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Operations Support Technician

2 months ago

Fort Meade, United States The Mission Essential Group, LLC Full time
Description: The Mission Essential Group, LLC (MEG) is a premier service provider of information management solutions for complex, mission-critical needs. MEG has earned a reputation as an innovator and pioneer. Headquartered in Fairfax, VA, MEG employs professionals in offices located throughout the United States and around the world. MEG offers a competitive benefits package including a competitive salary; medical, dental, vision, life and disability insurance; paid time off; and retirement benefits.
MEG is a leading provider of Information Management system engineering, software development, information assurance, system sustainment and is the primary provider of technical support for the Integrated Broadcast Service (IBS) Enterprise. IBS is the worldwide Department of Defense (DoD) joint program for transporting intelligence, surveillance & reconnaissance (ISR) and targeting data to all levels of tactical and strategic operational users. IBS provides global, 24/7, dissemination of time sensitive Indications & Warning and Force Protection data to Joint Warfighters and Collaborating Nation partners conducting military operations around the world. MEG serves a vital role in supporting the IBS Enterprise, providing continuity in skills crucial to support military operations. MEG integrates the talents and skills of team members to form an IBS Enterprise Support Services Team to provide world-class IBS customer support. MEG provides innovative software tools, technical services, and rapid development of solutions to support end user requirements. As such our systems and products require are high level of quality and configuration management to ensure they meet and/or exceed customer expectations. *24/7 Duty Shift Work required *Support Joint Service and Collaborating Nation global operations 24/7 for IBS users to include daily interaction with customers to resolve system related issues. *Gather information through discussions with customers and system technicians to identify root cause of issues and provide mitigation strategies in accordance with the system standards *Provide support to system users and system troubleshooting for customers, technicians and overall system health *Consult with system technicians and system users for proper programming of system application, and advise/assist the system technicians as the "eyes" of the system *Documentation and analysis of trouble tickets, escalation point to engineers, and ensuring ticket resolution *Provide Health & Status monitoring and reporting of IBS Enterprise to generate system reports and analysis of data to provide detailed diagnosis and solutions to customers regarding information reported *Provide daily analysis of system applications interpreting system health and defining proactive and strategic approach to system maintenance *Perform timely analysis on IBS metrics and provide assessments on system performance and recommendations for IBS system optimization *Gather, consolidate, and report Enterprise Reliability, Maintainability, and Availability (RMA) data *Monitor and report anomalies on the physical, data link, network, and transport layers of IBS Enterprise encompassing local and wide area networks, end-to-end telecommunications and circuit switching systems *Occasional Travel may be required
Qualifications: *Security Clearance: MUST have a minimum of TS/SCI clearance, with a CI Poly *Minimum of 1 (one) year of experience performing help desk support functions *Team / mission success oriented