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Systems Administrator

The Systems Administrator support provides superior customer service. In support of the Automated Call Distribution (ACD) System which is located in Springfield, VA

Duties and Responsibilities:

  • Provide day-to-day maintenance (routine, preventative, and corrective) of the ACD system to ensure consistent, reliable and secure availability to include the ACD Computer Telephony Integration (CTI) software, Computer Supported Telecommunications Applications (CSTA), servers and hardware.

  • Perform specific scheduled maintenance activities that result from manufacturers recommended service intervals, alerts, bulletins, available patches and updates according to agency approved change management processes with pre-coordinated PMO and OCB approval.

  • Configure the ACD system to disperse incoming calls to the correct IT Service Desk agent, service provider or group for the specific type of call.

  • Record and update the ACD system set of instructions that dictates how inbound calls are handled and directed.

  • Perform ad-hoc updates to the ACD recording based on Priority or Master Incident tickets as directed by the ITMWO.

  • Other duties as assigned


Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

  • High School Diploma, / GED plus 10 years of relevant experience OR:

  • Associates Degree and 8 years’ experience OR:

  • Bachelor’s Degree and 6 years’ experience

  • Relevant experience in the following:

  • Analytics

  • Visual Operations

  • Data Collection

  • Experience in the Intelligence Community

  • TS/SCI clearance


Knowledge, Skills and Abilities:

  • Ability to obtain CI Poly Clearance

  • Ability to work Shift hours. Shift will be identified upon hire

  • Ability to work independently and yet be effective within a team setting

  • Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment

  • Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals

  • Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.

  • Excellent skills in Microsoft Word, Excel, and other Office applications

  • Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.

  • Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

  • Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it


 

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