Position: Senior Help Desk Specialist (6 openings)
Location: Primary location in DC area/Pentagon, but two (2) will be in Hampton Roads
POP: This contract is CONTINGENT upon award, but estimated POP is 18Dec2018 - 17Dec2022
Clearance: MUST have in-scope Top Secret at a minimum, but some roles will require SCI. Clearance must be verifiable in JPAS. WE CANNOT UPDGRADE YOUR CLEARANCE.
Joint Staff J6 (JS J6) Information Technology and Knowledge Engineering Support (IT/KE)
OBJECTIVE AND SCOPE:
The contractor shall provide non-personal services to support the JS J6 DD CIO/ITS mission in four key functional areas: Knowledge Engineering, Information Technology Support, Information Technology (IT) Project Management, and eDocument, Task and Records Management (eDTRM).
Knowledge Engineering (KE). The Joint Staff J6 Deputy Directorate for CIO/ITS provides technology synergy and requirements assistance to the Directorates, Senior Leadership, and the National Military Command Center via a team of embedded or centrally managed Knowledge Engineers. The team enables synergy by integrating requirements, initiatives, and developments to leverage JS knowledge and information to facilitate the JS decision-making process.
Information Technology Support (ITS). The Joint Staff has outsourced IT and network service to external organizations. The Information Technology Support team serves as the advocate to these external service providers for the Joint Staff users. The ITS team will actively monitor trouble ticket queues and identify languishing tickets that need action on by the service providers. Additionally, the ITS team will connect and configure Joint Worldwide Intelligence Communications System (JWICS) end user devices such as thin clients, Top Secret Voice Over Internet phones, and printers.
Information Technology (IT) Project Management. The Joint Staff J6 Deputy Directorate for CIO/ITS provides IT project management assistance to the Directorates, Senior Leadership, and the National Military Command Center via a team of centrally managed Project Managers. The team will be TS/SCI eligible and complete projects execution using guidance from the Project Management Body of Knowledge (PMBOK), and by providing IT technical analysis and oversight to ensure successful delivery from external service providers.
eDocument, Task and Records Management (eDTRM). The joint Staff’s eDocument, Task and Records Management (eDTRM) Solution is comprised of Alfresco’s DoD 5015.2 compliant Enterprise Records Management (ERM) system, integrated with the Joint Staff Action Processing (JSAP) system to ensure that records are maintained and tracked through appropriate classification and disposition schedules. This includes full life-cycle management from receipt, control of metadata and image, tasking Joint Staff Directorates, Services, and other DoD agencies for action and records.
IT Issue Resolution: The contractor shall monitor existing Joint Staff NIPR, SIPR, and JWICS ticket queues. The contractor shall assess, track, monitor, and escalate trouble tickets for incidents and problem resolution and verify with the customer when the incident/problem has been resolved.
The contractor shall be required to do both morning and afternoon IT wellness checks across the J-Directorates. The contractor shall identify IT issues and elevate the issues to the appropriate service provider.
The contractor shall assist in the development, testing and implementation of a business process for validating IT service request completion.
As directed by the government, the contractor shall provide technical trend analysis from available data sources to identify performance metrics that will enhance operational performance.
The contractor shall monitor, assess, and track service provider’s authorized service interruptions (ASIs) and advise the government on user impact during the ASI.
The contractor shall provide regular updates to users with open tickets.
IT Requirements Support: The contractor shall assist in the development and validation of IT requirements.
The contractor shall aid the Joint Staff Directorate IT Validators (J-Dir Validators) in the creation, refinement, submission, and validation of user IT requirements
The contractor assist in bi-weekly reviews of open IT requirements.
Strategic Communications: The contractor shall support the delivery of DD CIO/ITS strategic communications to the JS users.
The contractor shall conduct face-to-face communications with users during the wellness checks to reinforce DD CIO/ITS strategic communications.
As directed by the government, the contractor shall assist the DD CIO/ITS collect required information from JS users in order to complete tasked requests for information.
JWICS Installation Support: The contractor shall support the installation of JWICS end user devices.
The contractor shall install and configure JWICS end user devices to include workstations, Top Secret Voice Over Internet Phones, printers, and desktop video teleconferencing systems.
The contactor shall support office moves through the removal, transport, and reinstallation of JWICS end user devices.
The contractor shall dispose of end-of-life JWICS end user devices in accordance with security regulations..
Clearance: An in-scope TS/SCI is required and must be verifiable in JPAS.
Education and Experience: All personnel supporting this taske must have a DoDI 8570.01M (IAT Level II) certification. This means each person must have a Security+ CE certification or equivalent AND an applicable OS/CE certifiation.
Additionally, all personnel supporting this task will have a Bachelor’s degree from an accredited college or university in a curriculum or career field of study in Computer Science or Information Systems with a minimum of 3 years of below task related experience;
OR an Associate’s degree from an accredited college or university in a curriculum or career field of study in Computer Science or Information Systems with a minimum of 3 years of below task related experience.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.
Per EO 11246, this federal contractor and subcontractor will refrain from discharging, or otherwise discriminating against, employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants. An exception exists where the employee or applicant makes the disclosure based on information obtained in the course of performing his or her essential job functions.