EMOC Duty Manager (SRF 3056)

Primary Location

Stennis Space Center , MS

United States

Job Requisition

RQ22242

Category

Information Technology

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Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. CSRA plays a key role in the Department's IT integration strategy through its Data Center-1 program. CSRA's DC-1 program is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement.

We are seeking an EMOC Duty Manager. This person will

Essential Job Functions

* Installs, investigates and resolves routine matters with computer software and hardware equipment.

* Shift supervisor for a Department of Homeland Security 24/7 help desk.

* Oversees event data monitoring tools to track system trends and escalate active incidents.

* Manages and coordinates daily team tasks, ensuring they efficiently adhere to available knowledge articles, core processes, and procedures.

* Accountable to ensure SLA's are met, customer service is exceeded and help desk personnel are aware of any new direction(s).

* Direct point of contact to engage Event Coordination teams.

* Required to work quickly and efficiently in a fast-paced, demanding environment.

* Liaison between the help desk personnel and Management.

* Assists System Administrators by providing ICCB approval as needed to implement needed changes.

* Provides coaching and development assistance as needed to correct any personnel training deficiencies.

* Provides smart hands support as needed, by testing, troubleshooting, installing, and repairing systems to ensure reliable function.

* Maintains end-user computer systems, installing images and software as required.

* Follows knowledge articles, operating processes, and procedures while maintaining record of work within the help desk ticketing system.

* Acts as a customer liaison on routine technical and service problems to ensure that customer needs are met with the end goal of one-call resolution.

* Analyzes, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs.

* Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous resolution efforts are taking place in a timely manner.

Basic Qualifications

* Some college or greater

* Two or more years of technical support experience

* Experience working with products and operating systems

* Experience working with computer-related technical problems

* Experience working with computer hardware for installation and upgrades

* Experience working with software installation/upgrading and system maintenance procedures

* Excellent written and oral communication skills

* Analytical and problem-solving skills to troubleshoot systems problems

Other Qualifications

* Experience working with an escalation policy

* Strong Customer Service skills

* Ability to Multitask within a fast-paced environment

* Basic personnel trainer skills

* Good organizational skills to balance and prioritize work

* Ability to work independently and as part of a team

* Experience with monitoring/maintaining/securing network, operating systems, and applications

* Experience with incident response and handling

* Security+, Network+, Certified Ethical Hacker(CEH), MCP and/or other relevant security/OS/network certifications

* Experience with Department of Homeland Security(or other Federal agency) policies/procedures

* ITIL Certified - Knowledge of Service Now - Knowledge of ScienceLogic Atlas

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Post date: June 13, 2018

Location - Thoroughfare (i.e. Street address):

Stennis Space Center , MS

United States

Location - Thoroughfare (i.e. Street address):

EMOC Duty Manager (SRF 3056)

CSRA

June 13, 2018

Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. CSRA plays a key role in the Department's IT integration strategy through its Data Center-1 program. CSRA's DC-1 program is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement.

We are seeking an EMOC Duty Manager. This person will

Essential Job Functions

* Installs, investigates and resolves routine matters with computer software and hardware equipment.

* Shift supervisor for a Department of Homeland Security 24/7 help desk.

* Oversees event data monitoring tools to track system trends and escalate active incidents.

* Manages and coordinates daily team tasks, ensuring they efficiently adhere to available knowledge articles, core processes, and procedures.

* Accountable to ensure SLA's are met, customer service is exceeded and help desk personnel are aware of any new direction(s).

* Direct point of contact to engage Event Coordination teams.

* Required to work quickly and efficiently in a fast-paced, demanding environment.

* Liaison between the help desk personnel and Management.

* Assists System Administrators by providing ICCB approval as needed to implement needed changes.

* Provides coaching and development assistance as needed to correct any personnel training deficiencies.

* Provides smart hands support as needed, by testing, troubleshooting, installing, and repairing systems to ensure reliable function.

* Maintains end-user computer systems, installing images and software as required.

* Follows knowledge articles, operating processes, and procedures while maintaining record of work within the help desk ticketing system.

* Acts as a customer liaison on routine technical and service problems to ensure that customer needs are met with the end goal of one-call resolution.

* Analyzes, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs.

* Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous resolution efforts are taking place in a timely manner.

Basic Qualifications

* Some college or greater

* Two or more years of technical support experience

* Experience working with products and operating systems

* Experience working with computer-related technical problems

* Experience working with computer hardware for installation and upgrades

* Experience working with software installation/upgrading and system maintenance procedures

* Excellent written and oral communication skills

* Analytical and problem-solving skills to troubleshoot systems problems

Other Qualifications

* Experience working with an escalation policy

* Strong Customer Service skills

* Ability to Multitask within a fast-paced environment

* Basic personnel trainer skills

* Good organizational skills to balance and prioritize work

* Ability to work independently and as part of a team

* Experience with monitoring/maintaining/securing network, operating systems, and applications

* Experience with incident response and handling

* Security+, Network+, Certified Ethical Hacker(CEH), MCP and/or other relevant security/OS/network certifications

* Experience with Department of Homeland Security(or other Federal agency) policies/procedures

* ITIL Certified - Knowledge of Service Now - Knowledge of ScienceLogic Atlas

Stennis Space Center , MS

United States

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