JOB DESCRIPTION:
Caelum Research Corporation is seeking personnel to support the Defense Commissary Agency (DeCA) for Enterprise Service Desk that serves as the nucleus of DeCA’s IT infrastructure support operations. Information Technology (IT) support originates through the utilization of automated enterprise services call tree and BMC’s Remedy service management suite to provede full service support for all government-owned desktop equipment and desktop software in DeCA’s environment including approximately 6,0000 desktop/laptop computers, 700 network printers, 400 mobile devices and 16,000 users. This work includes all support, maintenance and security compliance of the hardware and software within the desktop infrastructure. Services provided within this task shall provide a secure optimal desktop and mobile environment working in tandem with the network and datacenter infrastructure teams. This task encompasses all; planning, analysis, research and development, integration, testing, implementation, operations and maintenance, information assurance, cybersecurity, and final disposition of all components.
This is a full-time position working onsite at Fort Lee, VA.
RESPONSIBILITIES:
- Lead a team that provides service desk support to more than 16,000 users, utilizing approximately 6,000 devices, computers, laptops, wireless devices, PC workstations, printers, and other IT peripherals including mobile devices.
- Assign and manage work and resources providing 24/7 user support.
- Perform full service support for all government-owned equipment and software in the Windows environment.
- Answer all calls routed or transferred to their respective calling queue and ensure that the caller has their issue resolved or logged into a Remedy ticket.
- Work all tickets that are assigned based on priority and age of ticket.
- Develop standard operating procedures, knowledge base articles, technical bulletins and other documents in support of the Enterprise Service Desk.
- Perform all remediation actions for compliance, Security Technical Implementation Guide (STIG), and vulnerability scan violations. Develop Plan of Action and Milestone (POAM) as required.
- Comply with Risk Management Framework (RMF) requirements. Enter work into Enterprise Mission Assurance Support Service (eMASS).
- Design, develop, evaluate and integrate fixes/patches and enhancements through all phases of the System Development Life Cycle (SDLC).
- Execute applicable Information Assurance Vulnerability Management (IAVM) controls for all systems within this task.
- Ensure tools; Host Based Security System (HBSS), Assured Compliance Assessment Solution (ACAS), and Security Content Automation Protocol (SCAP) Compliance Checker (SCC) are used for system security compliance.
- Support all mobile technologies connecting the customer to the infrastructure.
- Responsible for all receipt/issue/transfer of desktop assets.
- Provide immediate support to the Agency Senior Executive Service and VIP members during normal Agency operating hours and augment with 24×7 365 on-call support.
- Ensure all aspects of Disaster Recovery (DR) are operational and tested.
- Review all security logs to include use of DeCA’s enterprise log management system and local event logs.
- Work tickets IAW the Acceptable Quality Level (AQL) for each performance standard.
- Produce Deliverable Reports by fully utilizing automated reporting tools appropriated by DeCA IT.
QUALIFICATIONS:
- Bachelor’s Degree in relevant discipline
- Relevant technical experience managing a centralized multi-tiered service desk that supports a geographically distributed user base.
- Experience and expertise: BMC/Remedy, MS Office, Remote user management and support, OS/IOS
- Working knowledge of ACAS, RMF, eMASS, HBSS, IAVM, MDM, MS Office, NIST RMF Pubs, POAMs, SCAP/SCC, STIG
- U.S. Citizen
- Certifications: Security+, ITIL Intermediate
Contact Information: Email resumes to DeCA@caelum.com
Compensation: Caelum offers comprehensive fringe benefits including health, dental, and vision insurance, 401(K), holidays, vacation, and sick leaves. Base salary is commensurate with education and experience. A year-end or spot bonus is offered for outstanding performance.
Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
EQUAL OPPORTUNITY EMPLOYER:
Caelum is an EOE, offering equal opportunity for any qualified individuals regardless of gender, race, religion, sex orientation, or physical handicap. Caelum especially encourages U.S. veteran for application.