Abacus is seeking an Operations Center Specialist to provide technical support for hardware and software in an enterprise environment. This is a full-time position.
DULUTH EIT SERVICES: Abacus Technology is hiring immediately for a recently-awarded large, long-term program. Full Scope Polygraph is required. Abacus has been selected as a subcontractor to provide regional enterprise IT services and devices to the end-user workforce of a large Government agency located across the Northeastern United States. IT Services include campus area networks and local area networks supporting end user desktop/laptop/tablet, phone, printers, copiers, and wireless devices. DULUTH interacts with a Global Service Desk and provides data and status for regional enterprise services.
Perform the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refer issues to Tier 3 staff for resolution as required, track and monitor response/resolution time, and verify user acceptance. Acknowledge events received from the Enterprise Management Tools. Open incidents relating to received events. Troubleshoot based on defined procedures to resolve the event. Recommend updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes.
3+ years experience in a technical support role. Bachelor’s Degree in a Business, Technical or Math related field. ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA), or similar certifications desired. Experience working with customer technology and support requirements. Experience working with SLAs. Strong time management and communication skills. Strong interpersonal and presentation skills. Strong troubleshooting and technical skills in networking and desktop support. Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk required. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required. Must be willing to work a shift. Must be a US citizen and hold an active/current TS/SCI with Full Scope Polygraph.
Applicants selected will be subject to a U.S. government security investigation and/or polygraph examination and must meet eligibility requirements for access to classified information.