Today
Secret
Mid Level Career (5+ yrs experience)
$80,000 - $90,000
IT - Support
Quantico, VA (On-Site/Office)
NIGHT SHIFT ROLE
Job Title: TAC Analyst/Service Desk Analyst
(11 Fed Holidays, 2 weeks PTO)
Experience/Education Requirement: Bachelors Degree with at least 3 years of IT experience (this is unfortunately a strict requirement by the customer/contract)
Certs: IAT LVL II (Security+)
Shift: Night Shift (only shift available at the moment)
Top Skills' Details
1-IT Infrastructure TIER I & TIER II Team Management
2-HP Monitoring Tools
3-Client Facing Technical Support
Secondary Skills - Nice to Haves
aws
azure
Job Description
Work within team of Technical Assistance Center professionals to include provide Tier 1 and Tier 2 staff in support of mission critical systems working night shift.
• Process/Respond to Service Requests and Incidents. Manages and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Incident recognition, research, isolation, resolution, and follow-up steps.
• Reviews software, hardware, documentation rollouts to ensure staff has a full understanding of requirements/training prior to deployment.
• Provide data and reporting of KPI’s and trends and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dives and develop strategies for improvement. Work to make the Technical Assistance Center the single source of truth and service delivery channel for customer support. Monitor and manage phone queue (participating in escalated calls as needed).
• Coordinate with the Incident Management Analyst (s) and Operations Manager on incident on Continued Process Improvement of incidents regularly.
• Coordination and communications between the MCEITS Operations processes, personnel and procedures, the EIS Tier II and III support personnel, the EIS Project Management Personnel and potentially direct communications with Sharepoint users, site owners and USMC general officers.
Qualifications:
• Experience in role of Tier I & II support staff in 24/7 environment
• Experience with datacenter monitoring tools (HP preferred)
• Customer focused manager driven to provide customer satisfaction
• Excellent organizational skills
• Innovative in looking for ways to improve Incident resolution and customer service
Work Environment
The primary objective of this position is focused on providing operations and maintenance support for a federal government agency. The project supports multiple mission-critical application systems and their associated IT infrastructure. The scope of work includes systems, network and database administration, 24/7/365 operational monitoring & support, and information security support.
Job Title: TAC Analyst/Service Desk Analyst
(11 Fed Holidays, 2 weeks PTO)
Experience/Education Requirement: Bachelors Degree with at least 3 years of IT experience (this is unfortunately a strict requirement by the customer/contract)
Certs: IAT LVL II (Security+)
Shift: Night Shift (only shift available at the moment)
Top Skills' Details
1-IT Infrastructure TIER I & TIER II Team Management
2-HP Monitoring Tools
3-Client Facing Technical Support
Secondary Skills - Nice to Haves
aws
azure
Job Description
Work within team of Technical Assistance Center professionals to include provide Tier 1 and Tier 2 staff in support of mission critical systems working night shift.
• Process/Respond to Service Requests and Incidents. Manages and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Incident recognition, research, isolation, resolution, and follow-up steps.
• Reviews software, hardware, documentation rollouts to ensure staff has a full understanding of requirements/training prior to deployment.
• Provide data and reporting of KPI’s and trends and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dives and develop strategies for improvement. Work to make the Technical Assistance Center the single source of truth and service delivery channel for customer support. Monitor and manage phone queue (participating in escalated calls as needed).
• Coordinate with the Incident Management Analyst (s) and Operations Manager on incident on Continued Process Improvement of incidents regularly.
• Coordination and communications between the MCEITS Operations processes, personnel and procedures, the EIS Tier II and III support personnel, the EIS Project Management Personnel and potentially direct communications with Sharepoint users, site owners and USMC general officers.
Qualifications:
• Experience in role of Tier I & II support staff in 24/7 environment
• Experience with datacenter monitoring tools (HP preferred)
• Customer focused manager driven to provide customer satisfaction
• Excellent organizational skills
• Innovative in looking for ways to improve Incident resolution and customer service
Work Environment
The primary objective of this position is focused on providing operations and maintenance support for a federal government agency. The project supports multiple mission-critical application systems and their associated IT infrastructure. The scope of work includes systems, network and database administration, 24/7/365 operational monitoring & support, and information security support.
group id: 10105424
Accelerating IT transformation in the public sector
