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Mission Support Desk Technician (CECOM) 

Position Level  
Req Number INF-21-00044  
Referral Bonus Amount  
Open Date 7/12/2021  
Full-Time/Part-Time -unspecified-  
Location MCSG -Aberdeen  
About the Organization MCSG strives to create a culture that empowers us all to accomplish the tasks needed to meet or exceed our customer's requirements. It alone is what sets us apart. Our culture is based on the belief that it is a privilege to serve our customer and embodied in our motto 'Your Success. Our Mission.'

This position is not currently funded and is pursuant on MCSG being awarded this contract.

First call resolution rate of 90% on all requests to the Mission Support Desk, 99.9% of all requests to the Mission Support Desk shall be entered into the Support Ticket tracking system. Information contained in the support ticket created shall reflect the latest status of the action within 2 hours of any change to that status. Escalate and update support tickets in accordance with the then current escalation priority guidelines that have been approved for use by the DEVCOM-CBC. maintain a daily performance status dashboard that is available to the government during normal working hours.

  • Support Windows Desktop, Apple OS, Android OS, Laptop computers, printers and other standard equipment uninterrupted power supply (UPS), scanners, and other IT peripherals associated with the user.
  • Provide Level II Mission Support Desk support through phone, remote assistance, and on-site service for all users in accordance with DoD 8140.01.
  • Ensure all calls, emails, or walk-in issues received during duty hours are responded back to the user within the required timeframe as stated within the PWS.
  • Ensure all calls, or walk-in issues are logged into DEVCOM-CBC’s Call Ticketing System.
  • Ensure all customer requests in the Mission Support Desk queue are assigned an appropriate category for resolution.
  • Ensure support issues are addressed in priority order as determined by the PWS including VIP’s.
  • Ensure all issues that cannot be resolved shall be elevated to the Mission Support Desk Manager or PM.
  • Provide hardware and software support for all computer, printer, other peripherals and workstations utilizing both wired and wireless networks so that each device is fully functional by utilizing automated and remote management tools.
  • Provide and track software and hardware configurations (e.g. Blackberry, Apple and Android mobile devices; Windows7, Windows 10 Desktop, iOS and Mac Operating Systems; Microsoft Office Professional 2007, 2013; virus protection tools; PC and tablet based hardware.
  • Ensure all cyber security guidelines and configurations are followed as defined and directed by the government.
  • Work with DEVCOM-CBC Cybersecurity team to ensure stand-alone workstations (DoD Information Systems not connected to a DoD enterprise network) comply with DoD vulnerability management and antivirus policy.
  • Notify the Mission Support Desk Manager of any equipment requiring repair or replacement to include the recommended ordering details and specifications.
  • The contractor shall record and track all government and customer property and enter the information into the ticketing system while completing the repair/installation while ensuring the full functionality of the equipment.
  • Track, log and have the hand receipt holder sign the hand receipt form to include the make/model, serial number, service tags and barcodes of each device being repaired.
  • Deliver and Install all new computers and software as directed by the Mission Support Desk Manager to DEVCOM-CBC and customer locations.
  • Provide scheduling and notification to the customer two (2) weeks prior to the delivery and installation of equipment.
  • Work with the DEVCOM-CBC imaging warehouse team as directed by the PM, Mission Support Desk Manager or TPOC.
  • Update and maintain the current approved Operating systems images and provide feedback, software, and configuration changes to the image team.
  • Research and document solutions found for existing issues and share with the customer, team members, managers and TPOC as directed.
  • Receive approval from the TPOC or CCB of any new software and patches developed, tested prior to release to the general customer user base.
  • Communicate technical issues to the Mission Support Desk Manager, PM or TP.
  • Ensure all privacy information is protected.
  • Provide a higher standard of support for the mission critical systems and VIP clients as defined within the PWS.
  • Work in tandem with systems, enterprise management, imaging and networking teams to provide complete support to the end user from the DEVCOM-CBC IT Mission Support Center ticketing system, including documenting all actions taken to resolve the customer’s problem.
  • The contractor will work closely with the Cyber Security and Accounts Management Teams as directed by the Mission Support Desk Manager.
  • Follow all Cyber Security guidelines to ensure the protection of government equipment, software and information.
Position Requirements
  • 5-10 years relevant experience
  • Bachelors degree preferred
  • Secret clearance required
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability status, protected veteran status or any other characteristic protected by law.

Executive Order 14042 – Ensuring Adequate COVID Safety Protocols
The United States government is requiring all employees, plus all contract employees performing services on behalf of the federal government, be fully vaccinated against COVID-19 by December 8, 2021. In accordance with EO 14042, MCSG Technologies is requiring all employees with MCSG Technologies be fully vaccinated against COVID-19 by December 8, 2021.

This position is currently accepting applications.

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