Yesterday
Top Secret/SCI
Early Career (2+ yrs experience)
$100,000 - $125,000
Full Scope Polygraph
IT - Support
McLean, VA (On-Site/Office)•Chantilly, VA (On-Site/Office)
Position Title - Night Shift IT support
Location - McLean or Chantilly, VA
Type of Contract - FTE
Schedule: 12-hour shift (5:30 PM – 5:30 AM)
Clearance Required: Active Top Secret SCI with Full Scope Poly
The Application Resiliency Cadre (ARC) Team provides 24x7 enterprise Tier 2 support to ensure system stability and rapid incident resolution for critical government applications. As a Night Shift ARC Team Member, you will be responsible for persistent chat monitoring, email management, and incident resolution while ensuring seamless shift-to-shift continuity.
This role requires strong troubleshooting skills, effective communication, and the ability to manage multiple tasks in a high-stakes operational environment. The ideal candidate is dependable and able to maintain a consistent work schedule while providing structured, documented support across shifts.
Responsibilities and Duties:
Persistent Chat Monitoring
Monitor and respond promptly to inquiries in the eCables_Support persistent chat throughout the shift.
Acknowledge and assist users in real-time, ensuring their issues are addressed effectively.
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 the following dashboards and tools:
ESP ServiceNow Incident Queue (Tier 2 support)
Grafana Health Dashboard
Operator Workspace (OW) for 40+ eCables ecosystems
Work and update open INC tickets throughout the shift, ensuring accurate documentation.
Update Work Notes for each ticket to reflect progress and any pending actions.
Incoming shift members will assign tickets to themselves based on priority—tickets are not reassigned at shift change.
Close stale INC tickets after 72 hours if no customer response is received. Notify customers that a new INC must be opened if the issue persists.
Search ESP ServiceNow Knowledge Base for relevant articles and provide them to customers for self-resolution when applicable.
Engage with internal teams and Tier 3 support for escalations when necessary.
eCables_Support Email Management:
Monitor and manage the eCables_Support email inbox throughout the shift.
Review, prioritize, and respond to incoming emails related to eCables support.
Create Outlook rules and filters to organize incoming emails from:
Event Management System Alerts
Contract Team Lead
Staff Leadership
Escalate critical email requests or issues requiring immediate attention.
Ensure unresolved emails are documented for the incoming shift.
Shift Continuity & Handoff Documentation:
Provide a detailed shift handoff report summarizing open incidents, escalations, and pending actions.
Ensure Work Notes are up to date for all open INC tickets.
Update Confluence with status reports, action items, and key shift details as needed.
Verify all documentation is accurate, complete, and accessible for future shifts.
Communicate any unresolved issues clearly to ensure the incoming shift can seamlessly continue operations.
Experience Needed:
Citizenship: Must Be a US Citizen
Existing Clearance Required: Active Top Secret SCI with Poly
Experience in IT operations, incident management, or enterprise support in a 24x7 environment.
Strong troubleshooting and analytical skills to diagnose and resolve issues quickly.
Ability to manage multiple incident queues, dashboards, and communications tools simultaneously.
Excellent verbal and written communication skills, including documentation of:
Persistent chat interactions
Email responses
INC tickets (Work Notes updates)
Shift handoff reports
Proficiency in the following applications:
MS Outlook (rules creation, email filtering, prioritization)
ServiceNow (ESP) for ticket management and knowledge base searches
Dependable to work a consistent work schedule and adhere to shift coverage requirements.
Preferred Skills & Knowledge:
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.
Familiarity with ESP Interactions, ServiceNow workflows, and enterprise ITSM practices.
ITIL certification or similar incident management framework knowledge.
Location - McLean or Chantilly, VA
Type of Contract - FTE
Schedule: 12-hour shift (5:30 PM – 5:30 AM)
Clearance Required: Active Top Secret SCI with Full Scope Poly
The Application Resiliency Cadre (ARC) Team provides 24x7 enterprise Tier 2 support to ensure system stability and rapid incident resolution for critical government applications. As a Night Shift ARC Team Member, you will be responsible for persistent chat monitoring, email management, and incident resolution while ensuring seamless shift-to-shift continuity.
This role requires strong troubleshooting skills, effective communication, and the ability to manage multiple tasks in a high-stakes operational environment. The ideal candidate is dependable and able to maintain a consistent work schedule while providing structured, documented support across shifts.
Responsibilities and Duties:
Persistent Chat Monitoring
Monitor and respond promptly to inquiries in the eCables_Support persistent chat throughout the shift.
Acknowledge and assist users in real-time, ensuring their issues are addressed effectively.
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 the following dashboards and tools:
ESP ServiceNow Incident Queue (Tier 2 support)
Grafana Health Dashboard
Operator Workspace (OW) for 40+ eCables ecosystems
Work and update open INC tickets throughout the shift, ensuring accurate documentation.
Update Work Notes for each ticket to reflect progress and any pending actions.
Incoming shift members will assign tickets to themselves based on priority—tickets are not reassigned at shift change.
Close stale INC tickets after 72 hours if no customer response is received. Notify customers that a new INC must be opened if the issue persists.
Search ESP ServiceNow Knowledge Base for relevant articles and provide them to customers for self-resolution when applicable.
Engage with internal teams and Tier 3 support for escalations when necessary.
eCables_Support Email Management:
Monitor and manage the eCables_Support email inbox throughout the shift.
Review, prioritize, and respond to incoming emails related to eCables support.
Create Outlook rules and filters to organize incoming emails from:
Event Management System Alerts
Contract Team Lead
Staff Leadership
Escalate critical email requests or issues requiring immediate attention.
Ensure unresolved emails are documented for the incoming shift.
Shift Continuity & Handoff Documentation:
Provide a detailed shift handoff report summarizing open incidents, escalations, and pending actions.
Ensure Work Notes are up to date for all open INC tickets.
Update Confluence with status reports, action items, and key shift details as needed.
Verify all documentation is accurate, complete, and accessible for future shifts.
Communicate any unresolved issues clearly to ensure the incoming shift can seamlessly continue operations.
Experience Needed:
Citizenship: Must Be a US Citizen
Existing Clearance Required: Active Top Secret SCI with Poly
Experience in IT operations, incident management, or enterprise support in a 24x7 environment.
Strong troubleshooting and analytical skills to diagnose and resolve issues quickly.
Ability to manage multiple incident queues, dashboards, and communications tools simultaneously.
Excellent verbal and written communication skills, including documentation of:
Persistent chat interactions
Email responses
INC tickets (Work Notes updates)
Shift handoff reports
Proficiency in the following applications:
MS Outlook (rules creation, email filtering, prioritization)
ServiceNow (ESP) for ticket management and knowledge base searches
Dependable to work a consistent work schedule and adhere to shift coverage requirements.
Preferred Skills & Knowledge:
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.
Familiarity with ESP Interactions, ServiceNow workflows, and enterprise ITSM practices.
ITIL certification or similar incident management framework knowledge.
group id: 10290999
