Systems Administration, Lead Associate

Operations Division Support. The GCC Theater Operations Division provides 24/7 operational oversight, support, and maintenance for all GCC-managed services residing on the Army's unclassified and classified portions of the DODIN-A.
* Service Desk Support. Provide service desk support to function as a single point of contact between the GCC and its internal and external customers. The service desk manages ticket incidents and service requests from inception through closure. "Closure" is defined as resolution of customer issue regardless of if the GCC or an outside entity resolved. Tickets shall not be closed in the event the GCC cannot resolve. All tickets are assigned a priority based upon the severity of the system, network, or capability that is impacted.
* Ticket Prioritization. Ensure tickets are processed within the established timelines based upon the assigned priority (i.e. critical, high, or medium) as outlined in the Operations Division SOP. Incident response and remediation should be IAW Appendix C: ITIL Performance Standards.
* Incident Trending. Conduct trending for all incidents to identify recurring service issues tracked under problem management. Trending should be done on a real-time basis and rolled up monthly in a report that summaries key events and potential concerns for the Government.
* Problem Management / Root Cause Analysis. Track all recurring service issues and/or incidents under problem management and perform root cause analysis to identify, track, and resolve the recurring incidents permanently. Identify interim solutions and workarounds, when appropriate, to restore operations in the short-term, while a permanent solution is being identified, approved, and implemented. Coordinate with other service providers to frame the problem for a holistic DoDIN-A perspective specifically to address and collaborate on repetitive issues amongst all service providers.

Required Qualifications:

Minimum of 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD
• DoD Top Secret w/SCI clearance is required for this role
• Certifications: DCWF Code 411 Advanced: Certified Information Systems Auditor (CISA) or Cisco Certified Network Professional (CCNP) Security or CompTIA SecurityX (formerly CASP+) or Federal IT Security Professional-Operator-NG (FITSP-O) or GIAC Global Industrial Cyber Security Professional (GICSP) or GIAC Security Essentials Certification (GSEC) or Systems Security Certified Practitioner (SSCP)
• Abilty to perform shift work

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