Operations Support Center (OSC) Shift Operator L2

ManTech International Corporation - Annapolis Junction, MD4.0

Full-timeEstimated: $41,000 - $57,000 a year
Secure our Nation, Ignite your Future

Provides analysis, technical support, and help line support across multiple platforms. Monitors UNIX based servers, IBM, and VAX systems. Diagnoses reported hardware, software, and network problems. Resolves or repairs as possible and contacts additional technical support as necessary. Provides procedural guidance, demonstrates, and provides direction for functions such as backups of UNIX, IBM, VAX, and PC based systems. Continues to improve technical expertise through the identification of new processes technical alternatives to resolve problems and/or general improvements. Performs other duties as assigned. Requires High School diploma or equivalent, and three to four years of related experience.

Program Overview:
It is the responsibility of the Operations Support Center to act as the first point of contact for a critical Homeland Defense contract for all information that pertains to outages, incidents, and maintenance events that affect supported programs. This includes detecting the event, answering trouble calls, attempting to resolve, escalating to other technical subject matter experts and documenting the issues. Successful growth within this functional team directly leads to career progression within this team and/or to other areas of IT support on the program.

The ideal candidate must be able to work the following shift: Add specific shift here. Additionally, the candidate must be able to work one week per quarter on a different shift in order to grow their skills if they are located in Annapolis Junction, MD.

The OSC Shift Operator -Level 1 performs activities related to monitoring, detection, correction, escalation and reporting. This position will routinely perform activities associated with IT customer support, including but not limited to:

Manually upload and process critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations
Proactively monitor, report and document the health and status of the production systems and data flows using commercial and proprietary monitoring tools
Create, analyze and transmit critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity
Create, analyze, route, update and close incident and service request tickets
Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and critical outages, including the creation and transmission of AWS alerts
Provide technical support on mission critical systems during maintenance activities and outages
Create and transmit daily and ad hoc reports
Provide second level troubleshooting of IT and non-IT related issues identified through monitoring tools and system checks
Verify system application execution to ensure mission critical applications are operating within defined parameters
Reset and unlock critical system messages and records
Create, consolidate and post daily shift logs
Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
Conduct onsite facilities checks verifying the integrity of the mission systems
Assist with editing of Standard Operations Procedures and other supporting documentation

Minimum Qualifications:
The following are the minimum qualifications and requirements for this position:

Knowledge of Remedy, especially Incident Management module
Prior experience in customer service or call center environment
Experience initiating and escalating incident tickets and/or problem reporting
Ability to apply critical thinking, analysis and problem solving skills in order to make mission impacting decisions on reported issues
Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues
Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities
Proficient with Microsoft Office applications
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
Act as a team player with strong interpersonal skills
Demonstrate strong oral and written communication skills

Preferred Qualifications:Additionally, the following qualifications are desired:
Knowledge of Linux and Windows Account Management
Knowledge of SolarWinds and Tivoli monitoring
Strong technical knowledge in troubleshooting Windows workstation and custom application problems
Ability to work on individual tasks, as well as team-oriented tasks

Degrees/Years of Experience:
Typically, a Bachelor's degree or equivalent in Computer Science or Information Systems or equivalent experience is needed. Also, the candidate must have the ability to obtain a DoD Secret Clearance and TSA Suitability Access.

Equivalent ExperienceEducation,Bachelors Degree,See Qualifications

Ability to handle stress and work well under pressure,Ability to use MS Office,Ability to use PC,Analytical and Critical Thinking Skills,Interpersonal and People Skills,Listening Skills,MultiTasking Ability,Oral and Written Communication Skills,Organizational Skills
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.

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