Description
Description
The Vanguard 2.2.1 program is seeking a qualified professional to perform as an operations technical resource in support of the Department of State's (DoS) Bureau of Information and Resource Management (IRM). The operations organization provides administrator levels 1/2/3 Information Technologies (IT) support for Microsoft active directory and domain controllers' technologies to domestic and overseas embassies and consulates. The candidate will be responsible for the operations and maintenance of production systems. This includes proactive and corrective maintenance duties, incident management, event management, service request fulfillment, problem management and performance management. The position also requires the proven ability to ensure the highest standard of system maintenance, monitor system performance, install windows server software (patches, etc.), maintain reliable system operation, system availability, training sessions for other level 1 and level 2 operations staff and support the change management procedures. Responsible for installation, configuration, troubleshooting, and management of applicable security compliance with the system technical implementation guideline standards (STIGs) and functional requirements for the Classified closed environment.
The successful candidate will be a self-starter, someone who can work independently, and will be flexible in a fast-paced environment. The team performs end-user support, incident and service request management, maintenance and monitoring to ensure quality delivery of services to IRM users globally across the enterprise on a 24x7x365 basis. A current or interim TS security clearance is required for consideration.
This role is hybrid and requires 3 days onsite and two days remote. It is typically M-F 0830-1700. (Note: Hour's dependent on mission priorities to include potential on-call and may migrate to a shift position TBD)
Description of Duties:
Responsible to meeting performance and Operations based metrics implemented via Remedy for Service Request Completion, Incident response, incident resolution, Queue Management Accuracy and Customer satisfaction
Perform corrective maintenance services to include system recovery, Domain Controller rebuild and QA checks before turning system over for monitoring
Manage and maintain servers, network appliances and other devices supporting the system described herein, including performance of incident management, capacity management, availability management, performance management, and continuity of operations management to ensure maximum systems availability and performance.
Perform preventive and operational maintenance activities including periodic service account password resets; storage recovery tasks, archival and deletion of unnecessary files; install/move/add/change (IMAC) activities; continuity of operations and contingency exercises, failover testing and execution; and other periodic system health checks and monitoring to maintain maximum systems availability and performance.
Perform corrective maintenance activities, in the event of unplanned system outages or degradation, including system restarts, failovers, restoration from archives, rebuilds, and reroute activities, to restore systems availability and performance. Interface with IT Service Center, Customer Liaison Division, IT Operations Center, Security Operations Center and other enterprise elements, contractors, and third parties to perform corrective maintenance. Inform, notify, escalate, communicate, and status corrective maintenance activities to DOS leadership, users, system owners, and other stakeholders, as appropriate.
Perform Problem Management for all systems and document issues/finding and escalating to engineering as needed
Actively participating in knowledge Management changes to ensure Continual Service Improvement (CSI) and provide training to level 1 and level 2 personnel
Ensure all troubleshooting steps taken are documented before escalating unresolved incidents/tickets to engineering staff
Ensure all required reporting is completed correctly, edited, proofread and ready for dissemination. To include staff's production tickets (daily/weekly/monthly tickets received, tickets closed, tickets pending, etc.), turnover information, daily shift change log, and issues reports
Perform Domain Controller upgrade/rebuild, Support DNS/DHCP troubleshooting and management, backup/restore the active directory environment, maintaining domain controller risk scores, hard drive expansion on virtual drives, Administer OU and rights delegation, troubleshooting GPO issues, schedule patch deployment and perform verification checks
Ensure services manager is made aware of potential system problems or customer issues to avoid surprising management personnel
Provide Day/Mids or Swings shift support to 24x7x365 operations
Qualifications
Required Education & Experience:
Bachelor/Associate degree in related technical discipline and 6+ years of experience, or equivalent working experience, in Operations/Production support roles in the technology industry supporting a 24x7x365 environment
Possess a positive attitude in identifying problems, take ownership, and provide solutions.
Exceptional oral and written communication skills with experience working directly with customers including VIPs
Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables
Exhibits objectivity and openness to others views as well as gives and welcomes feedback.
Experience performing requirements analysis, system patching, testing and management of complex IT systems
Strong ability to multi-task and work independently and think outside the box
Experience working with customers to capture/document requirements.
Required Clearance:
US Citizenship.
Ability to obtain a top secret clearance. Interim secret is required prior to starting work.
Desired Experience/Skills/Attributes:
Familiarity with DoS processes – Preferred
Familiarity with the System Administration ions (Windows 10 and Server 2008, 2012, etc.)
Ability to apply ISO 20K/ITIL v3 Foundation concepts within the workplace.
ITIL v3 certifications.
Excellent interpersonal and team skills.
Strong writing skills.
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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