Enterprise Information Services, Inc.

Service Center Analyst - PAC C4I

Job Location US-VA-Norfolk
ID
2020-4335
# of Openings
1
Targeted Job Start Date
8/3/2020

Overview

Required Security Clearance: US DoD Secret Clearance.

 

We are seeking candidates with general knowledge, understanding, and experience to provide Tier 1 support for NAVWAR PEO C4I programs:

  • NAVWAR PMW 120 Battlespace Awareness Information Operations, which provides intelligence, meteorological, oceanographic, and information operations data, products and services (aka METOC systems).
  • NAVWAR PMW 170: Communications and GPS Navigation (aka SATCOM systems), which provides and supports interoperable, cost-effective positioning, navigation, and timing services, assured and resilient communications, and GPS navigation to enable information warfare capabilities for maritime forces.
  • Other NAVWAR C4I Systems Support: Provide support for other C4i systems to include: Global Command and Control Systems (GCCS, GCCS_J/M, GCCS Ashore), Joint Automated Deep Operations Coordination System (JADOCS), Theater Battle Management Core Systems (TBMCS), Navy Information Application Product Suite (NIAPS), Navy Tactical Command Support System (NTCSS), and Optimized Organizational Maintenance Activity (OOMA).

Enterprise Information Services, LLC is a leading mid-tier solutions integrator providing Systems Engineering, Information Technology, and Program Management Office (PMO) services and solutions to the Federal Government for more than 25 years. EIS employs more than 400 professionals in 40 locations in over 25 states and OCONUS.

Responsibilities

In this position you will provide Tier 1 support in a service center environment with the goal of first contact resolution. Promptly and courteously respond to customer inquiries via phone, voicemail, E-mail and include the concepts of Total Contact Ownership by owning every service request or incident. Monitor and continue to work on the customer’s service request or incident and follow up with the customer until that issue is resolved to the customer’s satisfaction.

 

Specific duties include:

  • Provide technical support and troubleshooting for PMW 120 METOC systems and PMW 170 SATCOM systems support to fleet system administrators and maintainers.
  • Diagnose and resolve software issues as well as logistics and administrative questions.
  • Advise customer on appropriate action(s) towards resolution.
  • Follow standard help desk procedures.
  • Log all help desk interactions in IT Service Management/Remedy.
  • Redirect problems to appropriate resources.
  • Identify and escalate situations requiring urgent attention.
  • Track and route problems, requests, and document resolutions.
  • Prepare various activity reports and respond to data and metrics calls.
  • Stay current with system information, changes and updates.
  • Interacts daily with supervisor, peer groups, and customers.
  • Rotating shifts provide 24-hour support 7 days per week with occasional on-call weekends.

Qualifications

Required Security Clearance: US DoD Secret Clearance.

 

Required Education and Experience:

  • 1+ years of prior IT Helpdesk related work experience in a Windows call center environment.
  • 1 year of experience with BMC Remedy ARS, Remedy ITSM, HEAT, TrackIT, Magic, Peregrine, or other ticketing systems is a must.
  • Familiar with basic networking concepts and protocols
  • Experience supporting Microsoft Office and Windows OS in an enterprise environment
  • Familiarity with Excel, PowerPoint, Outlook, Word and Database Software
  • Understanding of Databases and Knowledge Management (KM) tools.
  • Strong Oral and written communication skills
  • Customer Service orientated
  • Problem analysis
  • Problem-solving

Preferred Knowledge or Experience:

Information Systems Technician (IT) : Knowledge or experience with performing core and specialty functions of network administration; installing applications and peripherals, troubleshooting user problems, and providing assistance with the use of computer hardware and software including printers, word-processors, electronic mail systems, and operating systems; conducting system backups and restores; utilize knowledge of database management systems to maintain, administer, test, and implement computer databases. Including:

  • Designing, installing, operating and maintaining state-of-the-art information systems technology including local and wide area networks, mainframe, mini and microcomputer systems and associated peripheral devices;
  • Writing programs to handle the collection, manipulation, and distribution of data for a wide variety of applications and requirements;
  • Performing the functions of a computer system analyst;
  • Operating and coordinating telecommunications systems including automated networks and the full spectrum of data links and circuits;
  • Applying diagnostic, corrective and recovery techniques to all facets of the integrated information systems

OR

 

Electronics Technician (ET): Knowledge or experience with maintaining and repairing electronics equipment such as radar, communication and navigation equipment. Familiar with Navy ship's Combat Systems department. Experience with maintaining the ship's readiness for combat operations, electronic equipment used to send and receive messages; detect enemy planes and ships, and determine target distance; maintain, repair, calibrate, tune, and adjust all electronic equipment used for communications, detection and tracking, recognition and identification, navigation, and electronic countermeasures. Maintain, repair, calibrate, tune, and adjust all electronic equipment, use and maintain hand tools and portable power tools.

 

Desired Specialized Education and Experience:

Navy AG –

  • Knowledge or experience with meteorological (METOC) systems such as Hazardous Weather Detection and Display Capability (HWDDC), Intelligence Carry On Program (ICOP), Meteorological Mobile Facility – Next Generation (METMF NEXGEN), Navy Integrated Tactical Environmental System (NITES) 4, and Navy Integrated Tactical Environmental Systems (NITES) Next
  • Knowledge of or experience with Oceanographic forecasting systems in support of naval operations and missions to include predicting and assessing the elements of the littoral regions, ocean, and ocean floor environment that affect both friendly and enemy platforms, sensors, and weapon system performance, and naval/joint operations and missions.

OR

 

Navy Satellite Communications Systems –

  • Knowledge of or experience with one or more SATCOM systems to include: Battle Force Tactical Network (BFTN), Commercial Broadband Satellite Program (CBSP), Extremely High Frequency Satellite Communications (EHF), Global Broadcast Service (GBS), Navy Multiband Terminal (NMT), Super High Frequency Satellite Communications (SHF), Television Direct to Sailors (TV-DTS), Navigation Antenna (WRN-6), and Navigation Sensor System Interface (NAVSSI).

Navy Networks –

  • Familiarity with one of the following systems a PLUS: CANES, ADNS, CENTRIXS, ISNS/ORT, ONE-NET, SCI-Networks, SUB-LAN, VIXS, CND and SCIP-IWF.

EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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