Service Desk Tier 2

Night Shift Service Desk Specialist / Command Center

Imagine One is seeking candidates to provide support to the US Navy. Responsibilities include but are not limited to:

• Manage the ticket queue in Service Now for the NMMES program. Triage the tickets and assign them to the proper group within the organization.
• Assist with lifecycle oversight of Change, Problem and Incident management actions to ensure implementations are completed in accordance with established timeframes.
• Ensure real time information exchange of operational, critical situations, and disaster preparedness to shipyard customers.
• Assist with and occasionally host business continuity restoration calls.
• Utilize internal systems to report incidents to leadership.
• Take escalations if any alerts/events are identified by monitoring analysts as significant and requiring action.
• Perform initial assessment and triage on the criticality and impact of events and engage in the appropriate processes.
• Ensure leadership is apprised of all details regarding an event or incident in order that the issue can be assigned the appropriate priority based on scope and impact.
• Assist with the creation of PowerPoint slide decks as needed.
• Provide support to shipyard tier 1 support desk and other external organizations using problem resolution skills and independent decision making.
• Maintain timely (5 minutes or less) response to network infrastructure warning, critical and fatal event alert notices.
• Responsible for generating well-documented Critical Incident Reports for leadership and conduct morning operations briefs.
• Provide tier 1, tier 2 and tier 3 support for the Software Development Life Cycle (SDLC) tools used internally by a large software development staff (hardware and software)

Experience Requirements:

• Soft Skills: Excellent written, oral, and interpersonal communication skills, with the ability to communicate technical ideas in user-friendly language. Strong customer service orientation and the ability to work in a team-oriented, collaborative environment. Proven analytical abilities and keen attention to detail.
• Technical Skills:
• Thorough understanding of and experience with Windows and/or Linux operating systems.
• Knowledge of virtualization and containerization technologies (e.g., VMware, Citrix).
• Experience with cloud platforms, particularly AWS services.
• Proficiency in scripting languages like PowerShell.
• Knowledge of networking basics, including TCP/IP, firewalls, and network troubleshooting.

Educational Requirements:

• An associate or bachelor's degree in a related field or equivalent work experience.

Certification Requirements:

• CompTIA Security+
• AWS Certified Cloud Practitioner - Preferred

Security Requirements:

• U.S. Citizenship required. Candidate must have an ACTIVE SECRET clearance

Imagine One offers a full package of benefits and competitive salary, excellent group medical, vision, and dental programs. 401K savings plan; $4K annual tuition reimbursement ($5K if pursuing master's degree); employee training, development, and education programs; profit sharing; advancement opportunities; and much more! ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2013 CMMI Development and Services - Maturity Level 3 An Employee-Owned Business EEO/vets/disabled