Location: Jbphh
Company: ESM
AB, Japan; Yokota, AFB, Japan; Kadena AB, Okinawa; Kunsan AB, Korea; Osan AB, Korea; Andersen AFB, Guam; Eielson AB, Alaska; Elmendorf AFB, Alaska; Diego Garcia, Indian Ocean. Job Description and Responsibilities ESM is looking for a full-time Secure View Trainer / Technician who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements.
Employee responsibilities include: · Train Secure View technicians and resolve operational issues by providing technical training to Customer Support Technicians and working technical issues related to the Secure View system · Provide in-person and remote technical training to Customer
Support Technicians, end users and others as the lead trainer for Secure View. · Travel to other bases in the AOR as necessary to provide training on the current or planned versions of Secure View.
· Use remote technologies, such as telephones, video teleconferencing, or computer-based virtual environments to provide training. · Record training to be posted in a central location on a varied list of Secure View topics. · Coordinate the creation, shipping and delivery of training materials throughout the AOR. · Provide tier one Cyber Operations Services and troubleshooting in response to trouble tickets and to a wide range of clients on various devices including, but not limited to: workstations,
Thin (Server based) Clients, laptops, and other devices. · Provide software installation and support.
· Coordinate appointments with customers to troubleshoot on site or remotely assist and provide walk-through repairs. · Process, prioritize and resolve trouble tickets using BMC Remedy on unclassified and classified networks. Check BMC Remedy ticket queue throughout the day to respond to different levels in priority for incidents. · Process, prioritize and resolve trouble tickets using Cyberspace Infrastructure Planning System (CIPS). Check CIPS throughout the day to respond to different levels in priority for incidents. · Process, prioritize and resolve trouble tickets using Virtual Enterprise Service Desk (v ESD) and Remedy ticketing systems.
Required Knowledge, Skills and Abilities (KSA) · Experience performing technical training in a classroom, workspace, and other environments, including traveling to military bases in other countries. · Experience working with customers and Remedy trouble ticketing systems. · Experience with Secure View · Must be experienced with imaging laptops and desktop systems using imaging servers and removable media. · Excellent team skills, must be thorough, must have excellent communications skills, written and verbal · Ability to work in a dynamic cross-organizational team environment · Strong dedication to provide quality customer service · Strong problem solving skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue · Ability to prioritize tasks and adhere to established deadlines · Take ownership of tasks and deliver without supervision while using their discretion to seek help necessary Desired KSA · Be a positive, self-motivated, and proactive person able to adapt to change and tolerate stressful situations · Candidate must communicate effectively with team members, management, and government customer · Ability and desire to research and develop creative solutions to unique problems with minimal supervision Minimum Training, Education, and Certifications · BS or MS in IT or related field · 3+ years of IT experience supporting large Do D Environment; AF/PACOM experience preferred · Security+ or Higher Minimum Clearance · Secret Physical Requirements · Ability to sit, stand, walk for extended periods of time · Ability to use a computer Additional Requirements · Other duties as assigned ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, interactionual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.
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