Overview

The ADPE-Service Desk Administrator is the front line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in person, by phone, using Remedy or via email. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Work involves troubleshooting hardware problems and repairing or referring to another repair facility as appropriate. The ADPE-Service Desk Administrator installs, troubleshoots, configures and repairs software issues for Windows operating systems (OS) and Microsoft Office Suites; troubleshoots and resolves network connectivity issues at the desktop level; and joins personal computers (PCs) to local domains as required. The Administrator configures local PC connections to network printers; troubleshoots Microsoft Exchange Server connectivity issues; and installs and troubleshoots other software and peripheral devices as required by the customer. Additionally this position may also monitor Tier 1/2 server operations and performance using appropriate software applications and tools. The Administrators shall be the Point of Contact for all local enterprise systems issues (regardless of classification), create and/or manage trouble tickets, and monitor status and report outages to RNOSC Operations. Excellent customer service skills are mandatory.

Responsibilities

• Provides immediate response to all customers who come to the Service Desk. Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues. Excellent interpersonal skills are required.

• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.

• Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office Suites. Troubleshoots all other site authorized software with IMOs and users.

• Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS administration.

• Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Service Desk activities.

• Operates and maintains all aspects of server administration to include but is not limited to Microsoft 200X Active Directory, WINS, DNS, DHCP, print queues etc.

• Installs, configures, and maintains DOD-approved communications software on government computers and configures the network to allow proper user access.

• Installs and configures network printers.

• Joins client computers to Microsoft Active Directory domains.

• Configures Microsoft Outlook and manages personal folders in all versions of Outlook.

• Installs, configures, and maintains security software on military computer systems.

• Repairs and maintains desktop and laptop hardware.

• Daily administration of Exchange 200X servers and Outlook Web Access.

• Proficiency in Microsoft SMS, MOM, SCCM and WSUS.

• Performs VERITAS Backup Exec to conduct file server Backup / Restores.

• Maintain Systems Availability and perform regular maintenance on equipment.

• Proficient at hardware maintenance and troubleshooting of various vender Server platforms including Dell, HP, LTO tape library, fiber switch, and SANs.

• Maintaining antivirus / security requirements by the US Army standards and regulations.

• Provides user and Microsoft Exchange account maintenance as required.

• Performs other duties as required.

Qualifications

• Minimum Qualifications

• Associates Degree in Information Technology (IT) or a related field.

• Certifications

• 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 I

• U.S. citizenship is required.

• Active Secret Clearance.

• Baseline:

• A+ CE, CASP, CCNA Security, CISA, CISSP (or Associate), GICSIP, GSEC, GCED, GCIH, Network+ CE, Security+ CE, SSCP

• CE:

• • MCSA: Windows Server 2008/2012/2016

• • MCSA: Windows 7/10

• • MCSE: Enterprise Devices and Apps

• • MCSE: Server Infrastructure

• • MCSE: Private Cloud

• • MCSE: Cloud Platform and Infrastructure

• • MCITP: Enterprise Desktop Administrator 7

• • MCITP: Enterprise Support Technician

• • MCITP: Server Administrator

• • MCITP: Systems Administrator

• • MCITP: Windows 7 Enterprise Desktop Support Technician (Certified)

• • MCITP: Windows Server 2008 R2, Virtualization Administrator

• • MCT: Microsoft Certified IT Professional

• • MCT: Microsoft Certified Systems Administrator

• • MCTS: Windows Server 2008 Active Directory (config)

• • MS: Windows 7 - Configuring (Exam 70-680)

• • MS: Windows 7 - Enterprise Desktop Administrator (Exam 70-686)

• • MS: Windows 7 - Enterprise Desktop Support Technician (Exam 70-685)

• • MS: Windows 10 - Configuring Windows Devices (Exam 70-697)

• • MS: Windows 10 - Planning for and Managing Devices in the Enterprise (Exam 70-398)

• • MS: Windows 10 - Installing and Configuring Windows 10 (Exam 70-698)

• • Server

• • Experience:

• The ADPE/Service Desk Administrator is required to be an expert in all functions of IAT Level I a Windows Desktop or Server operating system environment. The ADPE/Service Desk Administrator must be able to apply extensive knowledge of a variety of the IA field’s concepts, practices, and procedures to ensure the secure integration and operation of all enclave (NIPR, SIPR, etc.…) systems. Must be able to rely on extensive experience and judgment to plan and accomplish goals for the enclave environment.

• Working Environment

• The work environment will be 95% indoor and 5% outdoor. The outdoor work environment may exceed temperatures of 100F. Candidate must be able to physically withstand extreme heat.

  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.