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Help Desk Level I and II

Company name
KMM Technologies Inc

Annapolis Junction, MD

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Help Desk Level I and II

KMM Technologies Inc

Annapolis Junction


Job #662740982

Clearance: Must have Secret with the ability to obtain a TSA Suitability (credit is a huge portion of the suitability) candidates cannot start until the TSA Suitability comes in. Shifts: 24/7 center, candidates will work 12 hour shifts on rotating schedules. Must have flexibility to work nights and weekends. Shifts start at 6:30am or 6:30pm. This is a NOC (network operations center). Candidates will not only support tier I and II tickets but will also be responsible for network monitoring and setting up bridge. Interview process: Resume will be reviewed and submitted to PM for review. Once reviewed, we will set up phone interviews that typically last about 20-30 minutes. Second interviews are conducted onsite. Description: The Operations Support Center (OSC) Shift Operator –L2 performs activities related to IT Service Desk Support and systems monitoring. Staffed and supported by rotating shifts to cover a 24x7x365 work schedule. Routinely perform activities associated with IT customer support and systems monitoring, including but not limited to: Proficient in all OSC Shift Operator L1 functions Monitoring, reporting and documenting the health and status of the production system Incident and service request ticket creation, updating and closure Facilitate bridge calls for outages and maintenance windows Create and send AWS alerts as needed Participate in maintenance activities as needed Creation of and transmission of daily and ad hoc reports Next level troubleshooting of IT and non-IT related issues Unlocking Secure Flight and eSecure Flight Records Verify Secure Flight and eSecure Flight Availability Handle Secure Flight User Enrollment Errors CSG TVC machine account unlock and password reset Reset state of SFPD and send unsolicited BPPR message, if requested Update daily shift logs Meeting Service Level Agreements (SLA’s) Assist with editing of Standard Operations Procedures and other supporting documentation Must have skills Knowledgeable with Remedy Incident Management Prior experience in customer service or call center environment Experience initiating and escalating incident tickets and/or problem reporting Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities. 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 Team player with strong interpersonal skills Strong oral and written communication skills Preferred skills Knowledgeable with Linux and Windows Account Management Knowledgeable with 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. Ability to prioritize competing priorities. Ability to work under a cross-matrix management structure.

Updated 05/17/2018

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KMM Technologies Inc

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