EMOC Duty Manager (SRF 3056)

CSRA (www.csra.com)


  full-time   employee

Stennis Space Center
United States

Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. CSRA plays a key role in the Department's IT integration strategy through its Data Center-1 program.  CSRA's DC-1 program is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement.

We are seeking an EMOC Duty Manager. This person will

Essential Job Functions

- Installs, investigates and resolves routine matters with computer software and hardware equipment.

- Shift supervisor for a Department of Homeland Security 24/7 help desk. 

- Oversees event data monitoring tools to track system trends and escalate active incidents.

- Manages and coordinates daily team tasks, ensuring they efficiently adhere to available knowledge articles, core processes, and procedures.

- Accountable to ensure SLA?s are met, customer service is exceeded and help desk personnel are aware of any new direction(s).

- Direct point of contact to engage Event Coordination teams.

- Required to work quickly and efficiently in a fast-paced, demanding environment.

- Liaison between the help desk personnel and Management. 

- Assists System Administrators by providing ICCB approval as needed to implement needed changes.

- Provides coaching and development assistance as needed to correct any personnel training deficiencies.

- Provides smart hands support as needed, by testing, troubleshooting, installing, and repairing systems to ensure reliable function.

- Maintains end-user computer systems, installing images and software as required.

- Follows knowledge articles, operating processes, and procedures while maintaining record of work within the help desk ticketing system.

- Acts as a customer liaison on routine technical and service problems to ensure that customer needs are met with the end goal of one-call resolution.

- Analyzes, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs.

- Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous resolution efforts are taking place in a timely manner.

Basic Qualifications

- Some college or greater

- Two or more years of technical support experience

- Experience working with products and operating systems

- Experience working with computer-related technical problems

- Experience working with computer hardware for installation and upgrades

- Experience working with software installation/upgrading and system maintenance procedures

- Excellent written and oral communication skills

- Analytical and problem-solving skills to troubleshoot systems problems

  Other Qualifications

- Experience working with an escalation policy

- Strong Customer Service skills

- Ability to Multitask within a fast-paced environment

- Basic personnel trainer skills

- Good organizational skills to balance and prioritize work

- Ability to work independently and as part of a team

- Experience with monitoring/maintaining/securing network, operating systems, and applications

- Experience with incident response and handling

- Security+, Network+, Certified Ethical Hacker(CEH), MCP and/or other relevant security/OS/network certifications

- Experience with Department of Homeland Security(or other Federal agency) policies/procedures

- ITIL Certified - Knowledge of Service Now - Knowledge of ScienceLogic Atlas


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