IZN1011 OSC Shift Operator II

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Location
Annapolis Junction, MD
Job Type
Direct Hire
Date
Nov 16, 2017
Job ID
2542613

OSC Shift Operator II
Location: Annapolis Junction, MD 
Clearance: DoD Secret

Hours: Must be open to shift work -** NEW SHIFTS- We now have 4 shifts (Weekday Days, Weekday Nights, Weekend Days, Weekend Nights). All 4 are 12 hours long. He will have 4 days on and 4 days off one week and the next week he will have 3 days on and 3 days off to equal the 80 hours needed. The hours will be 0630-1830 or 1830-0630.

Overview:
Our great client 
is seeking an Operations Support Center (OSC) Shift Operator –L2 to support a critical Homeland Defense program for our Annapolis Junction office.

Responsibilities:

The Operations Support Center (OSC) Shift Operator –L2 performs activities related to IT Service Desk Support and systems monitoring. This position is staffed and supported by rotating shifts to cover a 24x7x365 work schedule.  This position will routinely perform activities associated with IT customer support and systems monitoring, including but not limited to:

  • Monitoring, reporting and documenting the health and status of the production system
  • Incident and service request ticket creation, updating and closure
  • Facilitate bridge calls for outages and maintenance windows
  • Create and send AWS alerts as needed
  • Participate in maintenance activities as needed
  • Creation of and transmission of daily and ad hoc reports
  • Next level troubleshooting of IT and non-IT related issues
  • Unlocking Records
  • Verify Records
  • Handle Enrollment Errors
  • CSG TVC machine account unlock and password reset
  • Reset state of SFPD and send unsolicited BPPR message, if requested
  • Update daily shift logs
  • Meeting Service Level Agreements (SLA’s)
  • Assist with editing of Standard Operations Procedures and other supporting documentation
Qualifications:
  • Knowledgeable with Remedy Incident Management
  • Prior experience in customer service or call center environment
  • Experience initiating and escalating incident tickets and/or problem reporting
  • Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities.
  • 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
  • Team player with strong interpersonal skills
  • Strong oral and written communication skills
Preferred Qualifications:
  • Knowledgeable with Linux and Windows Account Management
  • Knowledgeable with 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.
  • Ability to prioritize competing priorities.
  • Ability to work under a cross-matrix management structure.
Education/ Certification: 
  • A Bachelor's degree or equivalent in Computer Science or Information Systems with 2 or more years related professional experience. (Education can be substituted for 7 years of experience).