Operations Center Specialist with Poly

US-MD-Columbia
Job ID
2017-2548
# of Openings
8
Category
Information Technology Services

Overview

Founded in 1987, IMG has been a leading small business that exemplifies competence, integrity and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations.

 

IMG is currently hiring for Operations Center Specialist with TS/SCI Full Scope Polygraph at its Columbia, MD location.

Responsibilities

As part of a 24x7 Operations staff, perform the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refers issues to Tier 3 staff for resolution as required, track and monitor response/resolution time, and verifies user acceptance.

 

Responsibilities include:

  1. Acknowledging events received from the Enterprise Management Tools
  2. Opening incidents relating to received events
  3. Troubleshooting  based on defined procedures to resolve the event
  4. Recommending updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes

Qualifications

 

Required Skills, Experience, and Education:    Three (3) years of experience with a Bachelor’s Degree in a Business, Technical or Math related field. Five (5) years with an Associate’s Degree or seven (7) years’ experience may be substituted for the Bachelor’s Degree. Must have experience working with customer technology and support requirements.

  1. Experience working with SLAs
  2. Strong time management and communication skills
  3. Strong interpersonal and presentation skills
  4. Strong troubleshooting and technical skills in networking and desktop support.
  5. Experience with enterprise management monitoring tools such as HP Open view, Solar winds, or Splunk required
  6. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

Required Clearance:  Candidate must have a TS/SCI polygraph clearance

 

Desired: ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco  Certified Network Associate (CCNA), or similar certification desired

 

IMG COMPANY BENEFITS

Health, dental, vision, and life insurance

401(k) with company match

20 days of personal leave plus paid holidays

Certification Reimbursement

 

Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin

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