Help Desk SME (NOC Watch Specialists)

Job Description

Dynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Help Desk SME to support DOS customer based in Springfield, VA.

ACTIVE SECRET CLEARANCE REQUIRED

Responsibilities:

Collect and track relevant data and statistics and record network operations support accomplishments for inclusion in weekly reports.

Check Solar Winds concerning network and systems status on a recurring basis and take or initiate action to address problems or issues.

Assign new work orders to operations support technicians/engineers within one hour of STAC notification; personally follow-up on any urgent action. Under direction of the lead network engineer, provide statistical reporting data on post communications links as required.

Maintain a log and track metrics on network outages.

Make post database updates.

Maintain up-to-date IP list on SharePoint.

Manage the daily activities of the NOC- take action for any technical faults or issues, maintain cleanliness, organization (documentation), operation and monitor the logbook.

Ensure all tickets are acted on promptly, effectively and closed out promptly, meeting established metrics, service level agreements, and contractual obligations.

Maintain the operations support duty roster. Make sure that 24/7/365 customer support is available.

Provide coaching and direction to subordinate Systems Engineers (Watchstanders). Identify any weaknesses and training needs.

Conduct quality control checks and audit work completed by other Watchstanders. Review shift and work order logs for completeness and accuracy.

Ensure that all technical support and commissioning operations are conducted in accordance with applicable policies, standards, and guidelines.

Under the direction of the NOC Manager, initiate, plan, execute, monitor & control, and complete special projects.

Serve as the shift lead and subject matter expert for technical and resource management. Act as a conduit for communication between Watchstanders and the NOC Manager and/or level 3 technical staff

Current NOC shifts - 0715-1600, 1515-0000, 2315-0800

Qualifications Requirements:

Active Secret security clearance required

A good base of IT knowledge to draw upon and be able and willing to learn new applications and related hardware devices under general supervision

Two (2) years general hands on experience in a PC/network helpdesk or technical support environment

One (1) Network support specific experiance

Two (2) entry/mid-level certifications are a requirement:

CompTIA Security + (CE) Certificate

CompTIA A+

CCNA Security Certificate

Comptia Network+

etc...

Experience and Skills:

A degree in the field of computer science or a related discipline is preferred

Two (2) years of experience At least three years of providing help desk support of networks, web applications, software, and hardware in a Windows operating system environment

Excellent oral and written skills

Excellent critical thinking skills

Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook

Ability to work independently and as a team member