Systems Administration, Senior Associate

Program Overview

About The Role

Operations Division Support. The GCC Theater Operations Division provides 24/7 operational oversight, support, and maintenance for all GCC-managed services residing on the Army’s unclassified and classified portions of the DODIN-A.
• Service Desk Support. Provide service desk support to function as a single point of contact between the GCC and its internal and external customers. The service desk manages ticket incidents and service requests from inception through closure. “Closure” is defined as resolution of customer issue regardless of if the GCC or an outside entity resolved. Tickets shall not be closed in the event the GCC cannot resolve. All tickets are assigned a priority based upon the severity of the system, network, or capability that is impacted.
• Ticket Prioritization. Ensure tickets are processed within the established timelines based upon the assigned priority (i.e. critical, high, or medium) as outlined in the Operations Division SOP. Incident response and remediation should be IAW Appendix C: ITIL Performance Standards.
• Incident Trending. Conduct trending for all incidents to identify recurring service issues tracked under problem management. Trending should be done on a real-time basis and rolled up monthly in a report that summaries key events and potential concerns for the Government.
• Problem Management / Root Cause Analysis. Track all recurring service issues and/or incidents under problem management and perform root cause analysis to identify, track, and resolve the recurring incidents permanently. Identify interim solutions and workarounds, when appropriate, to restore operations in the short-term, while a permanent solution is being identified, approved, and implemented. Coordinate with other service providers to frame the problem for a holistic DoDIN-A perspective specifically to address and collaborate on repetitive issues amongst all service providers.
• CCIR, Negligent Disclosure of Classified Information (NDCI), and PII Reporting and Management. Provide immediate notification to the Government Ops Watch Team of all reportable incidents (CCIRs) in accordance with published ARCYBER, NETCOM, 7th Sig Cmd (T), DODM 5200.01 Vol 3, and GCC CCIR reporting guidance. Information will be stored into a knowledge-based system IAW GCC storage procedures by the Contractor for the Government. The functions listed below are in addition to general CUI/PII policy adherence as described in PWS paragraph 5. Perform the following NDCI reporting and management functions:
• Process and track waiver requests to provide network connectivity for blocked ports, protocols, URL, and services.
• Process network policy violation task orders and track status of responses.
• Receive and verify accuracy of all DODIN‐A-submitted NDCI reports.
• Identify all NDCIs not completed within the 7th Sig Cmd requirement, then provide a report of non‐compliance for the Government. Deliverable: Non-compliance Report.
• Record and track all NDCIs within a centralized repository from conception to completion. Information will be stored in a knowledge-based system using IAW GCC storage procedures.
• Coordinate A365 cleanup for PII and NDCI all 365 services (TEAMS, Channels, SPO, EXl).
• Process and coordinate AVD PII and NDCI cleanup.

Qualifications

Required Qualifications:

• Minimum of 2 years with BS/BA; 0 years with MS/MA; 6 years of experience no degree
• DoD Top Secret w/SCI clearance is required for this role
• Certifications: DCWF Code 411 Intermediate: Certified Network Defender (CND) or CompTIA Security+ or GIAC Foundational Cybersecurity Technologies (GFACT)
• Abilty to perform shift work

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.