Queue Manager with TS/SCI Clearance
Manages the functionality and efficiency of a group of computers running on one or more operating systems. 1. Manages the functionality and efficiency of a group of computers running on one or more operating systems. 2. Maintains the integrity and security of servers and systems. 3. Sets up administrator and service accounts. 4. Maintains system documentation 5. Interacts with users and evaluates vendor products. 6. Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery. 7. Develops and monitors policies and standards for allocation related to the use of computing resources. 8. May program in an administrative language. 9. Develops and implements testing strategies and document results. 10. Provides advice and training to end-users. 11. Maintains current knowledge of relevant technologies as assigned. 12. Participates in special projects as required. Job Responsibilities The Queue Manager (QM) will work as part of an elite and agile team responsible for maintaining and improving system functionality through proactive interaction with the customer and sound queue management. The QM will be expected to quickly respond to customer based trouble tickets through triage and appropriate assignment in an expeditious manner. The QM will be expected to manage multiple ticket queues, asset tracking, consumable accountability, change request assignment / tracking and metric analyzation / presentation. The QM will provide technical and system administration support through troubleshooting and implementing appropriate solutions to software/hardware anomalies as they occur. The QM will troubleshoot VDI endpoints, virtual machines and Geospatial/corporate software issues as well as make corrective recommendations as necessary. Core hours are 10:30am - 7:00pm The Systems Administrator responsibilities will include:
- Responsible for handling day-to-day operations in the Remedy system; by triaging, issuing and resolving ticketsProvide multi-level support for available databases to include Tableau, WASP, Analytics, MS Office products and other mission essential programsInteract with customers in support of the overall technician’s quality of work during the trouble shooting process and confirming the customer’s level of satisfaction.Interacts with users in to support software and hardware transitions to include software/hardware installs hardware/software troubleshootingProvide a quality assurance validation checks on all approved CRQ'sWork with the Change Manager to ensure 100% complianceProvide quality-related trainingDiagnose and rectify desktop issues prior to assignment to desktop administratorsDiagnose and rectify desktop issues and execute functional escalations to appropriate resourcesSupport for maintenance and change requests of all "user facing" devices and systemsAssist in the development of procedures and documentation for managing, deploying and implementing multiple baseline hardware and consumable assetsEngage with UFS Support Staff and other service lanes for remediation of work issues and flowManage the functionality and efficiency of a virtual/physical desktop pool by proactively and reactively responding to Remedy based trouble and incident ticketsProvides support for maintenance and change requests of all "user facing" devices and systems
- Remedy experience Provides support for maintenance and change requests of all "user facing" devices and systemsAttention to detail, strong organizational skillsStrong writing skills (document creation and note taking)Strong time management skillsAbility to work within on a team for projects and/or tasksMulti-mission environment experienceExperience with Microsoft Office Suite (Excel, Word, PowerPoint)Ability to troubleshoot and document various problemsExcellent customer service skills
- Software package/binary deployment (XenApp, ThinApp, AppV, SCCM)Thin Client operating systems and virtual hosted desktop OS (Windows 7, Win XPe, Windows Embedded 2009)Client operating systems (XP, Windows 7)Virtual Desktop Infrastructure (ESX/vSphere4, XenDesktop)WORKING CONDITIONS:The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.The work is typically performed in an office environment and at client site locations, which requires proper safety precautions; work requires physical effort in the handling of light materials, boxes or equipment and significant walking.