Computer Operator Iv

Primary Location: Hampton Roads, VA

Must be a U.S Citizen

Security Clearance: Secret

This position is contingent on contract award.

Obsidian Solutions Group (OSG) is seeking an experienced and motivated Computer Operator IV. Supporting the Information Technology (IT) support services for Mid-Atlantic Regional Maintenance Center (MARMC).

Mid-Atlantic Regional Maintenance Center (MARMC) has a stated Vision and Mission that is the foundation upon which all MARMC resources should direct their performance: Vision: “First in Maintaining Global Force Readiness.” Mission: “We Fix Ships.”

Specific Responsibilities

• Conduct basic IT troubleshooting and apply techniques to resolve customer issues.
• Assess and send calls to the appropriate individuals in the division when resolutions cannot be provided to the customer.
• Screen telephone calls, visitors, and incoming correspondence.
• Research and solve problems in response to customer reported incidents and problems relating to IT issues.
• Proactively identify opportunities to improve customer service and resolve customer problems; assist with and/or assess problem situations; gather relevant information; identify solutions and/or recommendations; implement corrective actions; and coordinate with internal and external subject matter experts to resolve customer inquiries.
• Apply knowledge of a wide range of analytical and evaluative methods to analyze data and apply results to problem resolution.
• Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.
• Update and maintain problem tracking and resolution databases (e.g., IT Help Desk ticketing system).
• Operate IT tools and system, including navigating IT systems to: search for, retrieve, or access data or information; organize data clearly; and/or output data in usable and user-friendly format.
• Enter accurate customer data into IT systems such as SharePoint IT Help Desk; guide customers in the use of IT systems related to the organization’s operations.
• Open, monitor, resolve, and close customer tickets.
• Assess and aid command personnel on IT related service requests received from within and outside the command and track each one as they move through each phase of resolution.
• Prepare formal requests and reports for request processes that must be sent out of the IT division.
• Assess the impact of IT related requests to ensure they are addressed correctly and in the most expedient manner.
• Provide various information systems solutions support that bridge the gap between organization mission and existing government technical capabilities.
• Activate and deactivate command cellular devices; issue and receive command cellular devices.
• Conduct random audits and prepare activity and progress reports relating to the command cellular devices.
• Support basic accounting and financial operations; reconcile cellular device usage to monthly billing reports.
• Serve as liaison for any third-party vendors providing cellular device services and support for legacy applications or systems not transitioning to the NMCI environment.
• Identify and escalate workflow issues, provide clerical support on divisional projects, provide support to work directors, and compile daily production statistics and other reports.
• Compose and maintain various types of correspondence such as phone messages, emails, faxes, and letters.
• Generate technical/nontechnical correspondence such as office policies, procedures, and guidance requests for information, letters of accomplishment, commendation, notification, and reports and presentations as requested by the Program Office or Program Manager.
• Provide a range of other general office tasks such as establish and/or maintain soft and hard copy of various office documentation, research information, provide orientation for new staff, operate modern office equipment and software.
• Prepare special or one-time reports, summaries, or replies to inquiries, selecting relevant information from a variety of sources such as reports, documents, correspondence, other offices, under general directions.
• Maintain recurring internal reports, office equipment listings, correspondence controls, and training plans.
• Requisition and restock supplies, arrange maintenance of office equipment, and other services.
• Develop Standard Operating Procedures (SOPs) and provide updates quarterly or as tasked.

• Three (3) years of related IT customer support/distance support experience.
• Minimum one (1) year job-related experience providing IT Help Desk/Service Desk support.
• DoD 8570.1 IAT I - (A+ CE, CCNA-Security, CND, Network+ CE, SSCP).
• Self-motivated, possess strong analytical skills and be customer oriented. Clearly communicate ideas to others verbally and in writing.
• Experience in MS Word, Excel, PowerPoint, and Project.
• Strong organizational and technical management skills and ability to perform detail-oriented assignments.

Physical Requirements and Work Environment

• Normal Office environment

Travel

• N/A

Company Description

Obsidian Solutions Group LLC (OSG) is a fast-growing professional services firm based in Fredericksburg, VA. We create value for our customers by delivering technology-enabled & mission-oriented technical solutions that solve complex problems, protecting people, information, and assets. Our core capabilities are in providing Enterprise IT, Intelligence Analysis, Production & Development and Knowledge-Based Professional Services Solutions that enable the customer’s mission. Obsidian Solutions Group LLC is a service-disabled, veteran-owned small business.

A career at Obsidian Solutions Group means you are able to put your expertise, credentials, and talents to great use working with customers in the DOD and Intelligence Community, while enjoying the excitement of working in a fast-growing organization committed to making a difference for our customers and in our community. Contribute independently and collaboratively alongside our amazing team of doers and thinkers. Obsidian Solutions Group is small enough to offer a family atmosphere yet large enough to deliver a highly competitive compensation package. We hire and retain the best in the industry, offering exceptional benefits that protect the well-being of our employees, their spouses and domestic partners, and their families.

Our corporate philosophy is centered on hiring and retaining employees with the requisite skills, professional experience, personal commitment, and ethical standards necessary to foster a culture of operational excellence necessary to surpass our customer’s expectations.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Obsidian Solutions Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, protected veteran status, and any other non-merit factor, or any other characteristic protected by law.