Become an integral part of a diverse team that leads the world in Mission, Cyber, and Intelligence Solutions. FiveTwelve is a Maryland-based small business focused on providing the highest quality software and system engineering solutions to Intelligence Community and the Department of Defense. Our mission is to apply the most advanced software and system engineering techniques to maintain and strengthen our customers’ decision advantage.
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
4. Recommending updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes
REQUIREMENTS
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.
1. Experience working with SLAs
2. Strong time management and communication skills
3. Strong interpersonal and presentation skills
4. Strong troubleshooting and technical skills in networking and desktop support.
5. Experience with enterprise management monitoring tools such as HP Open view, Solar winds, or Splunk required
6. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
Required Clearance: Candidate must have a TS/SCI polygraph clearance
Desired: ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA), or similar certification desired
Must be willing to work shift. They are as follows:
• Day 1: Sun-Thurs, 0600-1430
• Day 2: Tues-Sat, 0600-1430
• Swing 1: Sun-Thurs, 1400-2230
• Swing 2: Tues-Sat, 1400-2230
• Night 1: Sun-Thurs, 2200-0630
• Night 2: Tues-Sat, 2200-0630
In addition to competitive salaries, we offer a variety of unique benefits!
• PTO: Our variable PTO plan lets you decide the amount that’s best for you. Choose as few as 2 weeks or as much as 6 weeks.
• Holidays: 10 annually
• 401k: 5% Company match; fully-vested from Day 1
• Quarterly Bonus: Totaling 2.5% of your base salary annually
• Training Budget: Up to $5,250 annually
• Cell Phone/Internet Allowance: Monthly reimbursement up to $75
• Gym/Health Club Membership: Monthly reimbursement up to $50
• Personal Technology Allowance: Up to $500 annually
• Logo Wear: $100 annually
• Health Insurance: Provided through CareFirst Blue Cross/Blue Shield. Three plans to choose from – HMO, PPO, HSA. FiveTwelve covers 80% of the premium for employees and their dependents.
• Dental and Vision Insurance: Provided through CareFirst Blue Cross/Blue Shield. FiveTwelve covers 100% of the premium for employees and their dependents.
• Short-Term and Long-Term Disability: FiveTwelve pays 100% of the premium
• Referral Bonus: Up to $10,000 for fully-cleared referrals
* TS/SCI with Polygraph Required*