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Daily Responsibilities
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- Maintain workstation and laptop operational baselines and cybersecurity compliance, provide desk-side and remote support to resolve software and hardware issues not resolved by the GSC or other Enterprise Support Teams, and deploy end-user system images to new workstations and laptops in accordance with approved imaging practices.
- Support local assets, new technology acquisition, lifecycle management for IT hardware, and inventory management.
- Serve as the primary point of contact for customer engagement, support end-user service requests, and monitor and triage site-assigned tickets.
- Develop custom web parts, forms, workflows, and web pages or sites using SharePoint Framework (SPFx); manage SharePoint site architecture, permissions, and content types; and integrate SharePoint with Microsoft tools such as Teams and OneDrive.
- Handle migrations, custom branding, and search configurations; use COTS and third-party packages in accordance with approved SDLC processes; apply, implement, and document application STIGs; obtain required approvals; and create and maintain required documentation and website graphics.
- Administer day-to-day sustainment, integrity, security, and availability of infrastructure platforms; maintain systems through customization, configuration, installation, and testing; test approved desktop images; and validate that all site components are operational with no negative impacts.
- Provide system support by installing, upgrading, and troubleshooting and resolving issues with hardware, software, peripherals, and connectivity; serve as a knowledge expert; collaborate with IT customers; and perform system backups and restoration in accordance with FIPS or other DoW or federal requirements.
- Provide support for management enterprise tools, and maintain, configure, and ensure security compliance of computer systems, servers, and virtual environments while documenting and resolving incidents in a timely manner.
- Assist with configuration baseline management and documentation to ensure system components, interfaces, and revisions are properly tracked throughout the lifecycle.
- Support equipment staging, installation, testing, and integration while ensuring system configurations comply with enterprise configuration management requirements.
- Manage Active Directory organizational units, user accounts, and associated systems to ensure secure and reliable identity management operations.
- Support identity and desktop management activities by coordinating with the Global Service Center (GSC) to manage ticket queues, resolve Tier 2 issues, and escalate complex problems as required.
- Communicate technical issues and solutions clearly to customers to ensure effective resolution of access or system issues and escalate complex technical issues to appropriate enterprise support teams.
- Support data center systems, infrastructure, and operations including system capacity monitoring, backup and recovery activities, performance monitoring, and lifecycle management of infrastructure systems.
- Maintain and administer physical and virtual servers, applying required patches, security updates, and configuration standards to ensure system stability and compliance.
- Support database administration activities including monitoring database performance, troubleshooting issues, and assisting with upgrades, migrations, and documentation.
- Prepare and deliver weekly briefings and the Monthly Progress Reports (MPR) summarizing operational activities, performance metrics, ticket volumes, budget status, risks, and program achievements.
- Other duties as assigned.
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