Feb 19
Top Secret/SCI
$125,000
Full Scope Polygraph
IT - Support
Mc Lean, VA•Chantilly, VA
Night Shift IT Support
McLean or Chantilly
Up to $125,000
TS/SCI with Full-Scope Polygraph
The night shift support team provides 24x7 enterprise Tier 2 support, ensuring system stability and rapid incident resolution for critical government applications. This role demands strong troubleshooting skills, effective communication, and the ability to manage multiple tasks in a high-stakes operational environment. The ideal candidate is reliable and capable of maintaining a consistent work schedule while delivering structured, documented support across shifts.
RESPONSIBILITIES:
• Persistent Chat Monitoring:
◦ Monitor and respond promptly to inquiries in the eCables_Support persistent chat throughout the shift.
◦ Provide real-time assistance and escalate critical issues to Tier 3 support when necessary.
◦ Document chat interactions in the appropriate systems to maintain visibility and continuity.
• Incident Management:
◦ Monitor and manage key dashboards and tools, including:
▪ ESP ServiceNow Incident Queue (Tier 2 support)
▪ Grafana Health Dashboard
▪ Operator Workspace (OW) for 40+ eCables ecosystems
◦ Work on and update open INC tickets throughout the shift, ensuring accurate documentation.
◦ Maintain up-to-date Work Notes for each ticket, reflecting progress and pending actions.
◦ Assign tickets based on priority rather than shift change, ensuring seamless transition.
◦ Close stale INC tickets after 72 hours if no customer response is received and inform customers they must open a new INC if the issue persists.
◦ Utilize the ESP ServiceNow Knowledge Base to provide customers with self-resolution resources when applicable.
◦ Engage with internal teams and Tier 3 support for escalations as needed.
• eCables_Support Email Management:
◦ Monitor and manage the eCables_Support email inbox throughout the shift.
◦ Review, prioritize, and respond to emails related to eCables support.
◦ Create Outlook rules and filters to organize emails from:
◦ Event Management System Alerts
◦ Contract Team Lead
◦ Staff Leadership
◦ Escalate critical email requests or issues requiring immediate attention.
◦ Document unresolved emails for the incoming shift to ensure continuity.
• Shift Continuity & Handoff Documentation:
◦ Provide a detailed shift handoff report summarizing open incidents, escalations, and pending actions.
◦ Ensure Work Notes are updated for all open INC tickets.
◦ Maintain Confluence records with status reports, action items, and key shift details.
◦ Verify that all documentation is accurate, complete, and accessible for future shifts.
◦ Communicate unresolved issues clearly to ensure seamless operations for the incoming shift.
QUALIFICATIONS:
• Citizenship: Must be a U.S. Citizen.
• Security Clearance: Active Top Secret/SCI with Full-Scope Polygraph.
• Experience: IT operations, incident management, or enterprise support in a 24x7 environment.
• Technical Skills: Strong troubleshooting and analytical skills for rapid issue resolution.
• Multitasking Abilities: Ability to manage multiple incident queues, dashboards, and communication tools.
• Communication Skills: Excellent verbal and written communication, including documentation of:
◦ Persistent chat interactions
◦ Email responses
◦ INC ticket updates (Work Notes)
◦ Shift handoff reports
• Proficiency in:
◦ MS Outlook (rules creation, email filtering, prioritization)
◦ ServiceNow (ESP) for ticket management and knowledge base searches
• Reliability: Dependable to maintain a consistent work schedule and adhere to shift coverage requirements.
• Familiarity with JIRA for task tracking and workflow management.
• Experience with Confluence for maintaining status reports and action items.
• Prior experience with eCables, EMS ecosystems, and enterprise monitoring tools.
• Knowledge of ESP Interactions, ServiceNow workflows, and enterprise ITSM practices.
• ITIL certification or similar incident management framework knowledge.
