| Apply To: | https://tibercreek.com/careers/apply/ |
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| Education: | BS/BA degree or equivalent experience/certifications. |
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| Experience: | 5+ years’ related work experience with Service Delivery and backed end business operations processes and systems. Former Army or DoD experience a plus. |
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| Clearance: | You must have a DoD Secret clearance. Active clearance is required to start. |
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| Related Experience Should Include: | - Microsoft Server Operating System knowledge at the senior level. Must have experience with a wide variety of technologies used in the support of Network Maintenance, Promoting Process Improvement, System Administration, and Network Hardware Configuration.
- A Technical foundation within IT Infrastructure and the ability to work with technical leads to develop solution concepts, drive solutions, design and deployment of new service offerings.
- Monitoring and reporting on SLA and IT Support Service Desk metrics.
- Service desk experience must include all aspects from ticket intake to resolution, developing / managing SLA's, ensuring outstanding customer service.
- Tactical and strategic service desk / endpoint management delivery experience ensuring continual improvement.
- IT knowledge including endpoint management both desktops and laptops. Endpoint experience must include patching, compliance management, asset management, OS upgrades, application management and all aspects of lifecycle.
- Knowledge of IT service management best practices including ITIL and similar approaches (possess or be able to obtain ITIL 4 certification.)
- Demonstrated ability to produce high-quality deliverables created through collaboration including technical and process documentation.
- Excellent analytical skills to improve performance and uncover root causes of issues.
- Outstanding written and verbal communication skills including ability to develop and deliver presentations to high level customers.
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| Job Duties: | - Accomplishes IT operations and service delivery objectives by communicating problems and initiating corrective and preventive actions; planning, monitoring, appraising, and reviewing operational metrics; enforcing policies and procedures.
- Achieves IT operational objectives by maintaining current system; evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
- Determines IT operations service requirements by analyzing contractual and work plan documentation; understanding needs of users/departments; prioritizing modifications to core system applications; developing, documenting and implementing solutions as needed for problem resolution.
- Alerting, escalation and management of risks and issues.
- Incident & Escalation Management – Manage outages while providing ongoing email & voice communication, working with technology owners to restore service.
- Conduct operations reviews to review product and support performance.
- Improves quality results by evaluating and upgrading processes; directing changes.
- Provides information by collecting, analyzing, and summarizing data and trends in new technologies for storage architecture, capacity, and response time.
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| Minimum Qualifiers: | - You must have a DoD Secret clearance. Active clearance is required to start.
- Unable to work with 3rd party candidates or agencies.
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