Service Desk Watch Officer

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IC-CAP LLC is a Woman Owned / HUBZone Small Business working in the Department of Defense and Intelligence Community.  We are always looking for highly talented, energetic, and dynamic professionals that are interested in protecting the defense of our nation.  

 

Some of the positions are future positions.  Please look at the opening line of the job description to determine if this is an open or future position.  

We are looking to fill this position at the following location(s):

    Colorado Springs, CO

Job Description

Service Desk Watch Officer:




Position Description



Provide support to the Enterprise Watch Command Center to ensure monitoring, tracking, and documenting of Severity Level incidents and escalation  of incidents affecting critical business functions.




Schedule:


  • Flexibility necessary

  • PANAMA Shift - 6:00 am - 6:00 pm with 2 days on, 2 days off, 3 days on, 2 days off, 2 days on, 3 days off

  • Training is up to eight weeks on the DAY shift




Level 3:


  • Skills and Task - Exceptionally Complex: Researches and evaluates new concepts and processes to improve performance. Analyzes cross-functional problem sets, identifies root causes and resolves issues. Assists more junior level technicians, specialists, and managers in their activities. Can perform all tasks of lower level technicians, specialists, and/or managers.

  • Individual Work/Teamwork: Works individually, actively participates on integrated teams, and may also lead a task, project or team. Oversees and monitors performance, and when required, takes steps to resolve issues. 

  • Guidance: Directs multiple teams through to project completion. Provides guidance and direction to lower level technicians, specialists, and managers.




Essential Job Functions


  • Monitor and track service impacting changes in the enterprise infrastructure. 

  • Work with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential  impact to the enterprise

  • Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools 

  • Assist with the development and maintenance of standard operation monitoring procedures 

  • Assist with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, documenting a timeline of events) 

  • Preparing, updating, and reporting Situational Awareness to the PMO and Client Liaisons

  • Monitor planned and unplanned service impacting changes 

  • Assist with preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those  outages

  • Assist with SharePoint Outage Tracker entries and updates 

  • Assist with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources 

  • Archiving of Daily Operations Report and Shift Change Log (Day Shift) 

  • Perform trend analysis reports as requested 

  • Check on the status of Critical Site Tickets and close if possible 

  • Check on the status of Prolonged/Multiple Transfers of Tickets and close if possible 

  • Performs Tier 1 vetting and triage of incident tickets to facilitate accurate and effective outage handling procedures and resolution.




Qualifications:


  • Hold an ITIL and/or technical certification

  • Technical background and strong IT skills/knowledge in networking, exchange, or desktop support

  • Strong understanding of ITIL concepts

  • Proficient in word processing, spreadsheets, and desktop applications

  • Strong communication and interpersonal skills

  • Strong logic and analytical skills

  • Strong customer service skills and experience

  • Excellent oral and written communication skills

  • Proven ability to multi-task, prioritize, and maintain attention to detail in a fast-paced environment

  • Basic knowledge of ServiceNow, Windows Desktops, or other IT Service Management System

  • Security+ or other technical certification to meet 8570 IAT II compliance required.




Education and Experience:


  • High School Diploma + 10 years

  • Associate's Degree + 8 years

  • Bachelor's Degree + 4 years

  • Master's Degree + 2 years




Training and Certifications:


  • IAT Level 2




Security Clearance:


  • TS SCI CI poly



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