Hybrid EOC Engineer / Admin bei Ignite IT Services

Responsibilities:

• Manage, track, report, process and assign tickets daily.
• Responsible for opening, tracking and closing tickets.
• Perform proactive network and systems monitoring.
• Assist in restoring service when outages occur.
• Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
• Define and classify level, priority and nature of problem, request and/or issue.
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
• Actively manage incident tickets and provide status updates on each ticket per SLA.
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
• Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
• Conduct continuous improvement service desk support and update knowledge base as required.
• Perform systems administration troubleshooting and support.
• Work in shift duties which includes 1st, 2nd, 3rd and swing shift.

Requirements

Requirements:

• At Minimum 0-2 years of IT experience.
• Experience with infrastructure and application support experience using Remedy or other ticketing and incident management systems.
• Familiarity and practical application of advanced principles of ITIL/ITSM.
• Excellent written and communication skills required; excellent customer service aptitude.
• Ability to present to executive management incident debriefs and root cause analysis reports.
• Must be available for on-call support as required.
• Can plan and prioritize work, both their own and that of project team.
• Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to details.
• Comfortable working both individually and as part of a team.
• Prepared to challenge ideas within a group in a constructive way.
• Ability to influence others and move a proposal effort toward a common vision or goal.
• Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.
• Able to present ideas in a variety of ways depending upon audience and context.
• Excellent active listening skills.
• Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel
• Natural inclination for planning strategy and tactics.
• Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented.
• Able to drive things forward regardless of personal interest in the task.
• Willing to work shift duties.
• Must be willing to work on Client Site,
• Must be a U.S. Citizen.
• Must be able to obtain Public Trust clearance.

Nice To Have:

• Experience with Linux Operating Systems.
• Experience with Network and Server monitoring tools.
• Experience supporting federal projects.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance