Job Details

TSA HQ Tier 2 Desk Side Support - DoD Secret Required: TSA EOD p




Arlington, VA 20598

Clearance Level Must Currently Possess:

Secret (NACLC)

Clearance Level Must Be Able to Obtain:




Job Family:

Customer Support

Job Description:

Under the ITIP program, CSRA provides an array of management, technical, and operational expertise in support of TSA End User services. The role of Tier 2 IT specialist at HQ requires: service desk support, onsite, remote, and dispatch Break/Fix support (e.g., desktops, laptops, tablets, software, and peripherals) for both unclassified and classified systems.

Participates in client/project meeting(s) as technical expert for the assessment, determination and recommendation of client's hardware and software solutions

- Oversees implementation of system with appropriate support personnel

- Installs, configures and troubleshoots complex system(s), server(s) and network issues

- Installs software, provides appropriate training on network/software and resolves complex performance issues

- Writes and edits detailed technical documentation for technical continuity

- Develops and conducts training programs to educate client users regarding specialized and complex applications

- Maintain passwords, data integrity and file system security for assigned environments

- Responds to systems and/or software concerns and issues

- Interacts with security personnel as appropriate

- Provides high level technical problem-solving support to internal/external client employee(s) and less experienced personnel. Document problems, analyze and resolve issues. Research and recommends new technology/updates to management

- Acts as technical expert in conjunction with business development efforts in the development of information technology, infrastructure projects and new business

- Documents and submits approved documentation for all Installs, Moves, Adds, and Changes (IMACs) to ensure maintenance of an up-to-date Configuration Management Database (CMDB)

- Provides technical support for hardware (desktop, laptop, etc.) and peripherals, software (COTS, GOTS, Web, Antivirus, etc.), network (hardware, software, etc.), Voice over Internet Protocol (VoIP), audiovisual display systems, analog and wireless technologies in a multi-tenant, mission critical government facility with unclassified and classified environments

- Analyzes requirements, develops test data, scripts and test cases

- Performs testing, analysis and documents test results

- Schedules and coordinates customer desk side support and installs upgrades with designated TSA ITD representative(s)

- Sets up, configure, test and maintains Cisco Call Manager

- Facilitate a variety of seamless and comprehensive hardware/software solutions to manage an enterprise-class Windows network

- Provides quality improvements and root-cause analyses

- Investigate and resolve Exchange and Good Technologies message incidents, perform forensics, and investigate unauthorized network access by users

- Maintains existing network and equipment inventory records, e.g., configuration lists, drawings, and operational schemas

- Coordinates the installation and maintenance of audio/visual systems hardware and related peripheral equipment

- Experience providing technical support for a variety of projects involving coordination with Agency users of various levels and requiring specific knowledge and understanding of the TSA network and desktop environment preferred

- Experience performing remote installation of software applications (including COTS and GOTS applications) and an understanding of the configuration changes required to allow each application to function properly within the network environment required

Associates Degree or higher and/or 5 years- experience

Top three required skills to be successful in role (must haves):

* Help desk experience
* Exchange 2016 experience
* Windows 10 experience
* GOOD and Blackberry Work experience
* STRONG customer service skills


Secondary skills:

* Ability to work independently
* Strong communication skills
* Flexibility in work schedule


MCSE--Windows server, MCSE-exchange, MCSA-Win 7, Windows 2010 Microsoft 2016



# of Openings:


Scheduled Weekly Hours:


Telecommuting Options:

Telecommuting Not Allowed

Work Location:

USA VA Arlington - 701 S 12th St (VAC137)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Post Date:
Minimum Clearance:
Dept of Homeland Security
Job Category:
TSA HQ Tier 2 Desk Side Support - DoD Secret Required: TSA E
Unspecified annual salary
Unspecified hourly wage
Group ID: