Job Description

ResponsibilitiesOBXtek is staffing a Tier 2 After Hours Technical Support; for the United States Department of Agriculturexe2x80x99s (USDA) Client Experience Center (CEC). This role is accountable for managing the Information Technology (IT) infrastructure and service delivery to USDA.You will use the CEC-provided ITSM system as the system for recording, tracking, and resolving all tickets, which includes Incidents, Change Requests and Work Orders. The Contractor shall ensure all tickets have accurate client data, problem descriptions and all steps taken for resolution, including documenting all communications related to the ticket. The Contractor shall update ITSM tickets as work progresses, ensuring all fields are properly completed. The Contractor shall input or assist customers with submitting ITSM requests when requested.Ticket recording and management are supported by Remedy Helix and migrating to ServiceNow. Resolution and management procedures are governed by the team's established performance standards and AQLs. You will escalate all tickets and problems that cannot be resolved to the appropriate work group for resolution.After Hours Support:You will provide remote Tier 2 support Monday through Friday, 5:00PM to 10:30PM, and Saturday 8:00AM to 5:00PM, Eastern Time. This support will also be provided on the following holidays: Birthday of Martin Luther King, Jr., Washingtonxe2x80x99s Birthday, Columbus Day, and Veterans Day.Tasks - Overview:Normal Tier 2 support provides CEC supported customers with on-site Tier 2 in-depth technical support and request fulfillment. After hours support is remote (as noted above). This includes resolving incidents, change requests, and work orders for Tier 2 customer needs involving, but not limited to diagnosing and repairing software and hardware related problems, software deployments, account management, and telecommunications equipment support (including VTC, VoIP, WITS), software installations/reinstallations, patching, operating system upgrades, networking support, printers, and peripherals, asset management, and configuration management. Resolution and completion of tickets may occur onsite and/or via remote access.After hours exception: Regular Tier 2 support includes computer imaging and hardware deployments (including loaner support). This is not part of After Hours support.Tasks - Asset ManagementOperations

• You will ensure that the xe2x80x9cused byxe2x80x9d and xe2x80x9cowned and supported byxe2x80x9d fields within the ITSM asset module are accurately tracked and populated for all assets.
• You will accurately track deployment dates including when assets are deployed, returned, disposed, transferred etc.
• You will update the inventory database for any equipment serial number changes due to deployment, moves, additions, changes, or disposal.
• You will assist the USDA in receiving and receipting for new equipment (although this will be limited for After Hours support).

Disposal

• You will assist in preparing equipment for excess per OCIO and GSA requirements. This may include preparation of disposal/excess documents and disposal of assets (although this will be limited for After Hours support).

InventoryThe following regular Tier 2 support tasks are unlikely to be feasible for After Hours support:

• You will maintain an accurate inventory of equipment available in reserves, that the Contractor is assigned to support.
• You will update the inventory database as necessary to account for lost or stolen equipment, end of life and disposed assets.
• You will verify hardware serial numbers and maintain accurate asset management records, including location and assignee, in the USDA`s ITSM Asset module. This is a continuous effort, and each individual asset the Contractor is assigned to support, must be verified every two years, based on the Last Inventory Date tracked in the ITSM system.

Depot Deliveries/ShippingThe following regular Tier 2 support tasks are unlikely to be feasible for After Hours support:

• You will accept deliveries from the CEC Depot, as needed, when a customer is not available or in the office.
• You will accept equipment for offboarded staff and ship back to the Depot.

After hours exception: Hot Spare Loaner ProgramRegular Tier 2 support includes a requirement to manage, maintain, and provide government furnished loaners when necessary. This may include requesting additional loaners from the CEC Depot. This is not part of After Hours support.Account ManagementYou will be responsible for onboarding new customers and updating user accounts as requested via the SAAR process or via Digital Workplace Request as appropriate.

• User accounts shall be updated within (3) business days. Start time for tracking is the receipt of the request from the customer.
• User accounts include, but are not limited to, shared drives, group memberships and wireless (Wi-Fi) accounts. You are not responsible for deployment of wireless access points, only customer connectivity and account creations/updates.
• You will provide Active Directory administration and support. This includes providing basic to Tier 2 level support including, but not limited to:

• User accounts

• Unlocking accounts
• Updating all applicable user information and description fields
• Managing group memberships to manage access to resources
• Troubleshooting issues related to access to resources
• Creating and managing user email alias addresses
• Assisting with Windows Hello for Business setup
• Workstation accounts

• Creating and deleting workstation accounts
• Enabling and disabling workstation accounts
• Updating all applicable workstation information and description fields
• Group membership management

• Adding and removing users and computers (workstations) from groups to provide access to resources and application updates based on business needs
• Distribution list administration

• Adding and removing users based on business needs
• Creating and managing list email alias addresses
• Updating all applicable list information and description fields

Escalations to Tier 3When appropriate, you will escalate tickets to Tier 3. Those tickets will sufficient detail for follow up work including customer phone number, IP address, computer name, operating system, hardware serial number, MAC address, software version, and any error messages identified. You will include in the ticket any steps you took to troubleshoot the ticket.Premier Services (aka VIP)You will provide higher-level Tier 2 support for key customers, which are marked as xe2x80x9cVIPxe2x80x9d in the ITSM system. These services will also include support for Mobility Devices, such as smartphones, tablets, and MiFi devices. Procedures for VIP support will be shared as part of your onboarding.Qualifications

• Strong expertise in Active Directory account management, including user and computer object configurations.
• Proficiency in SCCM, Microsoft 365, and advanced troubleshooting of network and security issues.
• Experience handling specialized account tasks such as LincPass exemptions and shared drive permissions.
• Demonstrated ability to manage a high volume of account maintenance and technical support requests.
• Excellent communication and customer service skills, with a focus on collaborative problem-solving.

Preferred Experience:

• Knowledge of USDA-specific IT systems and compliance requirements.
• Familiarity with ITSM tools and workflows for handling escalations and reporting.
• Experience managing printing systems and resolving complex hardware/software issues.

Security ClearancePublic TrustCompany InformationHeadquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our Peoplexe2x80xa6Our Reputation. Our people are trained professionals who enhance our customersxe2x80x99 knowledge and innovation using technology, collaboration, and education.We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement program and much more.OBXtek pairs lessons learned across disciplines with best practices and industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.

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