The Computer Merchant
JOB TITLE: DESKTOP INCIDENT RESPONSE
JOB LOCATION: WASHINGTON, DC
WAGE RANGE : 50.00-54.00 PER HOUR
JOB NUMBER:
SAIJP00038199
REQUIRED EXPERIENCE: High School Diploma or equivalent * 4+ years of applicable work experience * Ability to obtain and maintain a public trust security clearance * U.S. Citizen * Experience supporting Windows 7, Windows 10, and MS Office 2013 * Experience using SNOW (ServiceNow), Remedy or a similar ticketing system * Strong analytical and follow through skills * Strong verbal and written communications skills * Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments * Ability to work well independently on defined tasks * Ability to work well as part of a team
JOB DESCRIPTION
* Handle Tier 1/2 Service Desk escalations through tickets, phone, or Teams. * Follow up on outstanding requests and ensure timely resolution. * Support 24/7/365 network and service monitoring activities. * Work collaboratively with the Network Manager, Network Engineers, 3rd party Network Service Providers, Service Desk, and JMD customer components to provide incident management, and escalate identified issues as appropriate. * Coordinate and monitor conference bridges for troubleshooting, implementation, and/or maintenance activities; and provide summary and after action reports following close-out. * Close out tickets once issues are resolved and all necessary actions are completed. * Perform network monitoring, first-level troubleshooting, reporting, incident management, and escalation as required. * Develop, maintain, and implement SOPs and other documentation. * Support Network devices. * Other duties may be added and/or assigned as needed.
PREFERRED * Previous Service Desk Experience * Ability to run reports * Active Public Trust of DOJ clearance
The Monitoring and Incident Response Team operates 100% Remote currently, however a return to work on-site at a customer site in Washington, DC is possible. Telework or 100% Remote work arrangements as a part of any potential return to work plan are negotiable.
Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCMs discretion. PDN-9f8872ad-139b-4534-9baa-d2c90e88d155
SAIJP00038199
REQUIRED EXPERIENCE: High School Diploma or equivalent * 4+ years of applicable work experience * Ability to obtain and maintain a public trust security clearance * U.S. Citizen * Experience supporting Windows 7, Windows 10, and MS Office 2013 * Experience using SNOW (ServiceNow), Remedy or a similar ticketing system * Strong analytical and follow through skills * Strong verbal and written communications skills * Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments * Ability to work well independently on defined tasks * Ability to work well as part of a team
JOB DESCRIPTION
* Handle Tier 1/2 Service Desk escalations through tickets, phone, or Teams. * Follow up on outstanding requests and ensure timely resolution. * Support 24/7/365 network and service monitoring activities. * Work collaboratively with the Network Manager, Network Engineers, 3rd party Network Service Providers, Service Desk, and JMD customer components to provide incident management, and escalate identified issues as appropriate. * Coordinate and monitor conference bridges for troubleshooting, implementation, and/or maintenance activities; and provide summary and after action reports following close-out. * Close out tickets once issues are resolved and all necessary actions are completed. * Perform network monitoring, first-level troubleshooting, reporting, incident management, and escalation as required. * Develop, maintain, and implement SOPs and other documentation. * Support Network devices. * Other duties may be added and/or assigned as needed.
PREFERRED * Previous Service Desk Experience * Ability to run reports * Active Public Trust of DOJ clearance
The Monitoring and Incident Response Team operates 100% Remote currently, however a return to work on-site at a customer site in Washington, DC is possible. Telework or 100% Remote work arrangements as a part of any potential return to work plan are negotiable.
Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCMs discretion. PDN-9f8872ad-139b-4534-9baa-d2c90e88d155