Network Operations Center Support Analyst with Security Clearance - Scott Air Force Base, IL, United States - TEKsystems c/o Allegis Group

Description

• This position is responsible for monitoring the entire lifecycle of trouble tickets.
• Demonstrates working knowledge of high visibility customer ticket.
• Analyze status of tickets and verify next action is clear and concise.
• Monitor ticket queue to ensure contract performance goals are met.
• Design reports to track and identify trends within the ticketing system.
• Utilize report data to identify and correct non-compliant tickets.
• Review and validate tickets are following published processes to include templates, notifications, and updating timelines.
• Coordinate and assign daily workload to technicians for resolution of incidents.
• Complete synopsis of incidents to government when requested.
• Collaborate with leads in all functional areas to restore services to customers.
• Provide situational awareness updates to both customer and contract leadership for all high visibility issues and tickets.
• Be available to the customer to answer any informational requests.
• Support Field Service Engineers in accordance with published work instructions and standard operating procedures

• High School diploma and 1-3 yrs

• Currently possess an active Secret security clearance
• Able to work in a shift work environment - 24x7 operation.
• General understanding of Network Terminologies.
• Strong written and verbal communication skills

• DoD-8570 IAT Level 2 certification (Security+ CE).
• ITIL Foundations certification
• 1-3 yrs customer service or call center experience