Help Desk, 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.
* Plans and Exercise (PLEX) Support. Serve as the conduit for NETOPS task orders and bulletins used to disseminate ARCYBER and NETCOM directives down to all Army Service Providers.
* Critical Outages and Incident Reporting. Notify the Government immediately for any critical incidents, outages, and/or intrusions detected per Appendix C: ITIL Performance Standards. Track and report incidents/outages as outlined in established SOPs, policy, and guidance. Additional reporting may be required depending upon the severity of the incident. Develop AARs to document the entirety of the issue, response, and remediation from a holistic perspective across the DoDIN which is inclusive of all relevant Service Providers (e.g. DISA, ARCYBER, 7SC, etc.).
* Orders and Taskings Management. Serve as the primary interface for receipt of taskings, orders, directives, and network bulletins sent to the GCC. Monitor all orders queues (NETCOM, ARCYBER, 7th SC (T) and manage all taskings and orders to ensure information is disseminated and a response is provided within the designated timeframe. Prepare and publish all outgoing network bulletins, technical orders, and cyber bulletins.
* COOP Management. Coordinate with the Government to update the GCC COOP once a calendar year IAW AR 500-3 U.S. Army Continuity of Operations Program Policy and Planning and NIST SP 800-34 Rev 1, Contingency planning guide for Federal IS. Results of an external audit may require an out-of-cycle review and update. Attend exercise planning conferences, develop exercise documentation, participate during the exercise, and prepare AAR / lessons observed documentation during all phases of the exercises.
* COOP Development: Identify and prioritize Mission Essential Functions (MEFs) to plan and fully test continuity of critical services under a disaster scenario to ensure the GCC retains the ability to meet mission. Supported services are comprehensive of all services the GCC currently provides for both CONUS, and internal RCC for capabilities required to meet mission ACAS, Virtual Infrastructure (VI), Desktop Support, Incident handling, DCO, etc. Maintain the GCC COOP Plan and written procedures in the current GCC identified document library. Update, maintain, and modify the NETCOM HQ IT Service COOP for Government approval and IAW Government direction.
* Planned Exercises: Plan, manage, and exercise the COOP as requested by the Government, historically one (1) per calendar year ("full rehearsal" or as part of a tabletop exercise). Global Enterprise Services Support Center COOP Plan Testing will include drafting transportation plans and establishing the breakdown of the network structure and components, telephone, and services at various GEF COOP sites.
* COOP Execution: Upon a disaster scenario, execute steps as laid out in the GCC COOP to include coordination with the COR, evacuation, transportation, and return from an undisclosed remote site. User sites will fail over to the alternate locations for services while their platform is restored.
* COOP Services Risk Assessment: Provide an annual assessment of the services and tools utilized to meet the COOP capability and GCC MEFs.

Basic Qualifications:

0 years with BS/BA; 4 years no degree
• Certifications: DCWF Code 411 Basic: CompTIA A+ or CompTIA Network+
• DoD Secret clearance or above
• General experience includes background in information systems development, network operations, application performance in a client/server environment, or related fields.
• Specialized experience includes the management of helpdesks in a multi-user environment, a comprehensive understanding of PC operating systems, an in-depth knowledge of network and electronic mail operations, and prior supervision of help desk
• Must have a demonstrated ability to communicate exceptionally well both orally and in writing, as well as have a positive customer service attitude

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