Armtec Defense Technologies (Armtec) is an operating unit of the Transdigm Group (NYSE: TDG), an industry leader in aerospace and defense products and services. Armtec is comprised of three business units producing subcomponents for ordnance in Coachella, CA; decoy countermeasure Flares in Camden AR; and radar countermeasure chaff in Lillington NC. At Armtec, we welcome skilled and enthusiastic people who share our determination and high standards to join us in our mission-critical work supporting the US and allied warfighters who serve us all by defending democracy and protecting freedom. This position is staffed in Camden, AR., at Armtec’s world-class facility for decoy countermeasure Flares. 

Company Profile

Company: Armtec Defense Technologies is an operating unit of the TransDigm Group (NYSE:TDG

Industry: Manufacturing Combustible Ordnance and Countermeasures

Job Overview for Systems Administrator, ISSM, AFSO 

Job Family: Information Technology (IT)

Reports to: Director of IT, with a dotted line to ARO Security Manager/FSO

Works with: All Departments and vendors departments as required.

Location: Camden, Arkansas USA

Type: Full Time

Job Summary

• Be fully conversant in the Service Desk function and associated processes.
• Monitor IT ticket queues and provide timely response to tickets in the Service Desk system.
• To be comfortable working with employees, agents, and suppliers at all levels
• Be competent in the identification and resolution of issues with hardware, software, peripherals, mobile devices and other supported systems and services.
• Providing 1^st and 2^nd level response to users and escalate unresolved issues promptly.
• Provide ad-hoc training and education to users.
• Creation and maintenance of Knowledge Base articles.
• Accurately record ticket resolutions.
• Recording and validation of ticket data to ensure that it is accurate and correctly defined.
• Maintaining contact with customers throughout the ticket life cycle.
• To support and mentor 1^st level support teams.
• Notify Service Desk management team of any issues with the operational process.

• To identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
• Supporting the organizational vision and mission.
• To promote the use of standards across the Enterprise.
• To promote the use of change management and configuration control to maintain the integrity of the service operation.
• Ensuring that governance and legislative controls are applied correctly and properly within the region.
• Ensure infrastructure operability at Armtec ARO, including uptime of servers, switches, and communication infrastructure.

Primary Responsibilities

• Support the Service Desk function to minimize user and system outages.
• Ensure that tickets are managed and prioritised in an orderly manner.
• Ensure tickets are resolved within defined SLA’s, escalating exceptions to Service Desk Managers
• Supporting the Director of IT in on-going developments of the Service Desk and support function.

• Promotion of the Service Desk support tools and services and support
• Supporting the development and release of Service Desk enhancements.
• Supporting regional Service Desk teams for the on-boarding of acquisitions.
• Deploy new hardware to support the infrastructure of the company as needed.

• Be the escalation point of contact for the Service Desk at Armtec ARO.
• Triage of tickets and maintain customer contact as appropriate through ticket lifecycle.
• Ensure all contact with the Service Desk is recorded accurately throughout the lifecycle of tickets.
• Support the Service Desk team to ensure tools and processes are effective.
• Highlight service deficiencies and improvements to the appropriate operational team in a timely and effective manner.
• Proactive approach to service improvement, removing unnecessary repetition.

• Developing, maintaining, and overseeing the system security program and policies to ensure Armtec is compliant with all USG requirements. 
• Perform required auditing of information system(s) in accordance with NISPOM/DAGG, including eMASS activities, review of logs and remediate any findings produced by RMF, PowerStrux, Nessus, etc.
• Manage protective or corrective measures when a cybersecurity incident or vulnerability is discovered. Track audit findings and recommendations to ensure appropriate mitigation actions are taken.
• Managing, maintaining, and executing the continuous monitoring strategy; Perform weekly required CONMON (Continuous Monitoring) on classified system(s).
• Manage information system user access, training, etc.
• Perform monthly required updates on classified system(s).
• Ability to write and effectively implement/manage Access Control Plan/Policy for classified system(s).
• Understanding and ability to manage system descriptions, control implementation language, risk assessments, control assessment procedures, and Plans of Action and Milestones (POA&Ms).
• Obtain and maintain a NISP Enterprise Mission Assurance Support Service (eMASS) account to effectively manage systems under the cognizance of the DCSA.
• Communicate and work with DCSA ISSP for plan reviews to include the on-site assessment to identify/address any potential updates or changes to the security plan to mitigate risks.
• Oversee the activities of the ISSO, as required.

• Support ARO Patrol Guards, as required (24/7).
• Support Post 1 Calls (Visitor/Contractor/Employee entry), as required (24/7).
• Support control of building access points, locks/hasps, and keys, as required.
• Support training and compliance of security policies/procedures, including OPSEC, AA&E, COI, ATF, Insider Threat Program, and others as required.
• Support processing of classified visit requests, and other duties, in DISS/NBIS (Government System), as required.
• STEPP Training – IS030.CU: FSO Program Management for Possessing Facilities (~38.5 hours)
• Meet DoD Central Office of Record (COR) user access and training requirements.
• Support government required audits.

• 3-5 years of experience developing services or service desk solutions.
• Security Clearance Required to fulfil ISSM and AFSO duties.
• Understanding of service and application delivery.
• Experience working within a matrix team.
• ITIL Foundation.
• ITIL Capability or working towards the qualification.
• Hands-on experience in troubleshooting hardware, software, network, and communication services.
• Highly customer focused with the ability to develop solid relationships at all levels within the organisation.
• Proven technical, analytical, and problem-solving abilities.
• Highly self-motivated and directed.
• Experience working both independently and, in a team-oriented, collaborative environment.
• Knowledge of utilising process-driven techniques (e.g., CSI, Lean) to achieve positive change in the business environment.
• Excellent written and verbal communication skills, including formal presentations and working effectively with peers.
• Advocate of standards and process improvement.
• Operate with a methodical and patient approach when working multiple projects or tasks concurrently.
• Ability to work under pressure with minimal supervision.
• Able to travel nationally or internationally where required, for the purpose of meeting with vendors, suppliers, service providers, offsite contractors, or other Armtec locations.

Education/Previous Experience Requirement

• Associate degree with 4 years’ experience or equivalent education and experience in related field.
• MS Office Skills (Excel & Word) required.
• Experience working with an ERP system in a manufacturing environment preferred.
• Must be US Person

Work Hours

4/10 workweek

Working Conditions

• Reactive when required to resolving issues either by telephone or by working alongside users and suppliers.
• Some out of hours working may be required.
• Multi-national, multi-cultural team environment.
• Effective communicator at all levels.
• Excellent written and oral communication

To Apply

Please apply online on the Armtec Career Website, www.armtecdefense.com  

Equal Opportunity Employer M/F/Disability/Protected Vet