Operations Support

Location: Washington, DC, United States
Date Posted: 11-08-2018
Job Description:
The operations support team for COLISEUM/TRACER is responsible for providing Help Desk and Functional support to the end-users of the intelligence application, providing insight to the capabilities of the application when helping end-users, investigating and troubleshooting reported issues or anomalies discovered with the application, and monitoring the application and components of the application. Hours of support are primarily Mon-Fri from 0800-1600 hrs. EST, but will require rotating on-site weekend support.
Position is contingent upon award of funding which is anticipated in November or December 2018.

Essential Duties and Responsibilities:
• Utilize and understand the functional and administrative capabilities provided by the COLISEUM/TRACER application 
• Respond to and resolve end-user functional questions and issues related to the COLISEUM/TRACER application which are reported via support phone, email, or trouble tickets
• Work with the Engineering team to address and resolve more complex issues
• Solve problems quickly in high-stress situations
• Use administrative tools built into the application to resolve issues and update picklist items as required
• Build strong client relationships and maintain their confidence
• Position requires an active TS/SCI 
• Polygraph will be required once selected for the position

Preferred Knowledge, Skills and Abilities:
• Prior military or experience working with military organizations and personnel
• Prior help desk and functional operations support with experience working with end users
• Prior experience using Command Line Interface (CLI) and command line editors to identify and resolve application, database or data related issues
• Working knowledge of Linux/UNIX Operating System (O/S)
• Knowledge and utilization of web-based applications

Education/years of experience:
High School diploma/GED with 10 years of experience, or Associates degree with 8 years of experience, or Bachelors degree with 6 years of experience, or Masters degree with 4 years of experience, or PhD with 2 years of experience. Skills & tasks: Exceptionally Complex - researches and evaluates new concepts and processes to improve performance. Analyzes cross-functional problem sets, identifies root causes and resolves issues. Assists more junior level technicians, specialists, and managers in their activities. Can perform all tasks of lower level technicians, specialists, and/or managers. Individual Work/Teamwork or Leadership/Management: Leadership/ Management - Works individually, actively participates on integrated teams, and leads multiple tasks, projects or teams. Oversees and monitors performance, and when required, takes steps to resolve issues. Guidance: Directs multiple teams through to project completion. Provides guidance and direction to lower level technicians, specialists, and managers. Training & Certifications: DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order. Applicable software or hardware training and certifications commensurate with the technical objectives, services required, and IT environment specified within the task order.
Lauren Newton
SoundWay Consulting, Inc.
Office:  571-210-0624, ext 120
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