Desktop Services Incident Manager - TS/SCI with CI Polygraph

GDIT is seeking an individual to fill a position as a technician on our Incident Management team.  Individual will be responsible for conducting incident management activities in support of Tier II & III desktop services and operations from a central location for a dispersed enterprise customer base. Individual must be able to work on tasks both individually and in a team environment and be familiar with ITIL practices to support government customer operations and maintenance activities.  

Primary Roles/Responsibilities

• Monitor and enforce compliance of Incident Management Policy
• Monitor and clean-up orphaned tickets
• Monitor and facilitate resolution of tickets older than 30 days
• Monitor authorized maintenance activities to determine possible impacts to operations
• Control, disseminate, and monitor ticket queues 
• Conduct trend analysis on tickets to support metrics reporting to the customer
• Draft Service Maintenance/Outage/Restoral Announcements
• Facilitate the creation and submission of after-action reports for major incidents and outages when applicable
• Report, monitor and update weather events that impact services as appropriate
• Communicate and coordinate with incident managers and/or representatives from other contracts when necessary
• Monitor and facilitate tasks for the Problem Management team
• Review and provide information on major incidents and trends to Problem manager for consideration as problem candidates
• Provides advice and training to end-users
• Maintains current knowledge of relevant technologies as assigned

Additional Roles/Responsibilities

• Manages the functionality and efficiency of a group of computers running on one or more operating systems
• Helps maintain the integrity and security of servers and systems
• Maintains system documentation
• Coordinates software installations and Active Directory group modifications
• Monitors policies and standards for allocation related to the use of computing resources
• Participates in systems testing and document results
• Participates in special projects as required

Education

Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Clearance

TS/SCI clearance with CI Polygraph

Skills/Knowledge

1-3 years of directly related experience in systems administration and analysis in support of government intelligence customer

ITIL Foundation (v3)

Knowledge of Service Now or similar ticketing system

Knowledge of customers Incident and Change management processes

Knowledge of customers Problem Management process

Required

Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment, either CompTIA Security+ OR CCNA-Security. CompTIA Security+ is the preferred certification. Must attain the required DoD 8570 Computing Environment (CE) Certification within six (6) months of Hire Date.

As part of your role/function on the program, you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the significant responsibilities placed upon them. Please be aware that because of these critical duties, you will be subject to additional IT system monitoring, and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero tolerance policy for security violations.

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We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.