer of individuals with disabilities  and protected veterans.

Physical Requirements: While performing the duties of this job, the employee is regularly required to talk, hear, and use hands to finger, handle or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision. The employee must occasionally lift or move up to 25 pounds. Employee may be required to stand and walk for several hours performing various job related duties. 
 

  • This position description reflects SIS's assignment of essential functions; nothing in this job description restricts the Company's latitude to assign or reassign duties and responsibilities to this job at any time.
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 2MB) or Paste resume

Paste your resume here or Attach resume file

150