SUMMARY:
The Ticketing Developer supports and maintains the Open-source Ticket Request System (OTRS) for Afghanistan Ministry of Interior and Ministry of Defense (MOI/MOD).
JOB DUTIES & RESPONSIBILITIES:
Responsible for the development, planning, design, testing, implementation, upgrade, and management of internal and external Open-source Ticket Request System (OTRS) supporting MOI/MOD and its partners. Functions include: determining overall site design and structure, monitoring web site functionality, security, and integrity, troubleshooting and resolving problems, reviewing, testing, collecting and analyzing website statistics, evaluating new web applications and providing technical advice to web content.
Automated helpdesk tools such as Open-source Ticket Request System (OTRS), System Center Configuration Management (SCCM), Solar Winds, VMWare, etc. are currently or will be employed to log trouble calls and requests for assistance, as well as to support statistical analysis aimed at improving services. The candidate will monitor and maintain these tools.
Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results.
Ensure help desk standard operating procedures are disseminated throughout the MoI and MoI units.
Maintaining daily operations logs including all significant actions for that day.
Maintaining daily trouble report logs including all network and systems related issues.
Maintain an active account of all help desk actions (status of tickets currently working or closed that day) throughout the country.
Recommends and facilitates quality improvement efforts.
Provides technical knowledge and analysis of highly specialized applications and operational environments, high-level functional systems analysis, design, integration, documentation and implementation advice on exceptionally complex problems that need extensive knowledge of the subject matter for effective implementation.
Participates as needed in all phases of software development with emphasis on the planning, analysis, testing, integration, documentation, and presentation phases.
Works with end user groups to evaluate and solve technical problems.
Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes. (or others as upgraded or determined by MOI/MOD).
Troubleshoots capability problems down to the packet level and determines if all pertinent protocols are traversing the network as intended.
Analyzes MOI/MOD information architecture. Understands MOI/MOD Base and Directorate organizational requirements to configure and maintain organizational taxonomies, site collections, policies, procedures, and solutions.
Help Desk End User Direct Support
Works to install, debug, and maintain necessary code of assigned software.
Performs physical resolution of user issues, as required.
Executes day-to-day support/maintenance activities on the servers and services.
Coordinates with appropriate agency to ensure backups and monitoring is being accomplished.
Coordinates, documents, tests, validates, and deploys new technology, as required.
Provides physical server support as required.
QUALIFICATIONS:
A minimum of 4 years equivalent work experience in a ticketing system development setting and a bachelor’s degree
or a two-year degree and 8 years of additional equivalent work experience,
or 12 years of equivalent work experience.
LOCATION: Afghanistan
TRAVEL: 10% across various locations in Afghanistan.
CLEARANCE: Secret
KEYWORDS: MOI MOD
Required Skills Required Experience
Graduate of an accredited RN School of Nursing.