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User Support Lead

Type: Full-time
Category: Desktop Administrator
Clearance: Secret

Description

RESPONSIBILITIES

The User Support Lead will lead a team that is the central focal point for all communications with external customers and, working closely with System Administrators (SA) and software developers, to provide seamless support to all system users. Specific tasks include, but are not limited to:

  • Provide immediate support on all nuclear weapons accountability issues identified by users.
  • Develop DIAMONDS applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials, and conducting training either on-site or over-the-phone.
  • Provide technical assistance and support related to computer systems, hardware, and software: respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions Accessing databases using Toad for Oracle and Oracle SQL Plus to research and rectify nuclear weapons accountability
  • Provide system updates and statuses to Government
  • Operate and maintain the necessary procedures, hardware, network connections, and software required to monitor all DSMS systems and trouble tickets.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; walk customers through problem-solving process.
  • Perform user account management per the Account Management Plan.
  • Collect and evaluating incident reporting practices and operations.
  • Manage IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).

QUALIFICATIONS

Education/Experience:

  • Bachelor’s degree in science, engineering, or a related field with 10years of experience (4 additional years of relevant experience substitutes for a BS).
  • Working knowledge of nuclear weapons accountability practices / procedures reporting in a DoD Nuclear Weapons Accountability role or similar relevant experience.
  • Systems Administration and customer support experience with DOD or similar customer.
  • Ability to travel overseas in support of the DTRA mission as required.
  • IAT II Certified (Security+)
  • Strong written and verbal communication skills.
  • Proficiency in the Microsoft Office suite, e-mail, and telework software.
  • S. citizen with an Active Secret security clearance

Desired Experience:

  • Active Top Secret with (SCI) eligibility
  • Understanding of Capability Maturity Model Integration (CMMI) and
  • ITIL foundations certification
  • Understanding and experience working within the DTRA Nuclear Enterprise, or other DTRA programs

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 10-15 pounds at times.

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Working at NT Concepts means that you are part of an innovative, agile company dedicated to solving the most critical challenges in National Security. We're expert leaders and problem solvers who roll up our sleeves to get the job done. We're passionate, curious, and committed to doing important work. At the same time, we're life-long learners, avid mentors, and we like to have fun.

We're looking for the best and the brightest to join us in supporting the mission of National Security. If meaningful work, initiative, creativity, and continuous self-improvement are important to your career, join our growing talent network and discover What's Next for you.

NT Concepts is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for all positions. Contact us if you need a reasonable accommodation for any part of the employment process. All resumes are held in confidence. NT Concepts participates in E-Verify.