Customer Support AdministratorCompany Overview Dutch Ridge Consulting Group, LLC (DRCG) is an ISO 9001:2015, Department of Veterans Affairs (VA) Certified Veteran Enterprise (CVE), Service-Disabled Veteran-Owned Small Business (SDVOSB). DRCG provides technical support staff at ten locations throughout the United States with corporate offices in Beaver, Pennsylvania and Ashburn, Virginia. DRCG offers expertise in Systems Integration (SI), Information Technology (IT) solutioning, Program Management, Risk Management, Business Process Reengineering (BPR), Requirements Engineering, Workflow Solutioning, and Business Consulting Services. Established in 2016, DRCG is 100% US owned, and has over 50 employees (97% hold a Secret clearance or higher). DRCG optimizes client investments by leveraging expertise to better manage the growth and transformation of existing IT environments. Description DRCG is proud to be a member of the team supporting Bluestone, an enterprise-level initiative to modernize DEA's IT systems and networks, enhancing security, usability, and accessibility to support mission requirements effectively and efficiently. Bluestone delivers an enterprise-level capability consisting of an integrated organization, innovation, business analysis, development, operations, engineering services, solution architecting, software/ hardware release management & maintenance services, new cloud-based solutions, and next generation network options. DRCG is seeking a Customer Support Administrator (CSA) to provide outstanding support to DEA users, deliver desk-side support, regularly scheduled backups, network storage allocation, and preventative maintenance. The CSA will support Microsoft Windows environments, repair/replace system peripherals, and maintain configuration management data and documentation. Install software patches, updates, and upgrades, including remote servers and workstation administrations. In addition, the CSA will maintain operability of the Uninterruptible Power Supply (UPS); troubleshoot and resolve communications equipment; facilitate resolution of network hardware and software problems and monitor network traffic and optimize network performance. This includes maintaining remote user assistance capabilities, Internet connectivity for standalone workstations, and providing technical assistance for relocations and moves. The CSA will create, update, and track service call requests, and stage and take down end-user workstations and associated equipment. Duties and Responsibilities The successful candidate will support a broad range of IT and User Support functions to include but not limited to:
- Promptly respond to IT-related incidents and service requests, troubleshooting utilizing IT Best Practices to resolve end-user problems via both desk-side and remote capabilities.
- Promptly respond to and assist the Enterprise Network Operations Center (ENOC) with related incidents as assigned.
- Perform smart hands for installation of servers, routers, switches, UPSs, laptops, workstations, monitors, VOIP Phones, KVMs, Taclanes, amongst peripherals.
- Assist with a variety of software installations/upgrades and troubleshooting of DEA applications, ranging from Web Applications to Office Automation to Operating Systems.
- Perform as the system administrator of Windows Servers.
- Perform site survey, site build out, move, and customer relocation efforts.
- Provide excellent written and oral communication with customers and peers.
- Provide Weekly Status Reports to Contract Management.
- Assist with the IT-related tasks during the Disaster Recovery Process.
- Maintain operability of the Uninterruptible Power Supply (UPS).
- Provide technical assistance for relocations and moves.
- Staging and removing end-user workstations and associated equipment.
- Prepare equipment for transport and shipping.
- Prepares and maintains site documentation, site notes, and drawings.
- Installing, terminating, and running cabling (CAT5 and FIBER OPTIC Cabling)
- Work closely with external vendors to resolve defective equipment.
- Travel to Remote sites when hands-on interaction is required.
- Prepare Travel Authorization Requests (TAR) and submit Post Trip Reports.
Position Requirements
- 5 to 8 years relevant IT experience / education (or combination of both)
- Experience supporting Microsoft Windows environments and Microsoft software
- Experience troubleshooting and resolving Tier 2 hardware and software problems
- US Citizenship required
- Active Secret Clearance
- Ability to obtain and pass a DEA Suitability Clearance
Desired Qualifications
- Bachelor's degree is an asset
- ITIL Foundations v4
- Security+
Job Location Boston, MA 02203 / Bedford, MA 01730