Resident Service Support Specialist (RS3) - (DWDM)|Req#4016

Description

DecisiveInstincts, LLC, a Joint Venture between ActioNet and Akamai Intelligence has an immediate opportunity for has an opportunity for a Resident Service Support Specialist - Dense Wave Division Multiplexing (DWDM) Transport located in Quantico, VA. The candidate must have an Active Secret clearance.

ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.

The Resident Service Support Specialist is a dedicated, on-site professional responsible for providing technical assistance, troubleshooting, and maintenance of IT systems. This role ensures smooth day-to-day operations by addressing technical issues promptly, supporting end-users, and optimizing system performance. The ideal candidate is a proactive problem-solver with strong technical expertise and excellent customer service skills.

Key Responsibilities

DWDM Transport

• Operate, monitor, and maintain Dense Wavelength Division Multiplexing (DWDM) transport networks.
• Diagnose and resolve optical transmission issues, signal degradation, or equipment failures.
• Perform testing, provisioning, and integration of new DWDM circuits or devices.
• Collaborate with vendors and service providers to ensure optimal performance.

Technical Support

• Provide first-line support for hardware, software, and network issues.
• Respond to tickets via phone, email, or in-person.
• Troubleshoot system errors and minimize downtime.

System Maintenance

• Monitor and maintain servers, workstations, and network equipment.
• Perform updates, patches, and backups.
• Ensure compliance with IT policies and security protocols.

User Assistance

• Help staff use technology effectively.
• Conduct training and create user-friendly documentation.
• Communicate clearly with users on issue status and resolution.

Hardware & Software Management

• Install, configure, and maintain systems.
• Manage IT asset inventory and coordinate procurement.
• Work with vendors for repairs or upgrades.

Incident Reporting & Documentation

• Maintain logs of issues, solutions, and system changes.
• Provide regular performance and support reports.
• Support audits and regulatory compliance.

Change Management

• Plan and implement IT changes with minimal disruption.
• Evaluate impacts and execute change plans.
• Document risks, testing, and post-implementation reviews.

Network Administration

• Monitor network performance and resolve connectivity issues.
• Support firewalls, VPNs, and security measures.
• Assist with wired and wireless infrastructure.

Qualifications

• Education: Bachelor’s degree
• Experience: 3+ years in technical support or IT system administration
• DWDM Transport: Experience with provisioning and maintaining DWDM systems; knowledge of optical transport and TDM-to-DWDM transitions
• Technical Skills:
• OS: Windows, macOS, Red Hat, Linux
• DWDM Tools: Ciena Site Manager, MCP Domain Controller
• Networking protocols and hardware
• Familiarity with IT frameworks and change management tools
• Certifications:
• DWDM Transport certifications compliant with DoD 8140.03M
• Soft Skills:
• Strong communication, organizational, and interpersonal skills
• Ability to work independently and collaboratively

Work Environment

• On-site role requiring physical presence
• May involve lifting or moving IT equipment
• Occasional after-hours or weekend work for critical issues or updates

********Direct Applicants, only. No Agencies, No third-party recruiters, please********