Operations Center Specialist

Location: Columbia, MD
Date Posted: 08-15-2017
Company Information:
 
Synergy ECP is a Service Disabled Veteran-Owned Small Business SD(VOSB) that was formed in July 2007 with Headquarters in Columbia, MD and is made up of talented, dedicated staff to provide a broad range of services to the defense, intelligence and health care industries.

In an ultra-competitive environment, Synergy ECP has thrived by adhering to our name, making sure excellence is displayed by our Employees, to our Customers and by Improving Performance (ECP).

It’s what sets us apart, enabling us to be an autonomous yet agile business that delivers huge results - showing we’re ready to meet our customers’ evolving demands.

Synergy ECP has earned a client list that includes numerous Fortune 100 companies, in addition to multiple branches of the US government and military services.
 
Synergy ECP is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected class.


Clearance Required: TS/SCI w/ Full Scope Polygraph


Description: 

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
Recommending updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes

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.
  • 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 Open view, Solar winds, or Splunk required
  • Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

Desired: 

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

 
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