User Support Technician

Location: Albuquerque, NM.

Clearance Requirements: Fully adjudicated Secret to start w/TS SCI eligibility

DTRA is the Executive Agent for the Joint Staff Nuclear Weapons Stockpile Manager and is responsible for maintaining the DoD’s national nuclear weapons stockpile database using the Defense Integration and Management of Nuclear Data Services (DIAMONDS) application. 

You MUST know nuclear weapon movement, maintenance, and storage practices—2W2 Background Required.

This is a stable and growing firm where people are their differentiators.

This position is the central focal point for all communications with external customers, as well as working closely with system administrators, field support technicians, and software developers to provide seamless support to all users.

Responsibilities:

  • Provides immediate support on all nuclear weapons accountability issues identified by users
  • Provides business-hour network monitoring and 24/7 call-in support (on-call support on weekends)
  • Ensures all problems reported by end users have been adequately documented, and controls exist so only authorized staff can archive the end users’ entries, as well as determine if there are sufficient controls to escalate issues according to priority
  • Performs user account management per the Account Management Plan
  • Provides advanced software installations and upgrades to operating systems and layered software packages
  • Supports developing DIAMONDS applications training lesson plans for initial users and follow-on educational or refresher training, distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over the phone
  • Provides technical assistance and support related to computer systems, hardware, and software; responds to queries; runs diagnostic programs; isolates problems and determines and implements solutions
  • Accessing databases using Toad for Oracle and Oracle SQL Plus to research and rectify nuclear weapons accountability issues
  • Provides system updates and statuses to Government leadership via daily stand-up meetings with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed
  • Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all DSMS systems and trouble tickets from users
  • Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; walks customers through the problem-solving process; follows up with customers to ensure issue has been resolved
  • Collects and evaluates incident reporting practices and operations
  • Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library)

Requirements:

  • Required Nuclear Accountability or reporting experience
  • Required: DOD 8570 IAT Level II (ex. CCNA-Security, Security + CE, CND, etc.)
  • Required: Security Clearance: Fully adjudicated Secret to start w/TS SCI eligibility
  • Education and Experience: Technical Training, Certification(s) or Degree, 5+ years of experience

Salary: The salary for this position is up to $105,622

Benefits include a comprehensive benefits package, including a 401(k) with company match, health and wellness programs, internal mobility opportunities, professional growth through paid education and certifications, access to cutting-edge technology, and paid vacation and holidays.

 

in Fully onsite, New Mexico