Enterprise Management - GEM Desk
The GREENWAY (GW) Global Enterprise Services (GES) IT Facing Service Desk (IFSD) (which includes functions formerly identified with the Global Event Management Desk or GEM) provides 24/7 mission and infrastructure monitoring, notification, administrative support, logging, ticketing and reporting for supported systems. Specifically, ISP provided and GW GES tools, databases, displays, logs, Standard Operating Procedure (SOP) documents and Knowledge Base (KB) articles are used to identify and validate event data, take SOP/KB specified administrative action, provide ticket based event tracking, and to provide timely notification and routing of issues to support teams as required. The IFSD also coordinates with the ISP Senior Capabilities Officers (SCO) and GW GES Availability Managers (AM) for situational awareness and support actions, and with customers and support personnel to provide notification and response to event activity. In addition, IFSD personnel perform router and switch updates in support of security actions.
Must meet contract level requirements for appropriate position. Experience in ticket management system like Remedy is a plus. Unix experience is not required, but is a plus.
• DESIRED QUALIFICATIONS:
*BS or equivalent + 4 yrs related experience
*HDI Problem management certifications
*ITIL V3 certified
*Candidate must be a team player and have the ability to adapt in a dynamic, fast-paced environment
*Must be able to multi-task
*Must possess good communication and customer service skills.
Available Shifts -
Midnight Shift - 10pm-6am (Sun-Thur/Tues-Thur) OR 10pm-8am (Fri-Mon)
REQUIRES ACTIVE TS/SCI CLEARANCE WITH POLY