This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

Chenega Agile Real-Time Solutions (CARS) is seeking a NOSC Analyst Dayshift Lead to provide support in rotation for FCC systems. The lead technician will use monitoring tools to identify/analyze problems or incidents in the enterprise networks, applications, servers, or other infrastructure. Be responsible for a small team of technicians and provide oversight, training, and support.

• Provide technical support for hardware, software, and network issues
• Monitor the Enterprise infrastructure, including applications and services
• Work within the incident management process, implementing best practices
• Perform initial diagnosis and drive service restoration
• Engage internal and external support teams for incident resolution
• Coordinate the resolution of IT-related outages and issues
• Notify affected customers and track the progression of resolution
• Provide on-call availability and support a variety of shifts
• Maintain and update support tickets and documentation
• Escalate issues as necessary per SOPs
• Deliver outstanding customer service and follow-up
• Supervisory Responsibilities
• Other duties as assigned

Qualifications

• Bachelor’s degree with a background in Information Technology (through coursework or extracurricular experience); OR
• High school diploma or GED and 6+ years of relevant experience (post-secondary education may be substituted for experience on a year-for-year basis)
• Must be a U.S. citizen and able to obtain Public Trust Clearance
• Preferred Qualifications: Experience with ServiceNow Incident, Problem, and Change Management (Desired)

Requirements

• Ability to provide rotating site support (24x7) to ensure system issues are identified and resolved, minimizing operational impacts - shift work is required in a high-paced environment
• Panama Night Shift 6 am to 6 pm (2 on / 2 off / 3 on / 3 off)
• Hands-on experience designing, integrating, validating, and implementing infrastructure monitoring and management solutions
• Practical experience with Splunk, SolarWinds, Dynatrace, or other infrastructure monitoring and management platforms
• Knowledge of network infrastructure, devices, and other IT systems
• Excellent oral and written communication skills
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

Benefits

• Broad range of benefits offered
• Positive and supportive culture encouraging team members to do their best work
• Well-being programs and flexibility for healthy, centered, confident, and aware living
• Opportunities for professional development and skill sharpening