This position is for a 12 hour shift (6PM to 6AM, 3/4 days per week, including weekends and holidays). This position will provide technical support to mission-targeted infrastructures. Responsibilities include the operations and maintenance (O&M) of telephone systems, network architectures (both LAN and WAN), and customer specific applications. Candidates are expected to perform systems analysis by use of log files and system output to determine where and why failures happen. They assist in the development and enhancement of monitoring tools. They create/design standard operating procedures, processes and customized screen views. The position requires frequently adapting O&M processes to support new system features/capabilities to reduce the impact of negative events, and coordinating with both senior customer leadership and system technical staff to ensure the resolution of abnormal system performance.
Candidate will provide Tier 1 troubleshooting and problem solving using on-the-job experience, documentation (SOPs), knowledge bases, and deployed network and IT management tools. Candidate will serve as liaison between the end users / customers and Sr. technical staff if problems are escalated. In addition to service desk related work activities, the candidate may be requested to process routine customer work orders (adding routes, adding system accounts, etc.).
• Bachelor's degree or equivalent experience. Additional experience in lieu of degree.
8+ years' experience working in a technical environment.