Shift Lead Help Desk Specialist (Job Number:403775)
Description:
SAIC is looking for a Shift Lead Help Desk Specialist in Montgomery, AL.
This position will work as part of the Defense Enterprise Computing Center (DECC) Montgomery, Operations Support Team providing Service Desk support and will perform Event, Incident and Problem Management activities for Air Force and DoD customers.
JOB DESCRIPTIONS: The candidate will proactively monitoring DECC Montgomery systems and services using government provided monitoring tools and resolving customer issues or escalating complex issues to second tier support under the direction and guidance of government leadership. Personnel are responsible for logging and tracking incidents and problem issues in the government provided ticketing system (Currently ITSM) throughout the incident and problem lifecycles and will communicate with affected customers to keep them apprised of restoral status in accordance with approved processes and procedures. Personnel will strictly adhere to government policies and procedures for Change and Configuration Management of government IT infrastructure components and IT Service assets.
NOTE: This opening is for a SWING SHIFT work schedule (1300-2100 or 1400-2200 TBD) exact hours may vary and change. The DECC Montgomery Operations Support Team is responsible for providing 24X7 Service Desk support and as such, personnel will be required to work weekends and some holidays.
Additional Duties of the Shift Lead are as follows:
- Manage shift staffing schedules to ensure that staffing and skill levels are maintained throughout operational hours
- Perform HR activities as needed
- Handle difficult or controversial calls when Service Desk Analyst needs assistance
- Pull metrics and prepare reports
- Produce Phone and Ticket statistics and management reports
- Attend meetings when requested and daily turnover briefings
- Ensure staff are trained and have awareness sessions when needed
- Liaison with senior management, Incident Management, and other areas at the DECC
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Perform briefings at the Service Desk to visitors about the Service Desk processes
- Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
Qualifications:
TYPICAL EDUCATION AND EXPERIENCE: High school diploma or equivalent and 7+ years technical training. Bachelors degree preferred and 3+ years working in a DoD Service Desk, Help Desk, Network Operations Center (NOC) or Global/Theater NetOps Center (GNC/TNC) type of environment.
Required Experience:
- Previous Supervisory experience.
- Must have or be able to obtain IT-1 System Access. (May start on program with interim IT-1 eligibility)
- Must have CompTIA Security + certification that has not expired.
- Must be able to meet DODI 8570.1-M certification requirements within 180 days of start on contract to include: OS/NE/CE certification such as MCP, CCNA, HP Administrator
Desired Experience:
- Windows or Unix/LINUX System Administration experience
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: May 16, 2014, 10:52:51 AM
Primary Location: United States-AL-MAFB GUN ANNX
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: ADP1 / IT1
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time
Description:
SAIC is looking for a Shift Lead Help Desk Specialist in Montgomery, AL.
This position will work as part of the Defense Enterprise Computing Center (DECC) Montgomery, Operations Support Team providing Service Desk support and will perform Event, Incident and Problem Management activities for Air Force and DoD customers.
JOB DESCRIPTIONS: The candidate will proactively monitoring DECC Montgomery systems and services using government provided monitoring tools and resolving customer issues or escalating complex issues to second tier support under the direction and guidance of government leadership. Personnel are responsible for logging and tracking incidents and problem issues in the government provided ticketing system (Currently ITSM) throughout the incident and problem lifecycles and will communicate with affected customers to keep them apprised of restoral status in accordance with approved processes and procedures. Personnel will strictly adhere to government policies and procedures for Change and Configuration Management of government IT infrastructure components and IT Service assets.
NOTE: This opening is for a SWING SHIFT work schedule (1300-2100 or 1400-2200 TBD) exact hours may vary and change. The DECC Montgomery Operations Support Team is responsible for providing 24X7 Service Desk support and as such, personnel will be required to work weekends and some holidays.
Additional Duties of the Shift Lead are as follows:
- Manage shift staffing schedules to ensure that staffing and skill levels are maintained throughout operational hours
- Perform HR activities as needed
- Handle difficult or controversial calls when Service Desk Analyst needs assistance
- Pull metrics and prepare reports
- Produce Phone and Ticket statistics and management reports
- Attend meetings when requested and daily turnover briefings
- Ensure staff are trained and have awareness sessions when needed
- Liaison with senior management, Incident Management, and other areas at the DECC
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Perform briefings at the Service Desk to visitors about the Service Desk processes
- Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
Qualifications:
TYPICAL EDUCATION AND EXPERIENCE: High school diploma or equivalent and 7+ years technical training. Bachelors degree preferred and 3+ years working in a DoD Service Desk, Help Desk, Network Operations Center (NOC) or Global/Theater NetOps Center (GNC/TNC) type of environment.
Required Experience:
- Previous Supervisory experience.
- Must have or be able to obtain IT-1 System Access. (May start on program with interim IT-1 eligibility)
- Must have CompTIA Security + certification that has not expired.
- Must be able to meet DODI 8570.1-M certification requirements within 180 days of start on contract to include: OS/NE/CE certification such as MCP, CCNA, HP Administrator
Desired Experience:
- Windows or Unix/LINUX System Administration experience
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: May 16, 2014, 10:52:51 AM
Primary Location: United States-AL-MAFB GUN ANNX
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: ADP1 / IT1
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time