Monitoring and Incident Response /Service Desk

Job Title: Monitoring and Incident Response/ Deskside Support

Location: Washington, DC (Remote for now)

Duration: 6 + Months with Contract to fulltime hire

The selected individual will be a member of the Monitoring and Incident Response Team primarily responsible for monitoring our customer’s network and infrastructure and managing communication during incidents. MIRT team members work a 24/7 shift schedule and are the primary point of escalation for any significant service outages or degradations; working closely with government management to coordinate troubleshooting and stakeholder communications.

Schedule: Candidate would be a part of a team supporting a 24/7/365 operation. Candidates may be asked to support weekend and overnight shifts on a part-time basis to supplement the existing team. Please only apply if this schedule works for you, as there is no flexibility on this.

Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer. This process is currently taking 10+ weeks.

Day to day tasks include:

- Handle Tier 1/2 Service Desk escalations through tickets, phone, or Teams.

- Follow up on outstanding requests and ensure timely resolution.

- Support 24/7/365 network and service monitoring activities.

- Work collaboratively with the Network Manager, Network Engineers, 3rd party Network Service Providers, Service Desk, and JMD customer components to provide incident management, and escalate identified issues as appropriate.

- Coordinate and monitor conference bridges for troubleshooting, implementation, and/or maintenance activities; and provide summary and after action reports following close-out.

- Close out tickets once issues are resolved and all necessary actions are completed.

- Perform network monitoring, first-level troubleshooting, reporting, incident management, and escalation as required.

- Develop, maintain, and implement SOPs and other documentation.

- Support Network devices.

- Other duties may be added and/or assigned as needed.

Required Qualifications:

- High School Diploma or equivalent

- 4+ years of applicable work experience

- Ability to obtain and maintain a public trust security clearance

- U.S. Citizen

- Experience supporting Windows 7, Windows 10, and MS Office 2013

- Experience using SNOW (ServiceNow), Remedy or a similar ticketing system

- Strong analytical and follow through skills

- Strong verbal and written communications skills

- Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments

- Ability to work well independently on defined tasks

- Ability to work well as part of a team

Desired Qualifications:

- Previous Service Desk Experience

- Ability to run reports

- Active Public Trust of DOJ clearance

Job Type: Contract

Pay: $30.00 - $40.00 per hour

Expected hours: 40 per week

Work Location: In person