Help Desk Support Specialist with Security Clearance
: Job Details :

100% ONSITE - ALEXANDRIA, VASWING SHIFT IS FROM 3:15PM-12:00/MIDNIGHT Highly capable Help Desk Support Specialist (Server) to lead swing shift operations within the Network Operations Center (NOC). This role involves overseeing network monitoring, managing technical support activities, and ensuring continuous operational excellence. The ideal candidate will serve as a shift lead and subject matter expert, providing guidance to Watchstanders and acting as a liaison between technical staff and management. RESPONSIBILITIES:• Collect and track relevant data and statistics and record network operations support accomplishments for inclusion in weekly reports. • Check SolarWinds 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 for technical and resource management. Act as a conduit for communication between Watchstanders and the NOC Manager and/or level 3 technical staff.• Provide Tier 2 application software support such as IBM Maximo. QUALIFICATIONS:• A degree in the field of computer science or a related discipline is preferred. • Two IT certifications such as CompTIA A+, CCNA, Network+, etc. (Required)• Minimum 2 yrs. of Tier1/Tier2 server support experience to include network, security, and peripheral devices.• At least two years of general hands-on experience in a PC/network helpdesk or technical support environment.• At least one year of network support specific experience.• Working knowledge of technical security systems such as CCTV, alarms, and access control is highly desired.• Has experience supervising small technical teams.• Have a good IT experience base to draw upon and be able and willing to learn new applications and related hardware devices under general supervision.• Experience with Tier2 application software support if highly desirable. Experience with IBM Maximo Tier 2 support is a plus.• Strong written and communication skills.• Able to work independently with little to no oversight.