OSC Shift Operator (MOVING TO MAXIMUS)

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Job description

This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)

Because an active or interim DoD clearance is required, U.S. Citizenship is required

TEKsystems is looking for an IT technician with some ticketing and windows service desk experience to support a mission critical program. Candidates must have an active secret clearance, be able to work any shift, and be able to obtain a TSA clearance.

Description:

Responsibilities include, but are not limited to:

• It is the responsibility of the Operations Support Center to act as the first point of contact for a critical Homeland Defense contract for all information that pertains to outages, incidents, and maintenance events that affect supported programs. This includes detecting the event, answering trouble calls, attempting to resolve, escalating to other technical subject matter experts and documenting the issues. Successful growth within this functional team directly leads to career progression within this team and/or to other areas of IT support on the program. The Operations Support Center is open 24/7/365.
• Manually upload and process critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations
• Proactively monitor, report and document the health and status of the production systems and data flows using commercial and proprietary monitoring tools
• Create, analyze and transmit critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity
• Create, analyze, route, update and close incident and service request tickets
• Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and critical outages, including the creation and transmission of AWS alerts
• Provide technical support on mission critical systems during maintenance activities and outages
• Create and transmit daily and ad hoc reports
• Provide second level troubleshooting of IT and non-IT related issues identified through monitoring tools and system checks
• Verify system application execution to ensure mission critical applications are operating within defined parameters
• Reset and unlock critical system messages and records
• Create, consolidate, and post daily shift logs
• Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
• Conduct onsite facilities checks verifying the integrity of the mission systems
• Assist with editing of Standard Operations Procedures and other supporting documentation

Basic Qualifications:

• Must be able to work ALL shifts: 12-hour shifts. 36 hours one week. 44 hours the next week. Day shifts and night shifts. Rotate shifts approximately every 6 months. The Operations Support Center is open 24/7/365.
• Knowledge of Remedy, especially Incident Management module
• Prior experience in customer service or call center environment
• Experience initiating and escalating incident tickets and/or problem reporting
• Ability to apply critical thinking, analysis, and problem-solving skills in order to make mission impacting decisions on reported issues
• Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues
• Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities
• Proficient with Microsoft Office applications
• Ability to communicate and coordinate with various customers and stakeholders on a variety of issues
• Ability to assist with maintaining documentation reflecting the current operational environment
• Act as a team player with strong interpersonal skills
• Demonstrate strong oral and written communication skills
• Typically, a Bachelor's degree or equivalent in Computer Science or Information Systems or equivalent experience is needed.

Preferred Qualifications:

• Knowledge of Linux and Windows Account Management
• Knowledge of SolarWinds and Tivoli monitoring
• Strong technical knowledge in troubleshooting Windows workstation and custom application problems
• Ability to work on individual tasks, as well as team-oriented tasks

Security Clearance Requirements:

• Active DOD Secret clearance and ability to obtain agency suitability clearance

Top Skills Details:

monitor, troubleshooting, windows, remedy, helpdesk, help desk, remedy, troubleshooting, windows, monitoring tools

Additional Skills & Qualifications:

• Program Overview: It is the responsibility of the Operations Support Center to act as the first point of contact for a critical Homeland Defense contract for all information that pertains to outages, incidents, and maintenance events that affect support

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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