IZN1415 OSC Shift Operator Level I

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Annapolis Junction, MD
Job Type
Direct Hire
Nov 13, 2017
Job ID

Job Title: Operations Support Center Shift Operator Level I
Location: Annapolis junction, MD.
Clearance: Secret Clearance required
 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.


The OSC Shift Operator -Level 1 performs activities related to IT Service Desk Support. This position is staffed and supported by rotating shifts to cover a 24x7 work schedule.  This position will routinely perform activities associated with IT customer support, including but not limited to:

  • Phone call triage
  • Email triage
  • Incident and service request ticket creation, updating and closure
  • Manual processing of CPO data into the production system
  • Creation of and transmission of daily and ad hoc reports
  • Assist with bridge/conference calls
  • Initial troubleshooting of IT and non-IT related issues
  • Process User Access Requests for all systems
  • Facilities checks
  • Consolidate and post daily shift logs
  • Meeting Service Level Agreements (SLA’s)
  • Assist with editing of Standard Operations Procedures and other supporting documentation
  • Unlocking accounts and/or resetting passwords


  • 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:
  • 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 Requirement:
A Bachelor's degree or equivalent in Computer Science or Information Systems with 1 or more years related professional experience. (Education can be substituted for 5 years of experience).