Watch Desk Officer at Biometric Tech Center

at  FITT Scientific LLC TotalSource

REQUIRED SKILLS/EDUCATION:

• 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 already possess or be able to obtain DoD Secret clearance.
• 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.

ADDITIONAL REQUIREMENTS:

• Proof of full vaccination against the COVID-19 virus is required for all government contractors working at government sites, contractor sites, or teleworking unless a medical or religious exemption is approved prior to hiring in accordance with (IAW) Executive Order (EO) 14042.

• Shall possess knowledge of the DoD biometrics environment, customer knowledge base, data, domain knowledge, and policies, to operate and maintain 24x7x365-day watch desk service operations of all DoD biometric systems submitting to the DoD authoritative biometrics repository(s);
• 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 Watchdesk 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;
• The Tier 1 watch desk shall be located at the DFBA-WV facility and Tier II/III support shall be provided by employee staff functional experts, system developers, and DoD systems operators/administrators as required;
• 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; and
• 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.