Ignite IT

Compensation

Full Description

Responsibilities: Manage, track, report, process and assign tickets daily. Responsible for opening, tracking and closing tickets. Perform proactive network and systems monitoring. Assist in restoring service when outages occur. Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA). Define and classify level, priority and nature of problem, request and/or issue. Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests. Actively manage incident tickets and provide status updates on each ticket per SLA. Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue. Ability to craft technical and professionally written outage notifications and updates to incident stakeholders. Conduct continuous improvement service desk support and update knowledge base as required. Perform systems administration troubleshooting and support. Work in shift duties which includes 1st, 2nd, 3rd and swing shift. Requirements: At Minimum 0-2 years of IT experience. Experience with infrastructure and application support experience using Remedy or other ticketing and incident management systems. Familiarity and practical application of advanced principles of ITIL/ITSM. Excellent written and communication skills required; excellent customer service aptitude. Ability to present to executive management incident debriefs and root cause analysis reports. Must be available for on-call support as required. Can plan and prioritize work, both their own and that of project team. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to details. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. Ability to influence others and move a proposal effort toward a common vision or goal. Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills. Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented. Able to drive things forward regardless of personal interest in the task. Willing to work shift duties. Must be willing to work on Client Site, Must be a U.S. Citizen. Must be able to obtain Public Trust clearance. Nice To Have: Experience with Linux Operating Systems. Experience with Network and Server monitoring tools. Experience supporting federal projects. 401(k) 401(k) matching Dental insurance Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance