IT Service Desk Ticketing System Administrator

Edgewater Federal Solutions is currently seeking an IT Service Desk Ticketing System Administrator to provide support to the FLETC Enterprise IT Support Services contract located at FLETC Headquarters in Glynco, GA.

• Coordinate and operate the FLETC enterprise IT Service Desk which serves as the single point of contact to manage and respond to all FLETC customer requests for IT support within the FLETC Administrative and Training Network Environments.
• Ensure that all incidents, tickets, work orders, resolutions, change management, and configuration management as they are being performed are documented in the Incident and Problem Management Ticketing System.
• Ensure Service Desk tickets are performed in accordance with standards for installation response time, computer lifecycle replacement, and backup and recovery methodology established by the contract.
• Analyze enterprise IT Service Desk operations and utilize this information to develop recommendations to enhance system processes, system performance, and overall operational improvements and implement approved changes as required. Track significant events in order to facilitate trend analysis and customer needs and provide analysis of hardware and software systems used.
• Assist with developing and/or updating Standard Operating Procedures (SOPs), Change Requests, and contractual reporting against service level agreements.
• Provide an effective quality control plan to monitor the adherence to the required standards and utilize a process to capture levels of customer satisfaction, including the use of automated surveys from the Service Desk management system.
• Managing a geographically dispersed support team that provides Tier 1-3 both telephonic and direct customer assistance involving but not limited to: Internet, e-mail, computer hardware and software, teleconferencing, printers, cellular phones, audio-visual, and telecommunications systems. Support includes initial call resolution and escalation; problem analysis; guiding end users through problem diagnostic and basic recovery procedures; resolving problems; using remote control tools to facilitate problem resolution, while working with both government, contract, and third-party vendor personnel; deploying team members on-site when necessary and managing a travel budget; tracking inventory; recommending upgrades and refreshing outdated systems and devices.
• Assist FLETC library computer system users by providing computer support for the facility during the principle period of service and ensuring computer systems are updated with the latest Computer Based Training (CBT) courses, tests, and course updates.
• Provide secure user access control: receive and process approved requests for the creation, disabling, changing, and deletion of local computer user accounts; establishing, changing and resetting network and local system passwords; provide users with the appropriate permissions that will allow them access to approved network and/or local resources; ensure that user accounts are maintained and managed in accordance with DHS and FLETC policies.
• Manage and inventory hardware and assets through the use of inventory management systems, hand receipts, and logs. Move and/or relocate equipment from one location to another, including the physical disconnecting, moving and reconnecting of equipment.
• Provide, maintain, and update the following enterprise IT Service Desk documentation
• FLETC Enterprise IT Service Desk Weekly Status Report to include, but not limited to: calls opened, closed, active and escalated; computer performance issues; hardware and software installation and upgrade status; status of projects; security incidents; troubleshooting; recommended changes and/or actions based on trend analysis; and other Information believed to enhance the overall effectiveness of the FLETC Administrative and Training Network environments.
• Bi-monthly report identifying tickets that are 15 calendar days old, 30 calendar days old, 60 calendar days old, 90+ calendar days, the status of these tickets, and an estimated completion date for each.
• FLETC enterprise IT Service Desk configuration files/guides to outline the configuration of all FLETC IT assets.
• FLETC enterprise IT Service Desk Computer Systems Backup and Recovery Methodology Guides for all computer systems.
• Review, test, and implement IT security as specified in NIST Special Publications, U.S. Government Configuration Baseline (USGCB), DHS policy, FLETC policy, hardening guidelines, Chief Information Security Officer (CISO) guidance, Cyber Security Operations Center (CSOC) guidance, Information Systems Security Officer (ISSO) guidance, System Authorizations, and System Test and Evaluations for all enterprise IT systems.

• U.S. Citizenship is required per contract to obtain and maintain a Public Trust clearance

• Certified in the administration and management of the FLETC IT Service Desk system (Currently BMC Remedy Service Desk Express, transitioning to Ivanti HEAT Service Desk Management) or have equivalent creditable and verifiable experience

• Extensive design and administrator experience with databases, designing data schemas and structures that maintain clear referential integrity

• Extensive experience programming with Crystal Reports, Visual Basic, Java, Microsoft.Net, ASP.Net, VB.Net, XML, Lightweight Directory Access Protocol (LDAP) and Active Directory Service Interface (ADSI).

Desired:

• Experience in FLETC or another DHS agency
• Certified in BMC Service Desk Express Administrator
• Certified Ivanti HEAT Service Desk Administrator
• Experience with additional features of Ivanti HEAT (Service Management, Asset Manager)

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.