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Network Specialist-Automated Call Distribution Group
Summary
Title:Network Specialist-Automated Call Distribution Group
ID:1212
Location:NAS Patuxent River, MD
Security Clearance Requirement:Secret
Description
NETWORK SPECIALIST-AUTOMATED CALL DISTRIBUTION GROUP, NAS PATUXENT RIVER

Background:

The Naval Air Warfare Center Aircraft Division (NAWCAD) 7.2 has a requirement to provide a Navy-wide Enterprise Service Desk as a single point of entry for all Navy IT support 24x7x365, which will align with the Joint Information Environment (JIE) initiative. The Service Desk Environment is comprised of a series of interconnected IT systems whose purpose is the integration of information, applications and processes throughout the Navy's global operations footprint, as well as, across Department of Defense (DOD) organizational boundaries.

The Network Specialist Lead shall be responsible for the Automated Call Distribution team as well as provide oversight of the design, implementation, and administration of the ACD system. They shall report to the Project Managers, as well as the Government leadership, as required

The Contractor shall perform Voice and Communication Administration in support of the ACD system to ensure availability 24 hours per day, 7 days per week to its users. The ACD system is used by the NESD to receive and route all telephone calls. In support of this tasking, the Contractor shall be required to:

  • Install, upgrade, configure, tune, maintain, administer, and monitor proper backups, including third-party applications as applicable and ensure data is protected by controlling access
  • Troubleshoot, diagnose, resolve issues, and/or make suggestion for solutions for the system software, hardware, peripherals, user access and connectivity
  • Monitor system operability and performance (e.g., CPU/memory utilization, file system space) on a daily basis, make recommendations as applicable
  • Evaluate, apply and respond to Information Assurance Vulnerability Alert (IAVA), CTOs and Advisories
  • Establish and maintain system security posture in compliance with DOD Security Technical Implementation Guidelines
  • Facilitate the development of mitigation plans for Information Assurance Vulnerability Management (IAVM) and vulnerabilities that cannot be resolved due to functionality requirements
  • Respond to threats and vulnerabilities as required
  • Develop scripts to automate the administration process where applicable
  • Monitor growth and equipment needs as it relates to the application and advise the Government of potential issues for consideration
  • Apply best practices for application for overall system performance
  • Coordinate and work with other teams and/or vendors to assist with hardware and software installations and updates
  • Support DOD, DON, NAVAIR, and SPAWAR directives to reduce and consolidate the IT environment; participate in transition and migration activities
  • Support access solutions by performing tasks to include, but not limited to, user account administration, password resets, account auditing, etc.
  • Maintain software documentation and operational instructions, including software installation instructions and system configuration documentation
  • Create and provide monthly metrics related to usage
  • Perform project management duties for all projects associated with system
  • Evaluate new requirements, advise, direct, and provide updates to system functionality for new and evolving requirements
  • Stay abreast of ACD Industry Best Practices in order to make recommendations to the Government for improvements and/or enhancements and cost saving initiatives
  • Provide monthly status report
  • Develop After Action/Spot reports where necessary

Minimum Qualifications:

  • ITIL Foundations or HDI Support Center Manager Certification must obtained within 6 months of hire
  • Extensive experience architecting and administering ACD Solutions – preferably Avaya and Cisco
  • U.S. Citizenship
  • Active Secret Clearance

* This position is contingent upon successful contract award. *
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Rollout Systems, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, Protected Veteran status, and sexual orientation/gender identity. This contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veterans and individuals with disabilities.

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