Help Desk Specialists (NMMES)

Location: Norfolk, Virginia
Date Posted: 10-09-2018
Job Title:          Night Help Desk Specialists \ Command Center Technician (NMMES)
 
Job Code:         11464967
 

Job Location:   Norfolk, Virginia


Imagine One is seeking candidates to support a recent contract award to provide support to the US Navy. We are looking for a Night Help Desk Specialists\Command Center Technician to support a Tier 2 and Tier 3 Command Center in the Norfolk area for a large family of shore based maintenance applications. 
 
The work times are in support of activities between 6pm and 6am (night shift) Thursday thru Saturday and every other Wednesday.  The actual shift will be 12 hours long.   First week is 3 days on and second week will be 4 days on. 
 
 
DUTIES AND QUALIFICATIONS, IDENTIFYING BOTH ESSENTIAL AND MARGINAL DUTIES: 
 
The positions are located in Norfolk, VA. 
 
Responsibilities include but are not limited to:
  • Manage the ticket que in Navy 311 for the NMMES program.  Triage the tickets and assigning them to the proper group within the organization.
  • Assist with lifecycle oversight of Change, Problem and Incident management actions to ensure implementations are completed in accordance with established timeframes.
  • Ensure real time information exchange of operational, critical situations, and disaster preparedness to ship yard customers.
  • Assist with and occasionally hosts business continuity restoration calls.
  • Utilize internal systems to report incidents to leadership.
  • Take escalations if any alerts/events are identified by monitoring analysts as significant and requiring action.
  • Perform initial assessment and triage on the criticality and impact of events and engages the appropriate processes.
  • Ensure leadership is apprised of all details regarding an event or incident in order that the issue can be assigned the appropriate priority based on scope and impact.
  • Assist with the creation of PowerPoint slide decks as needed.
  • Provide support to ship yard tier 1 support desk and other external organizations through the use of problem resolution skills and independent decision making.
  • Maintain timely (5 minutes or less) response to network infrastructure warning, critical and fatal event alert notices.
  • Responsible for generating well-documented Critical Incident Reports for leadership and conduct morning operations briefs.
  • Provide tier 1, tier 2 and tier 3 support for the Software Development Life Cycle (SDLC) tools used internally by a large software development staff (hardware and software)
 
Experience Requirements:  
  • Help Desk and NOC operating processes
  •  IT infrastructure
  • Developing and writing ITIL processes
  • Navy shore-based maintenance business processes, customers and applications, is desirable but not required.
 
Educational Requirements: 
  • HS diploma
  • An Associate or Bachelor Degree in a related field is highly desired

 
Security Requirements:
  • U.S. Citizenship required.
  • Candidate must have an ACTIVE SECRET clearance
 
Imagine One offers a full package of benefits and competitive salary, excellent group medical, vision and dental programs. 401K savings plan; $4K annual tuition reimbursement ($5K if pursuing Master’s degree); employee training, development and education programs; profit sharing; advancement opportunities; and much more! Imagine One is an Employee Owned Company!

*Imagine One “Contingent” offers for employment may stipulate that one or more requirements be satisfied before final commitment between candidate and Imagine One is established; namely, award of contract to the Imagine One Team.  Contingent requirements vary and may also include, but not be limited to additional factors (i.e., the position still being available after negotiations with the Government; final approval of your qualifications by the Government; or ability to successfully acquire and/or transfer a DoD security clearance).
 

EEO/AA Employer. Protected Veterans and individuals with disabilities encouraged to apply.
 

 
 





 
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