USPS-NGEN-IT Service Delivery Rep Mid, Secret Clearance|Tier III Contract in Bethesda, MD at GDH

Date Posted: 10/4/2018

Job Snapshot

Job Description

Contractor must have the skill set of a Systems Administrator and will have a minimum of a SECRET Clearance. • Contractor must have Information Assurance (IA) skills to assist in the remediation and expedition of IA related violations and Government Directed Action requests. • Service by the contractor is limited to a 40-hour workweek (8 sequential hours per day) during core working hours defined as 0700 - 1630, Monday through Friday. • Services required for after-hours and weekends will be subtracted from the normal working hours of the following week. • Contractor will be required to deliver a weekly activity report for tracking of trouble calls, outages, user problems and resolutions, and routine maintenance pertaining to operations. • Contractor must be able to troubleshoot network connectivity issues to determine and either correct or escalate for resolution. • Contractor will be required to re-image developer seats and reload software. • Contractor will be required to support VIP clients, providing deskside support services and incident escalation to expedite servicing to CRDR VIPs. • Contractor will be required to create, escalate and resolve incident tickets and Service Requests via HP Service Manager for all items worked and requested. • Maintain required level of industry training for knowledge and skills in support of these operations.

Qualifications IT Service Delivery Rep Mid Level High school Diploma or General Equivalency Diploma (GED) Five to nine (5-9) years experience with Hardware or Software Asset Management. Responsible for ensuring the internal processes related to IT Service Management and Delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability. This role will leverage processes, utilizing ITIL best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives. The Service Controller's primary areas of responsibility will be the areas of Incident, Problem, Change and Availability Management. This role will also ensure that Information Technology has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility and visibility to the organization.