Communication Focal Point Technician (2 Positions)

Employment Type

: Full-Time

Industry

: Miscellaneous



Caribou Thunder has several opportunities supporting the Operations, Maintenance, and Sustainment (OM&S) of North American Aerospace Defense Command (NORAD) Cheyenne Mountain Complex (NCMC) Integrated Tactical Warning/Attack Assessment (NCMC-ITW/AA) And Space Support Contract II (NISSC II). This position is contingent upon award of contract. The NISSC II effort establishes requirements for OM&S that support classified communications and processing for Command and Control (C2) capability in organizational work centers at Cheyenne Mountain Air Force Station (CMAFS), Peterson Air Force Base (PAFB), Colorado. The NISSC II OM&S TO also establish requirements for operations and maintenance support for the CMAFS Information Systems Infrastructure. Responsibilities: Caribou Thunder has multiple Comm Focal Point opportunities available. 

OVERVIEW 

CFP Technicians will staff the CFP Work Center 8x5 weekdays minus US Federal holidays. After hours CFP support will be turned over to the 24/7 Network Operations Crew personnel.

The objectives of the Communications Focal Point (CFP) support activities is to provide a single point of contact to receive and facilitate resolution of all issues or support requests from 21st CS customer and user support personnel.

The CFP function is a consolidation of help/service desks and includes but is not limited to maintenance control, telephone administration desk, the network help desk, and Personal Wireless Communications Systems (PWCS) help desk that are all part of the Client Service Center. The CFP functions as a 24x7x365 command and control conduit to the production work centers on the behalf of the commander/flight commander/senior communications officer. 

Ideal candidates will possess a variety of multiple communications support technical skills to include network desktop user, Video systems maintenance, and Voice systems maintenance.

The Comm Focal Point Technician may be asked to support other areas/work centers on the NISSC II contract. He/she will be subject to a government security investigation and must meet eligibility requirements for access to classified information. He/she may be trained and must pass initial and recurring evaluations to maintain employment. 

RESPONSIBILITIES 

  • Collect trouble tickets/job information, assign ticket numbers and maintain the status of all active scheduled, unscheduled and deferred trouble ticket/jobs in the approved AIS. Reconcile deferred or unclosed trouble tickets/jobs with the applicable work center to validate accurate status weekly. 

  • Utilize locally generated tracking procedures if the AIS is temporarily unavailable and maintain a copy of locally generated documentation until the AIS is available. Upon AIS restoral, the contractor shall enter all the applicable data as necessary.

  • Provide a 24-hour point of contact number to all customers, System Center and up-channels. When transferring responsibilities (e.g., shift changes, appointments, breaks, etc.), the contractor shall review all open trouble tickets/jobs for accuracy and to ensure the most up-to-date status/information is captured.

  • Perform telephone call transfers and establish conference calls to aid troubleshooting.

  • Manage NOTAMs/SITREPs/OPREPs and status and ensure updates are forwarded to the appropriate customer support work centers for action. This may also include creating/opening trouble tickets for the production work centers.

  • Perform annual reviews of Equipment Inventory Lists (EIL) and make required changes within the approved AIS.

  • Prepare and maintain a master PMI schedule with assistance of the work centers. The contractor shall load into and schedule all Preventive Maintenance Inspections (approx. 300 PMIs monthly) for systems listed in Appendix B via the Government approved AIS [e.g. IMDS]. The contractor shall perform and document the completion or delay of all PMIs in the Government approved AIS [e.g., IMDS]. The contractor shall coordinate deferred PMIs with the using activities and the production work center to ensure they are completed as soon as possible

  • Review, disseminate, direct, and report accomplishment/compliance of time change management (e.g. TCTO, TCNO, FCO, time change items, etc.) and any other downward-directed operations, security or configuration management-related orders and notify the production work centers of any time change items and other anticipated communications actions.

  • Develop procedures to sustain CFP operations in the event of power failure, communications outages, and national/local disaster. Ensure procedures tie into supported mission and base recovery plans and include a procedure to use local tracking procedures.

  • Develop and include local checklists/SOPs for specific procedures that are not common, everyday procedures to include emergency action plans, if applicable.

  • Maintain a Master Station Log of all CFP actions.

  • Maintain a copy of the Mission Essential Circuit List for circuits critical to the DISN and base operations using the restoral priorities in the TSOs to the maximum extent.

  • Maintain a copy of the Cyberspace Support Disaster Recovery Plan (DRP).

  • Make changes as a change sponsor to enable submission of change requests. 

  • Develop and maintain a Quarterly Communications Plan, Daily COMSTAT report and CFP daily report.

  • Schedule, monitor, control and coordinate efforts for production (ASI/Form 4/Demand Maintenance)

  • Create, maintain and brief the N/NC Scorecard & Vulnerability Management briefing monthly. 

  • The contractor shall create, provision and/or move user accounts on all networks. 

  • The contractor shall attend (remotely) weekly ACCC CFP Sync and CWOC meetings 

  • Additional tasks:

  • Daily Commander’s SITREP outlining status of all major networks, mission systems, and mission critical equipment. Perform CFP Notification Matrix actions thru SCO Flight notification when criteria is met, Perform Weekly Remedy Ticket, “Aged Tickets”, and Mission Critical/VIP ticket reports and document/forward findings to appropriate OPR’s. Report of accomplishment/compliance of time change mgmt. and ops, security, or configuration management related orders.

  • Additional Duties: Perform additional duties as assigned.

    BACKGROUND EXPERIENCE REQUIREMENTS 

  • Position requires Top Secret/SCI clearance.

  • Experience with and have the proven ability to operate, learn and understand Air Force Information Technology, network, and client operations. He/she must independently determine and develop and approach to solutions within established guidance. His/her work is reviewed upon completion for adequacy in meeting objectives.

  • Minimum of two (2) years hands-on experience in a network client service center environment or work control dispatch center.

  • Three (3) years hands-on maintenance and repair experience with ISP/OSP cabling and Nortel Telephone Switching equipment.

  • Three (3) years hands-on experience with network operations/IT Service Desk. 

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