IZN1011 OSC Shift Operator II

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

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.

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.


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
  • 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).