USA, MARYLAND, Annapolis Junction Full-Time
Security Clearance: None
ManTech is seeking a OSC Shift Operator in Annapolis Junction, MD supporting the Department of Homeland Security (DHS), Transportation Security Administration(TSA). Responsibilities include providing support to the Tier I Service Desk. The Coordinator is the first point of contact responsible for reactively monitoring customer data networks and providing fault isolation, remote troubleshooting and be a team player. Perform a variety of tasks with guidance and supervision. Typically reports to a Team Lead. The successful candidate will support multiple system and networks that operate 24 hours a day 365 days a year. Will act as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel or subject matter expert. Ability to follow standard operation procedures (SOP) and apply SOPs to specific situations. Document and track problem management tickets using assigned ticketing tool. Communicate with different structural groups from customers to upper management. Read, write and follow basic documentation procedures with little to no supervision. Additional responsibilities : Perform routine tasks in the Network Operations Center (NOC). Act as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel and/or carriers. Participate in tracking and prioritization of ticket-handling, including inter-shift turnover. Minimum Qualifications: Experience/education in computer operation, help desk or related area. The ability to prioritize, delegate and escalate event situations appropriately with limited direction. Strong inter-personal, communication and customer service skills. Ability to accept responsibility and meet deadlines. Ability to work 8.5 hours shift on establishes shifts with flexibility if needed. Ability to learn and execute basic Unix commands. Excellent English verbal/written communication skills.
See Qualifications / Requires Bachelors Degree (in Computer Science or related field) or equivalent, and two to four years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems.
LAN/WAN experience is a plus One of the following technical certification are required: ITIL V3, Network +, A+ or Security + certifications. Customer Service or call center experience Tivoli, Netcool or similar tools monitoring experience Experience with ticketing tracking tool
ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies