Description
Overview
BlueWater Federal is looking for a Sr Help Desk Lead to support the United States Space Force at Vandenberg Space Force Base in delivering mission-critical 24/7 operations for advanced space command and control systems. This exciting role involves real-time Tier 1 Help Desk services, network and infrastructure monitoring, and rapid response to operational incidents across classified environments.
You'll work with cutting-edge technology platforms like ATLAS and Kobayashi Maru, supporting national defense operations through agile, DevSecOps-driven processes.
Responsibilities
- Manage team of Tier 1 Help Desk Specialists and ensure staffing coverage IAW Government requirement outlined in the Statement of Work.
- Monitor Tier 1 workflow and assist with resolution of issues and/or determine when issue(s) should be escalated.
- Facilitate the positive communications and relationship between Help Desk team and Government users, customers, and other contractor teams.
- Answer user network resource application questions and resolving associated problems.
- Assist with identifying and providing resolution to general classified and unclassified network and application problems.
- Use USSF ticketing system management tools to assess performance metrics and complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues.
- Monitor Tier 1 responses and track, update, review, and identify opportunities for improvement in the team.
- Escalate problems/issues to other work centers or Tier 2 and 3 technical support, when appropriate for resolution.
- Coordinate and participate in installation and refresh projects, when required.
- Report Tier 1 Help Desk ticket activity and status to PM for inclusion in SOW-identified Report deliverables.
Qualifications
- 4+ years of direct experience executing network and systems technical policies and procedures.
- Must have a Top Secret clearance with SCI eligibility
- Must have experience diagnosing network and client issues, troubleshooting connectivity, and performing routine maintenance tasks.
- Experience performing desktop, laptop, and printer maintenance tasks.
- Must be capable of supporting the 24x7x365 environment independently
- Experience with the US Air Force's Kobayashi Maru software products (ATLAS, IRIS, Osiris) and/or WarpCore (Data as a Service), preferred.
Salary range: 100-107K
BlueWater Federal is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sexual orientation, gender identity, status as a protected veteran, or any other characteristic protected by law. BlueWater Federal is a VEVRAA federal contractor and we request priority referral of veterans.
Qualifications
- 4+ years of direct experience executing network and systems technical policies and procedures.
- Must have a Top Secret clearance with SCI eligibility
- Must have experience diagnosing network and client issues, troubleshooting connectivity, and performing routine maintenance tasks.
- Experience performing desktop, laptop, and printer maintenance tasks.
- Must be capable of supporting the 24x7x365 environment independently
- Experience with the US Air Force's Kobayashi Maru software products (ATLAS, IRIS, Osiris) and/or WarpCore (Data as a Service), preferred.
Salary range: 100-107K
BlueWater Federal is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sexual orientation, gender identity, status as a protected veteran, or any other characteristic protected by law. BlueWater Federal is a VEVRAA federal contractor and we request priority referral of veterans.
Responsibilities
- Manage team of Tier 1 Help Desk Specialists and ensure staffing coverage IAW Government requirement outlined in the Statement of Work.
- Monitor Tier 1 workflow and assist with resolution of issues and/or determine when issue(s) should be escalated.
- Facilitate the positive communications and relationship between Help Desk team and Government users, customers, and other contractor teams.
- Answer user network resource application questions and resolving associated problems.
- Assist with identifying and providing resolution to general classified and unclassified network and application problems.
- Use USSF ticketing system management tools to assess performance metrics and complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues.
- Monitor Tier 1 responses and track, update, review, and identify opportunities for improvement in the team.
- Escalate problems/issues to other work centers or Tier 2 and 3 technical support, when appropriate for resolution.
- Coordinate and participate in installation and refresh projects, when required.
- Report Tier 1 Help Desk ticket activity and status to PM for inclusion in SOW-identified Report deliverables.
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