Job Description

Join Ignite IT, a trusted partner for federal agencies, as we work together to modernize infrastructure, enhance collaboration, and create resilient, high-performance systems. We're expanding our support and ready for an EOC Engineer to become a part of our dynamic team.

What You’ll Do

• Manage, track, report, process and assign tickets daily.
• Responsible for opening, tracking and closing tickets.
• Perform proactive network and systems monitoring.
• Assist in restoring service when outages occur.
• Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
• Define and classify level, priority and nature of problem, request and/or issue.
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
• Actively manage incident tickets and provide status updates on each ticket per SLA.
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
• Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
• Conduct continuous improvement service desk support and update knowledge base as required.
• Perform systems administration troubleshooting and support.
• Work in shift duties which includes 1st, 2nd, 3rd and swing shift.

Requirements

• A Minimum of 3 years of IT experience.
• A bachelor's degree
• US Citizen
• Ability to obtain a government public trust clearance.
• Experience with infrastructure and application support using Remedy or other ticketing and incident management systems.
• Familiarity and practical application of ITIL/ITSM principles.
• Excellent customer service aptitude.
• Ability to present to executive management incident debriefs and root cause analysis reports.
• Must be available for on-call support as required.
• Plan and prioritize work, both their own and that of project team.
• Good attention to details.
• Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.
• Able to present ideas in a variety of ways depending upon audience and context.
• Excellent active listening skills.
• Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented.
• Willing to work shift duties.
• Must be willing to work on Client Site.

Nice To Have :

• Experience with Linux Operating Systems.
• Experience with Network and Server monitoring tools.
• Experience supporting federal projects.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

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