Share Email Opening Title IT Support Specialist  Category Information Technology   Description The IT Support Specialist will provide technology services support to the DLA Enterprise Engineering program. Additional Responsibilities Include, but are not Limited To: • This position covers planning and delivery of customer support services including installation, troubleshooting, user assistance, and training. • Functions may include diagnosing and resolving problems in response to customer reported incidents. • Planning and analysis of work processes. • Researching and reporting trends and patterns of problems. • Developing training materials and performing computing/information system training sessions. • Developing and maintaining problem tracking databases. • Installing, troubleshooting, and maintaining hardware and software. • Performing backup and recovery operations. • Consulting with users to identify needs and requirements. • Conducting feasibility studies and trade-off analyses. • Preparing business cases. • Ensuring the rigorous application of information security/Cybersecurity policies, principles, and practices. • May be required to support DLA’s eProcurement system, a segment of its SAP-based enterprise resource planning system. • COTS Application and Administration: Assist with developing the strategy to test, tune, configure, implement, setup, troubleshoot and support common enterprise third party tools/applications including Adobe, JAVA, SharePoint, webMethods, WebLogic, Websphere MQ, Information Internet Services (IIS), Apache, Assistive Technology, Remedy, CA Harvest Software Manager, Oracle, Microsoft Office Products, HPE LoadRunner and any other tools/applications the Government may require. • Licensing Management and Compliance: Assist the Government to manage commercial software licenses obtained by the Government. • Database Management (Administration): Provide database management support for the enterprise DLA operating environment to include Oracle (version 11g or higher) and MS SQL (version 2008 R2 or higher) platforms. • Data Analysis: Provide support for data services, Business Intelligence, data quality, data integration and data warehouse. Assist and/or provide recommendations to define the requirements for analysis within a given business area. Perform root cause and detailed data analysis, identifying trends and anomalies. Database Backups – The contractor shall be responsible for the implementation of products such as Oracle Recovery Manager (RMAN) and ensuring adequate backups are performed within IA controls. • Daily Application Checks: Monitors DLA Enterprise applications and associated components to perform daily/special checks and tests. Performs verification of software as well as underlying operating system (OS) and database to evaluate system performance and to identify preventative measures and/or problem areas (e.g., evaluate, troubleshoot, and tune performance issues). • Emergency/Maintenance Window Support: Provide support for scheduled and unscheduled maintenance windows. • Training: Training will focus on development of knowledge and skills within the assigned process area needed to effectively maintain the software and provide production support. Focus will be the on DLA Enterprise application software and the processes and objects specific to the assigned process area. Training on targeted focus areas within the assigned process area will be designated in the training plan. • Inbox Management Support: Provide 24hrs/7 days a week inbox management, remedy tickets and team tracker phone. • Tracker Phone Management Support: Ensure adequate backup solution in place in the event periods of unavailability occur during the tracker time. Reply to all pages/calls within 60 minutes. If primary is unavailable ensure backup or alternate responds within established timeline. Contact the appropriate help desk on all pages involving Remedy tickets and have those tickets assigned. Assist functional teams with data tracking. Work and assign Production Remedy tickets at CAT 2 or higher. May downgrade or reassign tickets after approval from lead during normal business hours, but must assess problems after hours on their own initiative if problem is of a lesser nature. Attend all TCB meetings pertaining to Maintenance days for which they will have coverage. Work with Production DISA maintenance team during outage windows. Updates Remedy tickets with root cause and solutions for tickets to be closed. Informs Government Team Leads and/or DLA Supervisors of status of ongoing problems/outages. Provide after-hours work in Development, System Test, Stage, and Production environments as required. Ensure 24/7 after hours support is successfully transitioned to the next team member. Provide Government Team Lead and Government Supervisor root cause analysis or after action report for any calls or issue encountered. • Lifecycle Support: Provide full lifecycle management support for the range of solutions and services related to DLA’s DBS acquisition, development, sustainment, maintenance, and technical support. • Testing: Perform initial component/module testing and implementation; upgrade and enhancement testing; capacity, interface and site expansions testing prior to golive. • Technical Advisory: Provide DLA assistance in the sizing of application components, usage, configurations and technical support requirements. Provide recommendations on appropriate hardware and interfaces, processes, and procedures. Provide assistance in demand management planning and forecasting for future growth. Provide quality assurance and security advisory services. Provide