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Operations Support Team Member #5231

Careers

  • US-MI-Selfridge
  • Information Technology
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Company Overview

GovCIO is a team of transformers–people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?

Responsibilities

We have an outstanding opportunity for an Operational Support Technician to support our 24×7 Service Desk organization. Daily duties and responsibilities include:

  • Provide 24/7 support to users in both live and on-call support environments
  • Respond to production system issue procedures
  • Provide remote support to users for systems and application software problems
  • Receive calls/emails from users, diagnose problems and recommend and/or implement solutions
  • Utilize, update, and maintain data in Footprints, the service desk software solutions database, to include knowledge base entries and statistical reports
  • Log and record all actions from the operational Support Center (service desk).
  • Open, track and close trouble tickets (see Attachment B) to ensure problem resolution and promote end-user satisfaction
  • Respond to trouble tickets/support requests via telephone and email.
  • Perform daily/weekly website and Footprints management functions
  • Report and update trouble tickets in a timely, clear, and concise manner
  • Provide trouble report information
  • Provide tracking metrics monthly
  • Production Outage Events/Trouble Ticket Resolution.

Each of our employees are responsible for taking all necessary to resolve a trouble ticket within a defined response time based upon assigned ticket priority (critical – low). The response time is the amount of time the employee has to analyze the problem and respond to the customer with either a resolution or request for additional information to continue working on a resolution. If the problem is critical or serious, the employee continues to work the problem in real time until the issue is resolved, or a workaround is identified. The priority of an incident is determined by number of personnel/customers affected, impact to the organization, and ability to provide a work around.

Requirements

  • Bachelor’s with 0 – 2 years (or commensurate experience)
  • Must possess a current DoD Secret clearance 
  • Minimum of 1 year of experience in an IT or related field
  • Minimum of 1 year of Call Center Operations experience
  • Minimum of 2-year DOD or other Government Agency experience
  • Must demonstrate you will be successful operating in an Operations or Call Center environment and become proficient in ticketing software.
  • Must be capable of studying for and passing the Security + Exam, should the client require the government customer require DoD 8570 IAT II compliance in the future.

#cjpost


GovCIO is a team of transformers — people who are passionate about transforming government I.T. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.


But we can’t do it alone. We need great people to help us do great things – for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this missoin. Are you ready to be transformer?


GovCIO is a team of professionals who want to make a difference. And that can only happen with a diverse, happy, and cared-for team. So, we prioritize your well-being, equity for all and look for ways to make work a better place for each of us every day.


We are an Equal Opportunity Employer.


All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status. EOE AA M/ F/Vet/Disabled


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