Help Desk Specialist Senior

Mantech International Corporation Colorado Springs , CO 80928

Posted 2 weeks ago

ManTech is seeking an Operations Support Center (OSC) Shift OperatorL3 to support a critical Federal program for our Colorado Springs office/Annapolis Junction Office.

Responsibilities:

The Operations Support Center (OSC) Shift Operator -Level 3 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:

Proficient in all OSC Shift Operator L1 & L2 functions

Manually uploading and processing higher level critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations

Creation, analysis, escalation and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity

Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and multi-system/service outages

Provide advanced technical support on mission critical systems during maintenance actives and outages, including decision to implement failover functions when needed

Proactive monitoring of the health of the systems and data flow using commercial and proprietary monitoring tools with the ability to make critical decisions based in information provided by the tool

Third level phone and email call triage requiring the ability to understand and respond to customer requirements

Incident and service request ticket analysis and tracking, including decisions to escalate issues as needed

Verify system application execution to ensure mission critical applications are operating as expected

Advanced troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks

Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords

Onsite facilities checks verifying the integrity of the mission systems

Create, consolidate and post daily shift logs

Perform system optimization and troubleshooting functions, such as synchronization checks, record deletions, replaying messages and other data control functions

Facilitate and lead emergency action procedures for the team

The Shift Lead is the point of contact for issues that are impacting the operations of the OSC. The Shift Lead will escalate to the on-duty GWO, contractor OSC Deputy Managers and/or OSC Section Chief, as appropriate

The Shift Lead will maintain normal operations of the OSC, including daily activities such as walkthroughs, runbook updates, routine email and monitoring (SolarWinds, Tivoli, Netcool, Orion, XYMon, etc.)

The Shift Lead will support government GWO's with responsibilities as it pertains to lesser impacting issues to include (but not limited to) service disruptions outside the scope of DHS (i.e. internal

service disruptions on the AO end)

The Shift Lead will support all maintenance activity bridge calls, unless a higher precedence issue is taking place

The Shift Lead will recommend changes to SOPs and provide documentation to OSC management who will coordinate changes with the GWOs

The Shift Lead will ensure all shift turnover reporting is complete and conduct shift change in accordance with the shift change over SOP

Shift Leads will participate in GWO shift turnovers (to include an event summary) with the incoming GWO and Shift Lead, and signoff upon completion (both the receiving and sending GWO)

The Shift Lead will ensure all runbook updates have been completed

Upon approval from O&M leads and Section Chiefs, Contractor Shift Leads are allowed to clear Netcool Alerts

The Shift Lead will maintain status of SEV1 and SEV2 emails and times for required updates including contacting O&M lead in a timely manner

The Shift Lead is responsible for the tasking of all personnel on their shift. Any personnel issue will be escalated to the contractor OSC Deputy Manager or OSC

Manager

The Shift Lead is responsible to ensure proper coverage for their shifts and notify contractor management of any coverage issues

The Shift Lead is responsible to ensure all personnel on their shifts receive the appropriate training. Any issues with training will be escalated to the contractor OSC Deputy Manager or OSC Manager

The Shift Lead is responsible to ensure operators complete all data loads in a timely fashion

The Shift Lead will identify, monitor and follow-up on any OSC equipment issues that impact mission availability

The Shift Lead will be capable of creating and briefing the SMO Daily Operations Briefing

The Shift Lead will be capable of creating and briefing the TIM Weekly Customer Meeting

Create and edit Standard Operations Procedures and other supporting documentation reflecting the current operationalenvironment

Qualifications Requires Bachelor's degree (in Computer Science or related field) or equivalent, and five to seven years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems. Degrees See Qualifications Years of Experience See Qualifications Position Type Full-Time Shift Rotating Overview ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world.

We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies.

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ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Waretime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies.

ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accomodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accomodation please click careers@mantech.com and provide your name and contact information.
2010 ManTech International Corporation. All Rights Reserved.

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Help Desk Specialist Senior

Mantech International Corporation