SecureView Tier 1-2 Support Specialist
NexGen Data Systems is seeking three on-site SecureView Tier 1-2 Support Specialists to provide direct user, terminal, access, connectivity, and operational support for the DLA SecureView environment.
SecureView enables authorized users to access SIPRNet from approved on-site or residential locations using customized workstations, wireless access points, CAC readers, VPN connectivity, and associated security controls. These specialists will support end-user terminals, ServiceNow tickets, access problems, residential deployment requirements, and coordination across DLA security, LAN, WAN, and firewall organizations.
Roles & Responsibilities:
- Provide on-site Tier 1 and Tier 2 support for SecureView users and end-user terminals.
- Install, connect, configure, test, and troubleshoot customized SecureView workstations, wireless access points, CAC readers, and peripheral components.
- Respond to ServiceNow incidents, tickets, tasks, and user-support requests.
- Troubleshoot terminal startup, CAC authentication, password, account access, VPN, network connectivity, peripheral, and basic application issues.
- Monitor SecureView access and assist authorized users with approved remote or residential configurations.
- Support preparation and processing of SecureView user agreements and residential-use documentation.
- Coordinate issues with DLA security, LAN, WAN, firewall, system administration, network, and cybersecurity personnel.
- Escalate complex operating system, infrastructure, network integration, configuration, or security problems to Tier 3 personnel.
- Maintain accurate ServiceNow work notes, troubleshooting records, equipment information, user communications, and closure documentation.
- Support deployment, replacement, inventory, return, and accountability of SecureView terminal components.
- Participate in 24x7 after-hours support when required to maintain continuity of operations.
- Assist with SecureView training, user guidance, standard procedures, and frequently asked questions.
- Support transition-out by providing shoulder-to-shoulder training, terminal inventories, troubleshooting procedures, and user-support documentation.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.