Resident Service Support Specialist - DWDM Transport

The Resident Service Support Specialist - DWDM Transport is a dedicated, on-site professional responsible for providing technical
assistance, troubleshooting, and maintenance of IT systems within a specific
location or organization. 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.

This position is fully onsite in Kaneohe Bay, Honolulu, HI.

Responsibilities Include:

• DWDM Transport:
  
• Operate, monitor, and maintain Dense Wavelength
  Division Multiplexing (DWDM) transport networks.
  
• Diagnose and resolve issues related to optical
  transmission, 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 system performance and reliability.
  
• Technical Support:
  
• Provide first-line support for hardware,
  software, and network-related issues.
  
• Respond to and resolve tickets in a timely
  manner via phone, email, or in-person assistance.
  
• Troubleshoot system errors and implement
  appropriate solutions to minimize downtime.
  
• System Maintenance:
  
• Monitor and maintain IT systems, including
  servers, workstations, and network equipment
  
• Perform regular system updates, patches, and
  backups to ensure system integrity.
  
• Ensure compliance with organizational IT
  policies and security protocols.
  
• User Assistance:
  
• Assist staff in understanding and using
  technology effectively.
  
• Conduct training sessions and create
  user-friendly documentation for common processes.
  
• Maintain excellent communication with users to
  manage expectations and provide updates on issue resolution.
  
• Hardware and Software Management:
  
• Install, configure, and maintain hardware and
  software systems.
  
• Manage inventory of IT assets and ensure timely
  procurement and replacement of equipment.
  
• Collaborate with vendors for repairs or upgrades
  as needed.
  
• Incident Reporting and Documentation:
  
• Maintain detailed logs of issues, solutions, and
  system changes.
  
• Provide regular reports on system performance
  and support activities.
  
• Participate in audits and ensure compliance with
  regulatory requirements.
  
• Change Management:
  
• Act as a key participant in planning and
  implementing IT changes, ensuring minimal disruption to business operations.
  
• Evaluate the impact of changes to systems,
  processes, and user workflows.
  
• Create and execute change management plans,
  including communication strategies, training sessions, and performance metrics.
  
• Collaborate with stakeholders to gather input
  and ensure smooth adoption of new technologies or processes.
  
• Maintain documentation of changes, including
  risk assessments, testing outcomes, and post-implementation reviews.
  
• Network Administration:
  
• Monitor network performance and troubleshoot
  connectivity issues.
  
• Ensure network security by understanding
  firewalls, VPNs, and other security measures.
  
• Assist with setting up and managing wired and
  wireless network infrastructure.
  
  

• Education: Bachelor's degree or equivalent
  experience
  
• Clearance: DoD Top Secret
  
• Experience:
  
• 3+ years in a technical
  support or IT system administration role.
  
• DWDM Transport: Experience with DWDM transport
  systems, including provisioning and maintenance.
  
• Knowledge of optical transport
  systems and DWDM.
  
• Experience transitioning Time Division Multiplexing (TDM)
  technologies to DWDM.
  
• Technical Skills:
  
• Proficiency in operating systems (e.g., Windows,
  macOS, Linux).
  
• Proficiency in Ciena Site Manager
  
• Knowledge of networking protocols and hardware.
  
• Familiarity with common software applications,
  troubleshooting tools, and IT frameworks.
  
• Familiarity with change management tools and IT
  frameworks.
  
• Certifications (required):
  
• DoD 8140.03M: Candidate must hold and maintain
  certification compliant at IAT Level II (e.g. Security+)
  
• Soft Skills:
  
• Strong communication, organizational, and
  interpersonal skills; ability to work independently and collaboratively.
  
• Physical Requirements:
  
• On-site role requiring physical presence at the
  designated location.
  
• May involve lifting or moving IT equipment.
  
• Occasional after-hours or weekend work to
  address critical issues or system updates.