Desktop Support

Monitoring And Incident Response Team Member (Mirt)

We are seeking a monitoring and incident response team member (mirt) to support a 24/7/365 operation monitoring network and infrastructure performance and managing incident communications. This role serves as the primary escalation point for service outages or degradations and works closely with government management to coordinate troubleshooting and stakeholder communications.

key responsibilities:

• handle tier 1/2 service desk escalations via tickets, phone, or teams.
• follow up on outstanding requests and ensure timely resolution.
• monitor network and services continuously and respond to incidents.
• coordinate troubleshooting efforts with network managers, engineers, and service providers.
• manage conference bridges for incident resolution and provide after-action reports.
• close tickets upon resolution and ensure proper documentation.
• develop and maintain sops and other operational documentation.
• support network devices and assist with incident management processes.

required qualifications:

• high school diploma or equivalent.
• 4+ years of relevant it support experience.
• ability to obtain and maintain a public trust clearance.
• experience supporting windows 7/10 and microsoft office 2013.
• familiarity with ticketing systems such as servicenow or remedy.
• strong analytical, communication, and follow-through skills.
• ability to work independently and as part of a team.