ManTech Application Support Specialist III in Colorado Springs, Colorado
The Operations Support Center (OSC) Shift Operator -Level 3 performs activities related to IT Service Desk Support and systems monitoring. This position is staffed and supported by rotating shifts to cover a 24x7x365 work schedule. This position will routinely perform activities associated with IT customer support and systems monitoring, including but not limited to:
Proficient in all OSC Shift Operator L1 & L2 functions Manually uploading and processing higher level critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations
Creation, analysis, escalation and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity
Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and multi-system/service outages
Provide advanced technical support on mission critical systems during maintenance activities and outages, including decision to implement fail over functions when needed
Proactive monitoring of the health of the systems and data flow using commercial and proprietary monitoring tools with the ability to make critical decisions based in information provided by the tool
Third level phone and email call triage requiring the ability to understand and respond to customer requirements Incident and service request ticket analysis and tracking, including decisions to escalate issues as needed
Verify system application execution to ensure mission critical applications are operating as expected
Advanced troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks
Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
Onsite facilities checks verifying the integrity of the mission systems
Create, consolidate and post daily shift logs Perform system optimization and troubleshooting functions, such as synchronization checks, record deletions, replaying messages and other data control functions
Facilitate and lead emergency action procedures for the team
Create and edit Standard Operations Procedures and other supporting documentation reflecting the current operational environment
Knowledgeable with Remedy Incident Management
Knowledgeable with Linux and Windows Account Management
Knowledgeable with SolarWinds and Tivoli monitoring
Skilled with Microsoft Office applications
Ability to apply critical thinking, analysis and problem solving skills in order to to make critical mission impacting decisions on reported issues
Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues
Prior experience in customer service or call center environment
Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities.
Ability to communicate and coordinate with various customers and stakeholders on a variety of issues
Ability to assist with maintaining documentation reflecting the current operational environment
Team player with strong interpersonal skills
Strong oral and written communication skills
Years of Experience
For more than 40 years, ManTech employees have been solving complex problems for the national security community. We are comprised of approximately 10,000 talented employees around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Half our employees have a military background, and more than 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, space, and intelligence communities; we hold nearly 1,000 active contracts with more than 40 different government agencies.
ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Waretime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.
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