Tier 1/2 Support Analyst (Night shift)

Technical Assistance Center Analyst

We are seeking a Technical Assistance Center (TAC) Analyst to support US Marine Corps (USMC) enterprise-level data center operations. Enable management, monitoring, incident response and management for USMC application hosting environment for world-wide customers.

What you will do… As a TAC (Tier 2 Service Desk) Analyst you will be responsible for ensuring operations and security of critical infrastructure supporting worldwide USMC operations. The TAC Analyst is responsible for managing, monitoring, responding to incidents, and supporting the hybrid cloud datacenter infrastructure and hosted application administrators for the USMC enterprise application hosting environment.

Responsibilities include:

• 4 days per week, 10 hour shift
• Execution of hybrid cloud data center TAC processes, functions, activities and tasks.
• Performs: Incident Management, Event Management, Request Fulfillment, Platform Patching, ITSM Queue Management, Bridge Management, Call Center Management actions.
• Serves as the initial triage and resolution point for all shift-based activities and performs: resolution, escalation or recall actions and activities as directed by SOP or Service Desk Shift Lead.
• Responds to events and executes triage, troubleshooting, remediation, restoral of service for enterprise datacenter systems (on-prem and cloud) including Windows/Linux Servers, CISCO and VMWare NSX networking equipment, SQL/Oracle databases, VMWare Virtualization systems (ESXi, vSphere, vCenter, vROPS/Aria, NSX-T, etc), NetBackup, NetApp & Unity storage, and facilities equipment/systems.
• Assists in preparing for and executing shift transition with oncoming and off going Shift Lead, ensuring a comprehensive and orderly transfer of knowledge, schedule, equipment, tasks and activities across shift roles.
• Executes Service Desk Battle Rhythm activities and assigned activities: Data Center Equipment Checks, COP Monitoring, Platform Patch Preparation/Execution, Database and Platform Backup Initiation, Preventative Maintenance on Data Center equipment, services and applications, Customer/Stakeholder Notification, etc.).
• Supports Enterprise Information System-EIS Tier I requirements including EIS (SharePoint) account management, troubleshooting, and script/report requirements.

Qualifications:

• Bachelors degree and 3+ years of IT experience; will consider High school diploma and 6-8 years
• This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI).
• Because an active or interim DoD clearance is required, U.S. Citizenship is required.
• Candidate must be of a mid-level and have experience in Enterprise/Data Center Service Desk Operations, BMC Remedy Service Management Suite (or similar Enterprise-level ITSM tool)
• Knowledge and experience with Microsoft Windows Server, Microsoft SharePoint, RHEL, LAN/WAN networking, Proxy/Reverse Proxy, VMWare virtualization environments, VMWare Operations Management Suite, Log Management tools, NetBackup, Microsoft SQL, Oracle, VSphere, Active Directory/Directory Services, HP Server Automation (or similar Enterprise Platform patching tool), and ACAS
• Specific expertise in ITSM, Incident Management, Event Management, Knowledge Management, Problem Management, Customer Service and Data Center technologies.

Benefits: Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)