Customer Technical Specialist

Day to Day Responsibilities and O&M project related activities:

• Responsible for coordinating and attending construction/vendor meetings for their respective locations and defining IT requirements for IT related projects.
• Responsible for the creation and development of project related documentation that includes decision making in resolving issues, making recommendations on Standard Operating Procedures (SOP), developing process flows to perform preventive maintenance, and perform audit activities following O&M related project deployments.
• Ensures current and accurate IT infrastructure inventory information to include: Completing scheduled and ad-hoc inventories of all IT cabinets and IT cabinet equipment, updating pictures, drawings and asset information in support of O&M projects. Maintain physical and logical network and cabinet diagrams in the configuration management database (CMDB) using industry standard terms and symbols.
• Responsible for the prioritization and execution of tasks (ranging from moderate to complex) while refining the level of detail associated with requirements gathering and development to estimate the tasks and timelines for O&M projects. Tasks include: Infrastructure hardware, operational hardware and software refresh activities for sites within the respective areas of responsibility. Duties include performing site surveys, conducting needs analysis, reviewing blueprints/as-builts, and assessing appropriate codes and standards.
• Develop and maintain SOPs to deliver preventive maintenance and audits for racks/cabinets that contain mission critical TSA infrastructure.
• Deliver engineering assistance and hands-on project support for decommissioning, turnover, or disposal activities.
• Escort and consult with third-party personnel (e.g., manufacturer equipment repair personnel, telecommunications repair personnel) to facilitate restoration of IT/communications equipment or services and maintain positive control of TSA IT infrastructure.
• Investigates, collaborates with third parties including vendors and other support organizations to resolve all connectivity related issues in support of TSAs screening technology infrastructure program (STIP).
• Travel may be required up to 25% to CONUS and OCONUS site locations to support O&M projects or as needed to support the screening workforce.
• Responsible for developing and managing site-specific O&M project schedules to include Original Equipment Manufacturer (OEM) and non-TSA system owner participation in the project. These activities require negotiating with the government and being flexible to support the operational priorities for their respective sites.
• Responsible for supporting and troubleshooting a variety of technologies to include: Cisco switches, fiber backbone, Network interconnectivity, desktops/laptops, tablets, local/network printers/scanners, peripherals, software (COTS, GOTS, Web), network devices, communication devices (cellphones, desk phones and VTC), Electronic Time and Attendance System (eTAS) clocks, Duress Alarms, Transportation Security Equipment (STIP), and high frequency radio systems.
• Coordinates and configures new IT equipment including laptops, mobiles devices, printers, VTC units, VoIP phones and other peripherals in addition to ensuring that the ticketing system captures all up-to-date asset and configuration information.

Basic Qualifications:

• Bachelors degree and 0-2 years experience or Associates degree and 2 years experience or HS diploma/equivalent and 4 years relevant experience
• Must have extensive experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.
• U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Must have extensive experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.)
• Self-motivated and proactive able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Able to plan and prioritize team workload to ensure objectives are achieved on time.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.
• Team Player Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.

Preferred Qualifications:

• Relevant DHS focused experience
• A+ Certification
• Network+ Certification
• Cisco & Microsoft Certifications
• ITIL4 Certification
• Experience running and/or managing projects.
• Self-motivated and proactive able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Able to plan and prioritize team workload to ensure objectives are achieved on time.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.