Job Description

Security Clearance Requirement

Public Trust / EOD / NACI

Education Requirements

Bachelor's Degree (or) Associate's degree in the technology field and 2 years' experience in a similar position or a bachelor's degree in computer science field.

Required Years of Experience

Seven (7) years of progressive IT experience including at least five projects in related technical areas and at least 4 years' experience in data center support related field.

Required Certifications

Requires ITIL Foundations V3 certification within 90 days of hire

Position Overview Summary

Wits Solutions Inc. (WITS) is an SBA certified 8(a) company with headquarters in the metropolitan Washington D.C. area. WITS has been providing best-in-class solutions in professional IT and administrative consulting to various Federal, State, Local and commercial customers.

At WITS, we believe in working not for our clients but with them. This is why right from the beginning our analysts and solution-builders work closely with our clients to ensure that the project outcomes continue to deliver value long into the future.

Wits Solutions is looking for a Senior Network Operations Center Analyst 1 to join our team supporting our government customer support requirements.

Responsibilities

• Provides expertise and guidance on ticket management operations.
• Functions as the lead individual on the quality assurance program.
• Looks for, researches and provides process improvement initiatives.
• Provide Tier I support Manage incidents and service requests lifecycles.
• Handle communication with the customers providing them with status updates and addressing their questions, comments and complaints.
• Report, document and escalate customer contacts; regarding issues, problems, and information given.
• Perform ticket management; Ensure customer satisfaction through the resolution of all issues and problems reported.
• Manage and perform the steps/actions required in the Remedy ticketing system.
• Maintain current and high level of technical skill in field of expertise.
• Perform and/or oversee security of the data center and escort personnel to designated areas of the computer room.
• Complete all daily logs and journals associated with maintaining computer room security and control; shift turnover information and daily activity notes. Support Disaster Recovery (DR) exercises
• Other duties as assigned.

Required Skills, Qualifications, and Experience:

• Requires ITIL Foundations V3 certification within 90 days of hire.
• An associate's degree in the technology field and 2 years' experience in a similar position or a bachelor's degree in computer science field.
• Demonstrated success in working with people in establishing goals, objectives, and change management plans.
• Strong communication and collaboration skills.
• Experience/training in providing technical support Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.
• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks. Ability to easily adapt to and learn new technologies.
• Maintain important records efficiently and accurately.
• Maintain confidentiality of information processed or prepared. Perform duties and responsibilities independently.
• Ability to coordinate, research, and analyze special projects/reports.
• Proficient knowledge of database structure with the ability to enter, manipulate, and report data.
• Establish and maintain effective working relationships with other employees, supervisory personnel, and customers.
• Perform time management and scheduling functions, meet deadlines, and set project priorities, including following up on such functions or projects.
• Ability to perform duties with awareness of all requirements and policies.
• Must possess positive, professional interpersonal skills.

Desired Skills, Qualifications, and Experience

• Bachelor's degree in computer science field.
• 5 years' experience in data center support related field.
• Demonstrated successful project management skills.
• ITIL Foundations V3 certification.
• Technical Skills: BMC Remedy and related products an understanding of networks, servers, and other data center equipment and systems language.
• Communication Skills: Ability to compose, read, interpret and edit complex documents and correspondence and relate information to stakeholders. Communicate positively, professionally, and effectively to all stakeholders, both verbally and in writing. Follow detailed written and verbal instructions. Accurately proofread numerical and text data. Reasoning Abilities: Ability to apply common sense understanding to execute instructions furnished in written, oral, or diagram form. Ability to problem-solve (ex. involving concrete variables in standardized situations, etc.). Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions. Ability to analyze and interpret data. Physical and Mental Demands: The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Must be able to sit at computer for extended periods of time.
• Must be able to lift at least twenty pounds.

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