GDIT is looking for a Watch Officer who holds TS/SCI with poly for a full time position, located in Colorado Springs, CO.
Program overview: GDIT will provide customers worldwide with a security center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. GDIT will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.
Position Description: Provide support and manages the center to ensure monitoring, tracking, and documenting of Severity Level incidents and escalation of incidents affecting critical business functions.
Essential Job Functions:
Manages all activities related to the staffing and operation of on-site service desk agents.
Manages all activities related to the staffing and operation of multiple located Watch Officer team.
Lead, coach and manage teams on a daily basis to improve customer service, efficiency and technical aptitude
Monitor and track service impacting changes in the enterprise infrastructure.
Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
Work with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the enterprise
Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools
Assist with the development and maintenance of standard operation monitoring procedures
Assist with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, documenting a timeline of events)
Preparing, updating, and reporting Situational Awareness to the PMO and Client Liaisons
Monitor planned and unplanned service impacting changes
Assist with preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
Maintains current knowledge of relevant technologies as assigned.
Assist with SharePoint Outage Tracker entries and updates
Assist with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
Archiving of Daily Operations Report and Shift Change Log (Day Shift)
Perform trend analysis reports as requested
Check on the status of Critical Site Tickets and close if possible
Check on the status of Prolonged/Multiple Transfers of Tickets and close if possible
Performs Tier 1 vetting and triage of incident tickets to facilitate accurate and effective outage handling procedures and resolution.
Participates in special projects as required
• Bachelors’ Degree & 5+ years working in a technical environment as it relates to IT issues (desired)
• Holds TS/SCI with ability to obtain Polygraph
• Hold an ITIL and/or technical certification
• Technical background and strong IT skills/knowledge in networking, exchange, or desktop support
• Strong understanding of ITIL concepts
• Proficient in word processing, spreadsheets, and desktop applications
• Strong communication and interpersonal skills
• Strong logic and analytical skills
• Strong customer service skills and experience
• Excellent oral and written communication skills
• Proven ability to multi-task, prioritize, and attention to detail in a fast-paced environment
• Basic knowledge of ServiceNow, Windows Desktops, or other IT Service Management System
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.