NOSC Analyst Lead (Dayshift)
About The Position
NOSC Analyst Dayshift Lead Remote Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace. Chenega Agile Real-Time Solutions (CARS) is seeking a NOSC Analyst Dayshift Lead to provide support in rotation for FCC systems. The lead technician will use monitoring tools to identify/analyze problems or incidents in the enterprise networks, applications, servers, or other infrastructure. Be responsible for a small team of technicians and provide oversight, training, and support.
Requirements
- Bachelor’s degree with a background in Information Technology (through coursework or extracurricular experience); OR
- High school diploma or GED and 6+ years of relevant experience (post-secondary education may be substituted for experience on a year-for-year basis).
- Must be a U.S. citizen and able to obtain Public Trust Clearance
- Ability to provide rotating site support (24x7) to ensure system issues are identified and resolved, minimizing operational impacts - shift work is required in a high-paced environment.
- Panama Night Shift 6 am to 6 pm ( 2 on / 2 off / 3 on / 3 off )
- Hands-on experience designing, integrating, validating, and implementing infrastructure monitoring and management solutions.
- Knowledge of network infrastructure, devices, and other IT systems.
- Excellent oral and written communication skills.
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
- Excellent skills in Microsoft Word, Excel, and other Office applications
- Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
- Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it
Nice To Haves
- Experience with ServiceNow Incident, Problem, and Change Management. (Desired)
- Practical experience with Splunk, SolarWinds, Dynatrace, or other infrastructure monitoring and management platforms.
Responsibilities
- Provide technical support for hardware, software, and network issues
- Monitor the Enterprise infrastructure, including applications and services.
- Work within the incident management process, implementing best practices.
- Perform initial diagnosis and drive service restoration.
- Engage internal and external support teams for incident resolution.
- Coordinate the resolution of IT-related outages and issues.
- Notify affected customers and track the progression of resolution.
- Provide on-call availability and support a variety of shifts.
- Maintain and update support tickets and documentation
- Escalate issues as necessary per SOPs
- Deliver outstanding customer service and follow-up
- Supervisory Responsibilities
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