recommendations on scheduling product upgrades consistent with Technology. Provide Roadmap planning. Identify COTS component incompatibilities and recommend solutions for seamless integration for technology upgrades and projects requiring technology upgrades. Assist in evaluating customer requirements and assist in determining the best approach for fulfilling those requirements using core COTS functionality (instead of customization) to the largest extent possible. • Technical Change Support: Support implementation of additions and changes to user environment. Provide and perform application performance measurement and reporting. Provide application control, support services, transport management, and configuration management support. Provide administration support for the application control, support services and configuration management tool. • Post-Production Support Participate in conference calls or meetings to address user questions as needed after migration of new/revised code. Elicit customer requirements through facilitation sessions, joint application development sessions, or one-on-one meetings and interviews. Analyze operational problems, develop solutions and take corrective action as appropriate to ensure continued Automation Information System (AIS) operation. Assist specialists in analysis and corrective action. Assist with problem identification and resolution in existing applications by analyzing system processes, interrelationships, interfaces, and data. Coordinate Software Change Request (SCR) and problem solution deliveries with interface partners, to include, but not limited to DLA Transaction Services, DLA Logistics Information Services, Integrated Data Environment, other Enterprise Business System (EBS) Sustainment sites, and the Build teams. Ensure that applicable updates to the Enterprise Architecture model are completed as required by current DLA policies. Validate transports and ensure code changes were correctly installed 100 percent of the time. Perform post-maintenance window operational checkpoints in the production environment to verify continued system operations within the required time threshold. Perform break-fix activities in support of all SQL scripts and Unix scripts, coordinate break-fix activities with teams responsible for Defined Functional Specifications (DFS) and Technical Specification (TS) updates. Develop and review solution alternatives, and perform impact analysis with customers and system users for fixes, enhancements and other changes associated with the development of SQL scripts and Unix scripts. Coordinate SQL scripts and Unix scripts deliveries with interface partners and all affected teams. • Environment Software Support, Application/System Administration: Provide 24/7 support for the Enterprise Level applications. Perform system deployment and adherence to DLA lifecycle management policies and procedures. Install software, apply patches/system fixes, manage file systems, monitor performance and troubleshoot alerts from monitoring tools in compliance with all relevant and required Information Assurance (IA) and security implementation/compliance requirements, including DISA Security Technical Information Guides (STIGs), identified during STIG reviews, Gold Disk and vulnerability Scans. Maintain system/application configuration for the Build/Development/System Test/Stage. Assist DISA with Production Environments as required. Maintain the integrity of application/system baseline and provide audit checks as required. Perform application/system diagnostics through the use of maintenance tools to ensure availability and to provide a notification vehicle of problems. Coordinate with Enterprise partners (e.g. technical, functional, production, infrastructure operations) to support environment refreshes, urgent fixes, such as "hot packages", and security patches which simultaneously affect the environment, operating system, database and applications. Provide DLA project managers with estimated completion dates for each software development lifecycle phase to meet DLA deadline for completion of the Work Breakdown Structure. Meet or complete before estimated completion dates for each assigned WBS task unless special circumstances approved by DLA project manager permit missing the completion date. Prepare and/or assist in the preparation of New/Revised Software Modules into Production Environment. Prepare migration documents, transport and installation instructions for migrating new code to the production environment. Resolve overwrite and dependency checks for objects. Resolve questions regarding transports in a timely manner. Review Technical Specifications. Review how changes impact current Environments (Build/Development/System Test/Stage/Production). Identify and resolve application conflicts. Support implementation of mandated security patches and configuration changes. Support and provide subject matter expertise for functionally driven sustainment support projects, technical must-do projects, new function and/or technology implementation projects. • Provide Integration Support: Establish sustainment environments (Development, System Test, Stage, Build). Review and update install documentation. Perform application installs in the sustainment environments. Assist the Government and DISA with production installs. Provide Product Delivery Support. Provide on-site implementation support during Project Go-Live. Support post-maintenance window activities in the production environment. Support Continuity of Operation (COOP) activities. Provide problem analysis, activity reports and white papers as required. Resolve technical/application