Service Desk/Cable Technician

Delaware Nation Industries is supporting the Naval Surface Warfare Center Dahlgren Division Dam Neck Activity (NSWCDD DNA). We provide enterprise management and technical support of the Naval Surface Warfare Center Dahlgren Division Dam Neck Activity (NSWC DD DNA) by providing assistance in policy, procedures, seat refresh, engineering/technical solutions, ordering to Next Generation Enterprise Network (NGEN) and the Naval Networking Environment (NNE) strategy.

Job Summary:   The IT Analyst/Service Desk/Cable management specialist will shall be responsible for the installation, organization, diagrams, and patch cable development of CAT5,CAT6, low voltage cables, and fiber, while adhering to best practices, industry standards, and manufacturer requirements.  Termination (connecting and securing cables to their respective endpoints, such as patch panels, connectors, or devices) and organization of cabling within designated areas that include riser closets and racks in various locations.  The ServiceNow Ticket Admin position is  focused on managing and optimizing the ServiceNow ticketing system. The primary responsibilities include monitoring ticket flow, escalating issues, and ensuring service availability while providing excellent communication and support to stakeholders.

Responsibilities:

• Is responsible for installing, terminating, testing, and troubleshooting copper/fiber optic communication systems, including LANs, enterprise, and data center installations.
• Knowledge of cabling standards, termination techniques, and troubleshooting procedures
• Ensure all security requirements are met and maintained throughout the enterprise LAN
• Provide customer facing initial engagement support and ticket creation within the command Service Now ticketing system
• Assist all division team members with SLA monitoring, ticketing standard support and process flow is met.
• Provide weekly, monthly and quarterly reporting to ticketing status, SLA deviations, end user metrics and other various requests by program or customer leadership
• Act as first engagement team member for all walk-in requests, end user ticketing assistance and initial issue triage for the division providing Core IT services and support.
• Must have the ability to communicate effectively with colleagues, clients, vendors and leadership.
• Ability to work in confined spaces, climb ladders, and handle tools and equipment
• Maintain accurate records of cable installations, terminations, and troubleshooting activities
• Includes creating and maintaining diagrams and site-specific documentation
• Maintain and manage inventory of cabling materials, connectors, and related equipment. 
• Identify, diagnose, and resolve issues with cable connections and infrastructure.

• 5+ Years of Experience in Cable/Fiber Management
• 2+ Years of Experience in Service Now Ticketing
• Associates or Equivalent Work Experience
• Cyber Security Workforce level IAT II
• Customer Support Oriented
• Microsoft Visio and Microsoft Project user
• DoD Top Secret Security Clearance
• CompTIA Network+ or equivalent
• Recommended
• Certified Fiber Optic Technician (CFOT)
• Bicsi Installer 1 (INST1)
• Bicsi Technician (Tech)