CSA/Client Support Tech - (GLO0000WE)

  • Jacobs
  • United States-Florida-Eglin AFB-20312-SIS-05
  • Jul 03, 2020
Full time Construction

Job Description

Description

 

Are you interested in being part of a team directly supports the U.S. Air Force’s ability to put weapons on target in all battlespace media? If so, apply for one of the 53rd Wing Technical Support Services (53rd WTSS) contract positions supporting the 96th Test Wing and the 53rd Wing.

  • The 96th Test Wing is the test and evaluation center for Air Force air-delivered weapons, navigation and guidance systems, Command and Control systems, and Air Force Special Operations Command systems.
  • The 53rd Wing is the focal point for the combat air forces in electronic warfare and is responsible for operational test and evaluation (OT&E) of advanced equipment and systems.

Both Wings are headquartered at Eglin AFB, FL, adjacent to the white-sand beaches and crystal-clear waters of Northwest Florida’s Emerald Coast.

 

We are seeking a skilled CSA/CST to support the 53rd WTSS contract, to provide the Air Force information technology (IT) services. Position will be located at Eglin AFB, FL.

 

The successful candidate will join the Operational Flight Program Combined Test Force (OFP-CTF) located on Eglin AFB.  Required support includes, but may not be limited to, providing first-line response and assistance to solve customers’ administrative and technical problems on client-level workstations and end user devices, their operating systems, peripherals, and applications. As such, the CSA is responsible for performing tasks which require touching the desktop computer or related devices. Given this position physically interfaces with the customer, a professional, courteous demeanor is required in all circumstances. Perform Tier 1 and Tier 2 help desk support.

 

The successful candidate will join the Operational Flight Program Combined Test Force (OFP-CTF) located on Eglin AFB.  Required support includes, but may not be limited to, providing first-line response and assistance to solve customers’ administrative and technical problems on client-level workstations and end user devices, their operating systems, peripherals, and applications. As such, the CSA is responsible for performing tasks which require touching the desktop computer or related devices. Given this position physically interfaces with the customer, a professional, courteous demeanor is required in all circumstances. Perform Tier 1 and Tier 2 help desk support.

 

Customer Service: Provide direct customer service and technical support to users as required via phone, e-mail, fax, on-line systems and in person. Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements. Provide prompt responses to users for problem resolution. Responsibilities include informing users of pertinent network information including planned network downtime. Ensure system security in compliance with customer policy including virus protection, system patches, software updates. Temporary travel may be required.

 

The successful candidate will apply his or her experience with and knowledge of a variety of applications, operating systems, protocols, and equipment to perform the following tasks:

  • Install and configure end-user workstation hardware, software, and peripherals
  • Troubleshoot user issues with, and/or provide technical assistance and product support / setup for, operating system and/or common application functionality (e.g., customer issues with Microsoft Office product use, email set-up, browser functionality, printer set-up, and network drive mapping to name a few).
  • Install patches and/or modify client system configurations to protect against identified vulnerabilities (e.g. applying security technical implementation guide (STIG) and/or commercial vendor security updates / patches)
  • Install and maintain peripheral equipment such as printers, modems, and scanners.
  • Ensure limited user access and access permissions on computer systems are imposed and maintained – typically driven by regulatory requirements and overseen by an Information System Security Officer (ISSO).
  • May work closely with the ISSO for data transfers and media creation.
  • Facilitate and coordinate user account creation and modification.
  • Manage user support and coordinate with back shop administrators when additional assistance is required.
  • Perform other hardware and software tasks as assigned.

 

Qualifications

 

Education:

  • One (1) to three (3) years of directly related experience or any equivalent combination of education, experience, training and certification.
  • AS degree in information systems or computer science highly desired.
  • Formal training in Microsoft hardware and software systems highly desired

Required Experience:

  • An active/valid Secret security clearance, and the ability to maintain same; investigation close date must be no older than 5 years, 6 months at the time of application. 
  • Must be able to obtain / maintain a TS/SCI-eligible (i.e. DCID 6/4 eligibility) clearance. 
  • Must be willing to submit to, and be able to pass, a polygraph. 
  • DoD 8570.01-M IAT-II certification is required and currency must be maintained.
  • Minimum of 2 years of hands-on experience in the configuration and installation of new PCs, installation of needed peripherals and software, and physical attachment of PC to the servicing network. 
  • Experience must be sufficient to have a working knowledge of the duties/activities described in the Job Description.

Essential Functions

Work Environment

Must be able to work well with co-workers and all levels of management while maintain a professional customer support oriented attitude.

 

Physical Requirements

Work may involve sitting or standing for extended periods of time.  Position may require typing, and reading from a computer screen.  Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner.  There is a possibility that due to parking availability and location of work, walking moderate to long distance may be required.

 

Equipment and Machines

Ability to operate office equipment such as personal computer, printer, copy machine, telephone, fax machine and other equipment including desk supplies and other work related tools as required. 

 

Attendance

Typically Monday-Friday 7:30 a.m. - 4:30 p.m. Regular attendance and punctuality during scheduled hours is extremely important to ensure availability for meetings and are necessary to meet deadlines. Must exhibit flexibility of work hours to adjust to surge situations based on critical mission requirements. Some flexibility of work hours could be considered in time as the position matures subject to operational requirements.

 

Other Essential Functions

  •  Must demonstrate professional behavior and maintain a positive professional work environment at all times when dealing with customers, management and co-workers.
  • Must have at least intermediate computer skills and understanding of Windows-based personal computers and Microsoft Office software.
  • Must be fluent in English, both verbal and written, and have the ability to provide clear, concise, and accurate information both verbally and in written communications.
  • Grooming and dress must be appropriate and professional and must not impose a safety risk to employees or others.
  • Independent personal transportation to work site is required. Travel to and from customer's locations may be required to support projects. This may involve airline travel. In some cases, accommodations can possibly be made for POV, if necessary. When operating any vehicle for work purposes, must wear seat belt and in addition, no cellular devices are to be used when vehicle is in motion.
  • Must be able to quickly adapt to new situations
  • Must have strong commitment to team environment.
  • Must demonstrate the ability to work productively and collaboratively in a multi-national AUS/UK/US workforce.
  • Must be able to socially adapt, interface, and effectively communicate with a variety of foreign government personnel.

Jacobs is a global technology company, delivering solutions for a more connected, sustainable world. We test, operate, sustain, and secure critical infrastructures and weapons systems using unique technology application and agile software development capabilities to improve mission capability and operational readiness. Jacobs’ deep experience with advanced technology systems and our wide-ranging program support capabilities work together to make us a premier partner to aerospace and defense clients at locations around the world.

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Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Learn more about your rights under Federal EEO laws and supplemental language.

 

Primary Location

: United States-Florida-Eglin AFB-20312-SIS-05

Travel

: Yes, 10 % of the Time

Job Posting

: Jul 2, 2020, 9:05:37 PM

Job

: Information Technology

Organization

: CMS

Job Type

: Experienced

Job Classification: Full-Time Regular

Work Locations

20312-SIS-05 

 

 Eglin AFB 32542

Capabilities: Aerospace Technology and Defense Programs and Facilities