related issues. Coordinate with system/database administrators to resolve Production and Sustainment operational issues. Respond to production issues and assist in initiating recovery or restart services. Provide Root Cause Analysis (RCA) for problem situations impeding operations. • RFC/RFSRFC/RFS Preparation and Analysis: Analyze operational problems, develop solutions and take corrective action as appropriate to ensure continued Automation Information System (AIS) operation. Assist with problem identification and resolution in existing applications by analyzing system processes, interrelationships, interfaces, and data. Coordinate RFC/RFS and problem solution deliveries with interface partners, to include, but not be limited to DLA Transaction Services, DLA Logistics Information Services, Integrated Data Environment, and other EBS Production Support sites. Support the submission of Preliminary Cost Estimate hours for Projects. • SIPRNet Support: Provide support to Secret Internet Protocol Router Network (SIPRNet) applications, databases, and web servers for designated positions. • MQ Middleware Support: Administer an enterprise MQ Middleware environment and assist in the delivery of IBM MQ configuration, administration, and monitoring support on IBM MQ Appliances, HP UNIX, Red Hat Linux, and Microsoft Windows server operating system platforms in support of DLA Information Operations IBM MQ related deployments throughout the enterprise, including (but not limited to) support for Defense Automatic Addressing System (DAAS), Enterprise Business System (EBS), Distribution Standard System (DSS), Equipment Control System (ECS), Vendor Supply Module (VSM), and Center of Parts Activity (COPA). • Service Collaboration: Interact with numerous teams and customers to support the DLA Enterprise applications throughout DLA in conjunction with the Government. Interact with the following teams: EBS Team, EDW Team, Network Team, Storage Team, Defense Information System Agency (DISA), SAP Max Secure, Database Team, Enterprise Help Desk, Finance Team, Basis - J62LCA, Application Control and Support Services - J62LCB, Portal - J62LCD, JDA, Middleware, Archiving - J62LCC, Cybersecurity, Windows Team, Energy Team, Order Management Team, Tech Quality Team, Business Warehouse Team, Procurement Team, Records Management Team, Access Management Team, GRC Team, CRM - Core/JAVA eSales Team, PDMI Team, HANA Team, Information Security Team, Defense Automatic Addressing System Team, Distribution Standard System Team, Accounting Pre-Validation Module System Team, and other DLA Enterprise Teams. Provide status to management when they interact with customers, contractors, peers, team or project leads, project managers and/or management when providing support to DLA Enterprise applications. Use various communication media such as, oral, hard copy and/or electronic to communicate with customers, contractors, peers, team or project leads or project managers regarding work related issues, developments, incidents, problems, projects, and any events that have potential mission impact. Attend Weekly Status Meeting, Troubleshooting calls, Branch Meetings and any ad hoc meeting required by the Government. • Assist with proposal development, if necessary.   Full-Time/Part-Time Full-Time   Requisition Category Low   Req Number 115-19-00008   Location Remote, USA   About the Organization Here at Sawdey Solution Services, an ISO 9001-14001 certified and CMMI-SVC v2 Level 3 appraised corporation, has built a nationwide and global footprint as a leading government contracting organization. Specializing in cybersecurity, systems engineering, and operational support, Sawdey invites you to be a part of a team that's at the forefront of securing our nation. Operating successfully since 2001, we are a Woman Owned/Service-Disabled Veteran Owned Business (WOSB/SDVOSB). Our mission is to provide employees with the best experience in a people focused, continuous process improvement environment. We are extremely proud of the culture we have created and encourage all prospective applicants to take a look at what other applicants and employees are saying about us: Indeed Reviews: Sawdey Indeed Reviews Glassdoor Reviews: Sawdey Glassdoor Reviews Don't just take our word (and others' words) for it… We invite you to come experience Sawdey Solution Services!   EOE Statement We are a Disabled-Veterans-41 CFR 60 1.4, Equal Opportunity Employer. Devoted to creating a diverse and friendly workplace, we do not discriminate against any employee or applicant because of race, age, sex, color, physical or mental disability, religion, sexual orientation, gender identity, marital status, national origin, or veteran status. Our goals and beliefs are that diverse backgrounds and experiences empower and enable us to offer our customers an unmatched level of service. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply!   This position is currently not accepting applications. To search for an open position, please go to http://SawdeySolutionServices.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category LAN Engineer - Senior in Bremerton, WA Posted on: 4/17/2024 [Apply Now] Technical Lead - Senior in Tampa, FL Posted on: 4/3/2024 [Apply Now] Maintenance Software Developer in Fort Campbell, KY Posted on: 4/2/2024 [Apply Now] Maintenance Software Developer in Shalimar, FL Posted on: 4/2/2024 [Apply Now] Information Technology System Engineer (Tactical) – Mid in Coronado, CA Posted on: 3/29/2024 [Apply Now] Other Jobs Within 60 Miles -- None found -- Follow us See who works here:

 

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