IBS Global Response Center Technician

Employer
Mission Essential
Location
Fairfax, VA
Posted
Apr 20, 2017
Closes
May 01, 2017
Function
Accountant, IT
Industry
Specialty Trades
Hours
Full Time
IBS Global Response Center Technician Apply Save Job Print Location: FAIRFAX, VIRGINIA Open Date: 3/22/17 Close Date: 3/22/18 Description HTML Editor - Full VersionIMT Corporation, a Mission Essential Company is a small business which provides a fulfilling work environment fostering the opportunity for team and personal success. Becoming a key member of IMT positions you to impact a critical global mission and positively influence the direction of the company. IMT is a premier service provider for Information Management Solutions for complex, mission-critical needs. Since 2006, IMT has evolved into a leading provider of Information Management system engineering, software development, information assurance, system sustainment and is the lead provider of technical support for the Integrated Broadcast Service (IBS) enterprise. IBS is the worldwide Department of Defense (DoD) standard network for transmitting tactical and strategic intelligence and targeting data to all levels of Joint Service operational users. IMT has earned a reputation as an innovator and pioneer in complex information management solutions. Headquartered in Fairfax, VA IMT employs professionals in offices located throughout the United States and around the world. IBS Global Response Center Technicians will serve as the focal 24/7 access point for the IBS Enterprise to report and resolve issues. Technicians will document, troubleshoot, and track customer and system issues. Technicians will be responsible for monitoring the health & status of the IBS Enterprise and reporting system performance to Combatant Commands, Service and Program representatives. Frequent interaction with various system engineers and Program Offices will be required in troubleshooting and resolving issues. Duties and Responsibilities:Provide 24/7 Help Desk for IBS Customer Support to Provide daily interaction with customer to resolve system related issues Gather information through discussions with customers and system technicians to identify root cause of issues and provide mitigation strategies in accordance with the system standards Provide support to system users and system troubleshooting for customers, technicians and overall system health Consult with system technicians and system users for proper programming of system application, and advise/assist the system technicians as the "eyes" of the system Documentation and analysis of trouble tickets, escalation point to engineers, and ensuring ticket resolution Provide 24/7 Health & Status monitoring and reporting of IBS Enterprise o Generate system reports and analysis of data to provide detailed diagnosis and solutions to customers regarding information reported Provide daily analysis of system applications interpreting system health and defining proactive and strategic approach to system maintenance Perform timely analysis on IBS metrics and provide assessments on system performance and recommendations for IBS system optimization Gather, consolidate, and report IBS Enterprise Reliability, Maintainability, and Availability (RMA) data Monitor and report anomalies on the physical, data link, network, and transport layers of IBS Enterprise encompassing local and wide area networks, end-to-end telecommunications and circuit switching systems Occasional Travel may be required Minimum Requirements Security Clearance: MUST have a minimum of TS/SCI clearance. Desired Requirements Minimum of 2 (two) years of experience performing help desk support functionsExperience leading short projects involving outside teamsStrong sense of ownership, urgency and driveExcellent analytical skillsExcellent communication skillsPreference for candidates with flexible schedules, and those willing to work mid and evening shifts.Experience with Joint Service intelligence systems and mission support