Benefits:
• Medical, Dental, and Vision Insurance
• Health Savings Account
• 20 days of PTO with 11 Federal Holidays
• 401K Match
• Tuition Assistance
McLean or Chantilly
Up to $125,000
TS/SCI with Full-Scope Polygraph
The night shift support team provides 24x7 enterprise Tier 2 support, ensuring system stability and rapid incident resolution for critical government applications. This role demands strong troubleshooting skills, effective communication, and the ability to manage multiple tasks in a high-stakes operational environment. The ideal candidate is reliable and capable of maintaining a consistent work schedule while delivering structured, documented support across shifts.
RESPONSIBILITIES:
• Persistent Chat Monitoring:
◦ Monitor and respond promptly to inquiries in the eCables_Support persistent chat throughout the shift.
◦ Provide real-time assistance and escalate critical issues to Tier 3 support when necessary.
◦ Document chat interactions in the appropriate systems to maintain visibility and continuity.
• Incident Management:
◦ Monitor and manage key dashboards and tools, including:
▪ ESP ServiceNow Incident Queue (Tier 2 support)
▪ Grafana Health Dashboard
▪ Operator Workspace (OW) for 40+ eCables ecosystems
◦ Work on and update open INC tickets throughout the shift, ensuring accurate documentation.
◦ Maintain up-to-date Work Notes for each ticket, reflecting progress and pending actions.
◦ Assign tickets based on priority rather than shift change, ensuring seamless transition.
◦ Close stale INC tickets after 72 hours if no customer response is received and inform customers they must open a new INC if the issue persists.
◦ Utilize the ESP ServiceNow Knowledge Base to provide customers with self-resolution resources when applicable.
◦ Engage with internal teams and Tier 3 support for escalations as needed.
• eCables_Support Email Management:
◦ Monitor and manage the eCables_Support email inbox throughout the shift.
◦ Review, prioritize, and respond to emails related to eCables support.
◦ Create Outlook rules and filters to organize emails from:
◦ Event Management System Alerts
◦ Contract Team Lead
◦ Staff Leadership
◦ Escalate critical email requests or issues requiring immediate attention.
◦ Document unresolved emails for the incoming shift to ensure continuity.
• Shift Continuity & Handoff Documentation:
◦ Provide a detailed shift handoff report summarizing open incidents, escalations, and pending actions.
◦ Ensure Work Notes are updated for all open INC tickets.
◦ Maintain Confluence records with status reports, action items, and key shift details.
◦ Verify that all documentation is accurate, complete, and accessible for future shifts.
◦ Communicate unresolved issues clearly to ensure seamless operations for the incoming shift.
QUALIFICATIONS:
• Citizenship: Must be a U.S. Citizen.
• Security Clearance: Active Top Secret/SCI with Full-Scope Polygraph.
• Experience: IT operations, incident management, or enterprise support in a 24x7 environment.
• Technical Skills: Strong troubleshooting and analytical skills for rapid issue resolution.
• Multitasking Abilities: Ability to manage multiple incident queues, dashboards, and communication tools.
• Communication Skills: Excellent verbal and written communication, including documentation of:
◦ Persistent chat interactions
◦ Email responses
◦ INC ticket updates (Work Notes)
◦ Shift handoff reports
• Proficiency in:
◦ MS Outlook (rules creation, email filtering, prioritization)
◦ ServiceNow (ESP) for ticket management and knowledge base searches
• Reliability: Dependable to maintain a consistent work schedule and adhere to shift coverage requirements.
• Familiarity with JIRA for task tracking and workflow management.
• Experience with Confluence for maintaining status reports and action items.
• Prior experience with eCables, EMS ecosystems, and enterprise monitoring tools.
• Knowledge of ESP Interactions, ServiceNow workflows, and enterprise ITSM practices.
• ITIL certification or similar incident management framework knowledge.
Benefits:
• Medical, Dental, and Vision Insurance
• Health Savings Account
• 20 days of PTO with 11 Federal Holidays
• 401K Match
• Tuition Assistance
group id: 91140723
