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Net Admin with Security Clearance

Job Posted 1/29/2025
Auxilium International
Panama City, FL 32401
United States
Job Description
Job Title: Information Technology Support
Location: Tyndall AFB, FL Clearance: Secret
Status: Contingent upon award Auxilium Int is seeking an Information Technology Support candidate, contingent upon award. This position will support clients in technically demanding industries. Auxilium's capabilities and services promote innovation & empower our partners to manage risk, protect the information, and achieve organizational objectives. We are proud of our ability to support mission-critical systems in every phase of their lifecycle to ensure our nation's forces can accomplish their mission. Key Responsibilities: • Provide Tier One and Two support for AFNORTH IT requests and resolve technology issues in an expedient manner. AFNORTH requires support for approximately for approximately 500 Network Users, 1,000 NIPR/SIPR workstations, 1,000 VoiP and VoSiP phones and 200 printers.
• Take full ownership responsibilities of the resolution process from the initial contact with the User to resolution of the Incident, Problem or Service Request.
• Assume responsibility for Incident, Problem and Service Request resolution regardless of the party performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process.
• As with any IT operations, changes to operations should be expected. As such, support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.
• Follow-up on resolved tickets to check quality, get user concurrence of ticket closure, and to report customer satisfaction.
• Work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages and submitted in writing to 1 AF/A6 management and the COR no later than seven days of the event or issue.
• Establish and maintain data in the 1 AF/A6 error tracking database daily; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.
• Engage in 100% of Service Desk calls, Incidents and Services workflows, processes, and queues to immediately identify, prioritize and address performance issues that will impact the delivery of services to Users.
• Ensure 100% non-IT requests are properly routed to appropriate support organizations.
• Support projects associated with making changes to the operational artifacts in response to governance, industry, or customer requirements.
• This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes.
• AFNORTH CSTs shall review user paperwork to 100% accuracy and submit to 101 ACOMS CFP for creation within 48 hours of initiation of new user documentation.
• Provide a full range of hands-on IT-related support functions.
• Responsible for on-site support of computing devices (desktops, laptops, printers, etc.) and associated software.
• Configure, install, and troubleshoot approved laptops, desktops, printers, network- connected copiers, scanners, and other office IT equipment.
• Configure, install, and troubleshoot approved software elements including the operating system (OS). IAW government regulations.
• Maintain and upgrade software elements, including the OS. IAW government regulations.
• Troubleshoot software and hardware issues.
• Troubleshoot configuration problems.
• Assist users with application usage questions and concerns.
• Escalate hardware repair/replacement issues to 1 AF/A6 representatives within 12 hours, if applicable.
• Report to the 1AF/A6 representative weekly, as specified by the government, on all performance expectations.
• Maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations.
• Meet these performance expectations:
• Route and/or assign trouble tickets within 24 hours the next business day.
• Complete assigned incident tickets no later than 30 days after creation.
• Escalate, within 24 hours, all tickets that will breach 30 days from creation.
• Ensure no more than 15% of all incident tickets in the backlog are more than 30 days old unless coordinated and approved by the Government.
• Be able to resolve 50% of issues during the initial engagement with users.
• Follow-up with users within 72 hours of issue closure. Requirements/ Must Have's • Must at minimum have an active Secret Level Security Clearance.
• A minimum of 3 to 5 years of experience with installing and upgrading network infrastructure, software, security patches, and equipment via the use of management tools, i.e., Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM) and Active Directory Users and Computers (ADUC).
• Must be compliant with Department of Defense (DoD) Directive 8410 "Information Assurance Training (IAT), Certification, and Workforce Management," IAT Level II requirements to obtain privileged network access. Physical Requirements: • Must be able to remain in a stationary position up to 50% of the time. • Must be able to operate a computer and other office productivity machinery directly related to position.
• Must be able to exchange information effectively with leadership, development teams, and product managers. • Must be able to observe details at close range. Information Assurance and Information System Security are the responsibility of each and every Auxilium, Int. employee. All Auxilium employees shall comply with Auxilium Information Assurance and Information Management System policies and procedures. Additionally, employees with access to Government systems and information will comply with all Government laws, regulation, instructions and rules. Auxilium employees will do everything within their abilities to safeguard information and systems, to include issued/authorized devices such as computers, cellular phones, notebooks, tablets, iPads, etc. In the event of an information systems security incident, Auxilium employees will immediately report the situation to one of the Auxilium corporate members. At Auxilium Int., we value diversity and have worked diligently to create a workforce that reflects this. As an Equal Opportunity and Affirmative Action Employer, we are committed to providing an environment based on mutual respect which is free of discrimination and harassment. Auxilium's employment opportunities are available to all teammates and applicants, without regard to race, color, religion, sex, pregnancy, national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any status protected by federal, state, and local laws. Diversity, inclusion and genuine respect for each other are key contributors to our success as an employer. Equal Opportunity/Affirmative Action Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity Should you require assistance or an accommodation to complete your application, please contact our Director of Personnel Mr. Aaron Belangeri or .