The candidate shall provide both direct end-user support services and systems-level support services. Candidate shall respond to customer trouble requests and problem calls received by telephone, email or generated from the internal automated software-based request system within C4IM guidelines. The Candidate shall resolve customer issues using automated remote-control software where possible. Additionally, the Candidate will be required to travel (without restrictions) from time to time to support on-going IT contracts DoD and other Federal Customers.
MUST HAVE A SECRET CLEARANCE
Key Responsibilities are including but not limited to:
- Evaluate, plan, migrate, deploy and manage Microsoft 365 services
- Administration of Microsoft Office 365 workloads (Exchange Online, SharePoint Online, Teams, OneDrive for Business and others)
- Install, configure, and troubleshoot desktop and peripheral devices
- Perform critical hardware and software updates to meet security requirements.
- Perform integration, analysis and daily operational support for client hardware and software installations.
- Identify problems related to the interaction of supported equipment and software with equipment and software supported by other systems or infrastructures.
- Field questions from customers on hardware and software and resolve problems between the equipment, application software, communications, and operating systems.
- Configure and troubleshoot desktop video teleconferencing (VTC) hardware and software.
- Troubleshoot end users’ enterprise email system configurations
- Provide user support on Windows current operating system (OS).
- Set up new equipment, create Army Gold Master (AGM) image, load OS and install application software.
- Initialize disk drives, load all software, and resolve any problems that may arise during the troubleshooting process.
- Install, update, remove, configure printers, scanners, and other peripheral equipment.
- Provide support at users’ desktop device with direct hands-on installing, troubleshooting, and repairing of existing and new hardware and software.
- Diagnose automation, communications, and hardware and software problems. Implement solutions, including recommending changes in operating methods to users. Test solutions to ensure no negative impact on other applications.
Additionally, when needed for Federal Contracts:
- Analyze ServiceNow tickets to diagnose automation, communications, and hardware and software problems. Implement solutions, to include recommendation to users of operating method changes and best operational practices. Test software solutions and analyze results to ensure no negative impact on other applications.
- Contact the hardware or software vendor to resolve problems for equipment and software under a warranty or service plan. For other equipment and software, advise the COR via email of the need for vendor-level assistance within two (2) hours of discovery
- Comply with configuration management guidance on user systems as environment changes.
- Provide user support for advanced functions such as scheduling off-line users and multi-profile workstations, e.g., Exchange Client and Outlook configurations for multiple clients on the same system.
- Provide user support for advanced functions such as scheduling off-line users and multi-profile workstations (examples: Microsoft (MS) Exchange Client and Outlook) configurations for multiple clients on the same system.
- The Contractor shall acknowledge all ServiceNow tickets within one (1) workday and resolve all tickets within four (4) workdays. The Contractor shall notify the COR via email within two (2) hours of determining that the Contractor cannot resolve the issue, IAW para. 5.2.2.
- Verify problem and ensure that all the pertinent information is recorded, such as serial number, location, user’s name, phone number and problem.
- Provide an explanation to the user if the problem cannot be resolved within the required time standards set forth in paragraph 10 of this PWS.
- Make follow-up calls to the user (at least 10 percent of the trouble tickets generated within each week) to ensure that:
- The problem has been resolved to the end-user’s satisfaction.
- The equipment has continued to perform as required (if a hardware call).
- The Contractor shall report the results of these calls to the COR in the monthly status report.
Requirements
The ideal candidate will have:
- Must have a good understanding of Microsoft 365 concepts including Office 365 identity management with Azure Active Directory, Exchange Online, OneDrive for business, SharePoint Online, Microsoft Teams, hybrid scenarios, Office Professional Plus & Delve
- Experience on configuring, deploying, and managing Office 365 workloads that focus on efficient and effective collaboration, such as SharePoint (online, on-premises, and hybrid), OneDrive, and Teams is a plus
- Knowledge on deploying, configuring, managing, and monitoring recipients, compliance, threat protection, and mail flow in hybrid and cloud enterprise environments
- Desk Top Support and/or Network experience
- Demonstrated experience with end-user troubleshooting and customer service.
- Possess Security+ CE and A+ CE and enrolled in the COMPTIA Continuing Education (CE) Program.
- DoD experience
- Software Application Test and support experience.
- Possess one additional professional continuing education certification.
- Required to communicate in English verbally and in writing.
- Able to operate motor vehicles and shall possess a valid driver’s license.
- Must be a US citizen
- A bachelor’s degree in related IT field
