Watch Desk Operator

in Fairmont, WV

Watch Desk Operator Job

Job Description Job Attributes+

  • Job ID

    dcf42718-2c23-4019-b529-4b711df56936

  • Req #

    WATCH001991

  • Job Location

    Fairmont, WV, US

  • Job Category

    Administrative/Clerical Support

  • Job Type

    Full Time

  • Clearance Level

    Current US Secret  

Highlights:

  • This opportunity will be a challenging and rewarding experience to support real world operations.
  • Our team and work environment can be described as hardworking, family-oriented, mission dedication, and work/life balance focused.
  • What makes this position unique is that it is a challenging environment, focused on providing direct support to the DoD, DoD Partner Nations, Federal Law enforcement, and Intel Community.
  • If you should join us, you will hone your skills as to the following: team management, time management, customer communications, and coordination with US Government operations.

Typical Day:

Provide direct support to customers within the Department of Defense, US Government, US Intelligence Community, US Federal Law Enforcement Agencies, and Foreign Partners around the world.

Tasks:

  • Monitor unclassified as well as classified networks for the upload of biometric files and images to be manually submitted
  • Manually transfer biometric files, biometric images, and response files from one domain to another
  • Perform a two-person review as well as a “dirty word search” on all cross-domain transfers from the classified network to the unclassified network
  • Answer user questions concerning biometrics, transactions, family-of-systems, and other user inquiries
  • While working closely with the System Administrators, shall monitor system health and the current operational status of the biometrics repository(s)
  • Identify and correct, as able, files that error in the repository(s)
  • Categorize all Watch Desk submissions and follow industry-leading processes and established workflows for problem resolution
  • Write and update standard operating procedures for common and recurring Watch Desk tasks
  • Submit workflow documentation to the Government for review and approval and unresolved items that affect the design of the DoD system to the system Change Control Board for consideration
  • Utilize government provided automated tools to the maximum extent possible to capture trends, trouble call resolution status, and track metrics to operate and maintain the 24x7x365 day Watch Desk
  • Generate both standard reports as well as ad hoc reports for specific customers or for all submissions
  • Remove biometric records from the repository(s) with proper Government approval and keep a record of the removal
  • Provide the Government with a monthly Biometrics Watch Desk Metrics Report that identifies and tracks trouble calls, call resolution, and other Watch Desk metrics
  • Review and analyze this data to identify trends and provide recommendations for improvements and training as part of the Biometrics Watch Desk Metrics Report
  • Use existing automated help desk tools and continually assess new automated tools that can provide improvements to both users and the DoD authoritative biometric repository(s) operations

Required Qualifications:

  • High School/GED and 7 years’ experience

Or

  • Associate’s Degree and 2 years experience
  • Must be willing to work independently or as part of a team.
  • Must be willing to work alternate shifts in a 24/7/365 environment
  • Possess knowledge of secretarial and office administrative procedures, in addition to the use and operation of standard office equipment.
  • Expert level experience with a variety of computer software applications such as Microsoft Word, Excel, Access, and PowerPoint is required.
  • A high level of interpersonal skills to handle sensitive and confidential situations is a must.
  • Position continually requires demonstrated poise, tact, and diplomacy.
  • Some analytical ability is required in order to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work.

Job Qualifications

  • High School/GED and 7 years’ experience

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