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Operations Center Specialist - Help Desk II in Columbia, MD at ManTech

Date Posted: 6/10/2018

Job Snapshot

Job Description

Group:


MCIS

Clearance Level Needed:


TS/SCI

Shift:


Rotating

Category:


Networks & Telecommunication Services




Description:


As part of a 24x7 Operations staff, perform the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refers issues to Tier 3 staff for resolution as required, track and monitor response/resolution time, and verifies user acceptance.

Responsibilities include:

  1. Acknowledging events received from the Enterprise Management Tools
  2. Opening incidents relating to received events
  3. Troubleshooting based on defined procedures to resolve the event
  4. Recommending updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes

Required Skills, Experience, and Education: Three (3) years of experience with a Bachelor&s Degree in a Business, Technical or Math related field. Five (5) years with an Associate&s Degree or seven (7) years& experience may be substituted for the Bachelor&s Degree. Must have experience working with customer technology and support requirements.

  1. Experience working with SLAs
  2. Strong time management and communication skills
  3. Strong interpersonal and presentation skills
  4. Strong troubleshooting and technical skills in networking and desktop support.
  5. Experience with enterprise management monitoring tools such as HP Open view, Solar winds, or Splunk required
  6. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

Required Clearance: Candidate must have a TS/SCI polygraph clearance

Desired: ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA), or similar certification desired

Must be willing to work shift. They are as follows:

  • Day 1: Sun-Thurs, 0600-1430
  • Day 2: Tues-Sat, 0600-1430
  • Swing 1: Sun-Thurs, 1400-2230
  • Swing 2: Tues-Sat, 1400-2230
  • Night 1: Sun-Thurs, 2200-0630
  • Night 2: Tues-Sat, 2200-0630

Job Requirements

Requires Bachelor's degree (in Computer Science, Math or Engineering) or equivalent, and two to four years of related experience.