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Join Ignite IT as an EOC Engineer to manage and track IT tickets daily, perform network and systems monitoring, and assist in restoring service when outages occur for federal agencies.
Responsibilities
- Manage, track, report, process and assign tickets daily
- Open, track and close 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 them through diagnostic procedures
- 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
- 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
- Willing to work shift duties
- Must be willing to work on Client Site
Qualifications
- A bachelor's degree
- Minimum of 3 years of IT experience
Nice to Have
- Experience with Linux Operating Systems
- Experience with Network and Server monitoring tools
- Experience supporting federal projects
Skills
Linux
*
Remedy
*
ITIL/ITSM
*
* Required skills
Benefits
Health Insurance
Life Insurance
Flexible schedule
Retirement plan
Professional development assistance
Dental Insurance
401(k)
Tuition Reimbursement
Referral program
Flexible Spending Account
Vision Insurance
Paid Time Off
Health Savings Account
401K Matching
About Ignite IT
Trusted partner for federal agencies, modernizing infrastructure, enhancing collaboration, and creating resilient, high-performance systems.
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