SecureView Tier 1-2 Support Specialist

NexGen Data Systems; Columbus (OH); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Premium health insurance

Disability plans

401(k) match

Training & development

Paid time off

Job summary

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 in Columbus, Ohio. The role supports end-user terminals, ServiceNow tickets, and coordination across security and network teams.

Required qualifications include active DoD clearance, six years of IT support experience, and hands-on expertise with workstations, CAC readers, VPN, and enterprise

Qualifications

• Minimum six years of progressive information processing or information technology support experience.
• At least three years supporting enterprise hardware and software.
• Hands-on experience installing, troubleshooting, diagnosing, and training customers on hardware and software.
• Experience supporting workstations, CAC readers, wireless access points, VPN connectivity, user accounts, passwords, peripherals, and enterprise ticketing systems.
• Experience documenting, updating, escalating, and closing user-support incidents in ServiceNow.

Responsibilities

• Provide on-site Tier 1 and Tier 2 support for SecureView users and end-user terminals.
• Install, configure, test, and troubleshoot SecureView workstations, CAC readers, wireless access points, and peripherals.
• Respond to ServiceNow incidents, tickets, tasks, and user-support requests.
• Escalate complex OS, infrastructure, network, or security issues to Tier 3 personnel.
• Maintain accurate ServiceNow notes, troubleshooting records, and user communications.

Skills

Customer service

CAC authentication

VPN connectivity

ServiceNow

On-site hardware support

Network troubleshooting

Tools

ServiceNow

CAC readers

Remote access tools

Job description

Description

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.

Requirements

Desired/Required Skills:

• Place of Performance: Full-time on-site support at DLA Information Operations, Columbus, Ohio, or another Government-approved SecureView support location.
• Clearance Required: Active Department of Defense Secret clearance required.
• Investigation / Position Sensitivity: Critical Sensitive / IT-I position requiring a favourable Tier 5 investigation.
• Required DoD 8140 Qualification: Must meet applicable DoD 8140 requirements before receiving access.
• Privileged Access Qualification: IAT Level II or IAT Level III certification and CE Administrator qualification required when privileged access is assigned.
• Required Experience: Minimum six years of progressive information processing or information technology support experience.
• Specialized Experience: At least three years supporting enterprise hardware and software solutions.
• Hands-On Experience: At least two years installing, troubleshooting, diagnosing, and training customers on hardware and software.
• Required Desktop Support Experience: Experience supporting workstations, CAC readers, wireless access points, VPN connectivity, user accounts, passwords, peripherals, and enterprise ticketing systems.
• Required ServiceNow Experience: Experience documenting, updating, escalating, and closing user-support incidents and requests.
• Required Computing Environment Qualification: Current DLA-approved Computing Environment certification applicable to assigned support duties.
• Desired Skills: SecureView, SIPRNet user support, CAC authentication, VPNs, Windows workstations, wireless networking, ServiceNow, remote access, and Government equipment accountability.

About the Company:

NexGen Data Systems is an emerging technologies focused company providing expert systems and network engineering solutions to the Department of Defense. NexGen Data Systems promotes a culture of knowledge and career advancement through continued learning, keeping our team current on the latest advances in systems and networking, and enabling our team to provide the best available solutions to our clients.

Benefits:

• Company covers 100% of premiums for the employee's medical, dental, and vision insurance and subsidizes premiums for spouse and dependents.
• Company provides short and long term disability plans.
• 401(k) match up to 10% of the employee's salary contributions to 401(K) plan.
• Comprehensive training and development program.
• 11 paid holidays and paid time off (PTO) accrual level starts at 15 days annually.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

NOTE: US Citizens and those authorized to work in the US are encouraged to apply. In order to be qualified for this position, you must be able to obtain and maintain a United States Department of Defense (DoD) security clearance. We are unable to sponsor Visas at this time. NexGen Data Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.