OMC Deskside Technician (Mid-level)

Responsibilities

• Act as a model of customer service excellence to all organizational staff members in the 6.14.12 Office of Military Commissions Dedicated Support (OPTIONAL) as part of DISA’s C4E J6 Service Delivery contract.
• Provide mid-level IT help desk and deskside support to OMC users at C S2, resolving hardware and software issues, supporting VTC operations, and ensuring compliance with OMC ITSM standards.
• Independently apply systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II hardware, software, and connectivity issues for OMC users across NIPRNET, SIPRNET, JWICS, and SAP environments.
• Provide O&M support for OMC desktop, laptop, and tablet information systems; image information systems using the Government-provided OS image; exercise judgment in determining appropriate imaging and configuration actions.
• Provide onboarding and provisioning of new accounts and deprecation for departing users; exercise judgment in ensuring all provisioning complies with OMC IT security requirements.
• Provide VTC support for scheduling, call setup, testing, and troubleshooting; facilitate mapping and troubleshooting of user access to shared network resources.
• Support computer peripheral device, software, and mobile device requests, installation, and troubleshooting IAW established OMC policies and procedures.
• Highlight Of Responsibilities: Provide surge support to NSGB for OMC users participating in court hearings, trial activities, and other events as required.
• Support software requests, installation, and troubleshooting IAW established policies and procedures.
• Support mobile device requests, issuance, accountability, and troubleshooting.
• Document all support activities and resolutions accurately in the ServiceNow ticketing system.

Qualifications

• Active TS/SCI security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to diagnose and resolve complex OMC IT problems across TS/SCI environments without continuous direct supervision.
• Working knowledge of enterprise endpoint computing, ITIL ITSM practices, VTC operations, and TS/SCI classified network environments.
• Strong customer service orientation with demonstrated experience in mission-critical or classified IT support environments.
• Prior experience supporting a DoD or J6 or OMC customer environment is strongly preferred.
• Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician.
• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator.