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Operations Support Center (OSC) Operator

Ty Rivas Rockville, MD
  • Depends on experience
  • Full Time
  • Health Insurance, Dental Insurance, Vision Insurance, 401K / Retirement


Operations Support Center (OSC) Shift Operator –L2

Primary Location: Annapolis Junction, MD

The Operations Support Center (OSC) Shift Operator –L2 performs activities related to IT Service Desk Support and systems monitoring. This position is staffed and supported by rotating shifts to cover a 24x7x365 work schedule. This position will routinely perform activities associated with IT customer support and systems monitoring, including but not limited to:

  • Proficient in all OSC Shift Operator L1 functions
  • Manually uploading and processing critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations
  • Proactive monitoring, reporting and documenting the health and status of the production systems and data flow using commercial and proprietary monitoring tools
  • Creation, analysis and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity
  • Incident and service request ticket creation, analysis, routing, tracking, updating and closure
  • Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and critical outages, including the creation and transmission of AWS alerts as needed
  • Provide technical support on mission critical systems during maintenance activies and outages
  • Creation of and transmission of daily and ad hoc reports
  • Second level troubleshooting of IT and non-IT related issues issues identified thru monitoring tools and system checks
  • Verify system application execution to ensure mission critical applications are operating as expected
  • Reset and unlock critical system messages and records
  • Create, consolidate and post daily shift logs
  • Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
  • Onsite facilities checks verifying the integrity of the mission systems
  • Assist with editing of Standard Operations Procedures and other supporting documentation

Minimum Qualifications:

  • Knowledgeable with Remedy Incident Management
  • Prior experience in customer service or call center environment
  • Experience initiating and escalating incident tickets and/or problem reporting
  • Ability to apply critical thinking, analysis and problem solving skills in order to to make mission impacting decisions on reported issues
  • Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues
  • Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities
  • Proficient with Microsoft Office applications
  • Ability to communicate and coordinate with various customers and stakeholders on a variety of issues
  • Ability to assist with maintaining documentation reflecting the current operational environment
  • Team player with strong interpersonal skills
  • Strong oral and written communication skills

Preferred Qualifications:

  • Knowledgeable with Linux and Windows Account Management
  • Knowledgeable with SolarWinds and Tivoli monitoring
  • Strong technical knowledge in troubleshooting Windows workstation and custom application problems
  • Ability to work on individual tasks, as well as team-oriented tasks.
  • Ability to make decisions when faced with competing priorities
  • Ability to work under a cross-matrix management structure.


Education/Certification Requirement:
A Bachelor's degree or equivalent in Computer Science or Information Systems or equivalent experience)

Security Clearance Requirement:
Minimum: Ability to obtain a DoD Secret Clearance and ability to obtain a TSA Suitability Access

Working Hours:
Weekend Day/Night shift (based on level of experience): Saturday 12hr, Sunday 12hr, Monday 12hr and Tuesday 8hr - 6:30-6:30

Relocation authorized:
None

ALTA IT Services, LLC. is an equal opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veteran status, sexual orientation, or any other factor.

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