The IT Facing Service Desk (IFSD) provides 24/7 mission and infrastructure monitoring, notification, administrative support, logging, ticketing and reporting for supported systems.
Specifically, ISP provided and GW GES tools, databases, displays, logs, Standard Operating Procedure (SOP) documents and Knowledge Base (KB) articles are used to identify and validate event data, take SOP/KB specified administrative action, provide ticket based event tracking, and to provide timely notification and routing of issues to support teams as required.
The IFSD also coordinates with the ISP Senior Capabilities Officers (SCO) and Availability Managers for situational awareness and support actions, and with customers and support personnel to provide notification and response to event activity.
In addition, IFSD personnel perform router and switch updates in support of security actions.
Must have appropriate certification in compliance with the requirements of the DoD 8570 Information Assurance Category IAT Level II by 5/31/2020.
(Level SA2's are also welcome to apply.)
Must meet contract level requirements for appropriate position.
In addition, experience in ticket management system like Remedy is a plus.
Unix experience is not required, but is a plus.
• DESIRED QUALIFICATIONS:
*BS or equivalent + 4 yrs related experience
*HDI Problem management certifications
*ITIL V3 certified
*Candidate must be a team player and have the ability to adapt in a dynamic, fast-paced environment
*Must be able to multi-task
*Must possess good communication and customer service skills.
Comprehensive Benefits Package!
Generous Referral Bonus Program!