SITEC - Incident Manager and PC Tech - Fort Campbell, KY

Responsibilities:

Peraton requires a Incident Manager/PC Tech to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3 Enterprise Operations and Maintenance (EOM) Task Order. This position is located at Fort Campbell, KY.

Incident Manager

• Manages the rapid progression of incidents from creation to completion.
• Performs trend analysis on incidents and publishes reports as directed.
• Formats and disseminates reports to peers and subordinate NetOps centers.
• Participates in meetings and conferences as directed.
• Provides technical analyses of incidents to peers and subordinate NetOps centers.
• Documents the relationship of incidents to configuration items.
• Documents and tracks plans to resolve, prevent, and mitigate future incidents of the same nature.
• Sets up IT support systems so end users can utilize systems with minimal issues.
• Monitors the effectiveness of the incident management process and makes recommendations for improvement.
• Develops and implements the incident management process.
• Analyzes incident trends and recommends corrective actions, as necessary.
• Engages and coordinates technical resources across IT support teams.
• Ensures that the incident management process is followed.
• Performs notifications and escalations within prescribed Performance Requirement Summary (PRS) requirements.
• Ensures incident reports include adequate notes for later review and analysis.
• Ensures follow-up change tickets are submitted and scheduled as appropriate.
• Ensures that incident tickets have the most current information and or corrective action(s).
• Provides input to problem management teams during root cause investigations.
• Must have functional knowledge of and experience with Remedy

PC Technician 

• Performs a variety of services in support of end users and/or missions for the various components and commands residing at the locations assigned and as directed by leadership.
• Manages and provides day-to-day support for End User Devices that provide local or remote access, whether using wired or wireless connectivity.
• Oversees Jr technicians; provides status of ongoing technical initiatives.
• Provides troubleshooting and resolves technical issues.
• Conducts application and data migration necessary as a result of hardware or software IMAC or re-installation.
• Troubleshoots and repairs software and network connectivity issues.
• Builds, configures, and tests IT equipment in accordance with applicable standard hardware configuration(s), software image(s), procedures, and specific requirements. 
• Plans, engineers, coordinates, installs, and/or manages equipment installations.
• Recommends upgrades to and replacements in accordance with policies and procedures.
• Integrates, tests, and verifies remote access hardware and software.
• Supports approved peripheral devices.
• Interfaces directly with customers to provide training and to resolve issues related to services.
• Provides telephony instrument services.
• Provides IMAC services.
• Coordinates with the Enterprise CSD, Site/Local Helpdesk, OEMS, Network, Server, Architecture, and/or Engineering and the requesting organization.
• Conducts pre-install and site surveys as necessary.
• Makes use of Remedy for receiving, documenting, and closing tickets.Updates management tools as required.
• Makes use of available tools to troubleshoot and resolve issues such as SCCM, McAfee, InTune, Forescout, Tivioli, and/or Hypori.
• Provides telephony instrument services including, but not limited to, provision telephones, configures and connect VoIP telephones, key secure equipment, change the usernames, enable and disable extension mobility, and activate and deactivate telephone features.
• Manages and provide day-to-day support for VDI clients.
• Integrates, tests, and verifies VDI client hardware and software with USSOCOM’s VDI standard client image.
• Recommends upgrades to and replacements for hardware and software utilized by VDI clients.

• Education & Experience:
• High School Diploma with 6+ years of relevant experience
• Associate's degree with 4 years of relevant experience
• Bachelor’s degree with 2 years of relevant experience
• Security Clearance:
• Active DoD TS/SCI clearance
• Certifications:
• Must hold a DoD 8570.01-M IAT Level II certification

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.