Network Operations Center Support Analyst with Security Clearance

3 weeks ago


Scott Air Force Base, United States TEKsystems co Allegis Group Full time

RIMARY RESPONSIBILITIES:
This position is responsible for monitoring the entire lifecycle of trouble tickets.
Demonstrates working knowledge of high visibility customer ticket.
Analyze status of tickets and verify next action is clear and concise.
Monitor ticket queue to ensure contract performance goals are met.
Design reports to track and identify trends within the ticketing system.
Utilize report data to identify and correct non-compliant tickets.
Review and validate tickets are following published processes to include templates, notifications, and updating timelines.
Coordinate and assign daily workload to technicians for resolution of incidents.
Complete synopsis of incidents to government when requested.
Collaborate with leads in all functional areas to restore services to customers.
Provide situational awareness updates to both customer and contract leadership for all high visibility issues and tickets.
Be available to the customer to answer any informational requests.
Support Field Service Engineers in accordance with published work instructions and standard operating procedures. Additional Skills & Qualifications
BASIC QUALIFICATIONS:
High School diploma and 1-3 yrs. of related experience.
Currently possess an active Secret security clearance
Able to work in a shift work environment - 24x7 operation.
General understanding of Network Terminologies.
Strong written and verbal communication skills. PREFERRED QUALIFICATIONS:
DoD-8570 IAT Level 2 certification (Security+ CE).
ITIL Foundations certification
1-3 yrs customer service or call center experience

by Jobble



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