Service Desk Tier 2

Night Shift Service Desk Specialist / Command Center

Imagine One is seeking candidates to provide support to the US Navy. We are looking for a Night Shift Service Desk Specialist / Command Center to support a Tier 2 and Tier 3 Command Center in Norfolk, VA for a large family of shore-based maintenance applications. Work Location: In-person full-time. Remote on occasion. Shift: Must be open to all shifts.

Shifts include:

• Shift 1 – Sunday, Monday, Tuesday, (Every Other) Wednesday – Time: 0600 to 1800
• Shift 2 – Sunday, Monday, Tuesday, (Every Other) Wednesday – Time: 1800 to 0600
• Shift 3 – (Every Other) Wednesday, Thursday, Friday, Saturday – Time: 0600 to 1800
• Shift 4 – (Every Other) Wednesday, Thursday, Friday, Saturday – Time: 1800 to 0600

Responsibilities include but are not limited to:

• Manage the ticket queue in Service Now for the NMMES program. Triage the tickets and assign them to the proper group within the organization.
• Assist with lifecycle oversight of Change, Problem and Incident management actions to ensure implementations are completed in accordance with established timeframes.
• Ensure real time information exchange of operational, critical situations, and disaster preparedness to shipyard customers.
• Assist with and occasionally host business continuity restoration calls.
• Utilize internal systems to report incidents to leadership.
• Take escalations if any alerts/events are identified by monitoring analysts as significant and requiring action.
• Perform initial assessment and triage on the criticality and impact of events and engage in the appropriate processes.
• Ensure leadership is apprised of all details regarding an event or incident in order that the issue can be assigned the appropriate priority based on scope and impact.
• Assist with the creation of PowerPoint slide decks as needed.
• Provide support to shipyard tier 1 support desk and other external organizations using problem resolution skills and independent decision making.
• Maintain timely (5 minutes or less) response to network infrastructure warning, critical and fatal event alert notices.
• Responsible for generating well-documented Critical Incident Reports for leadership and conduct morning operations briefs.
• Provide tier 1, tier 2 and tier 3 support for the Software Development Life Cycle (SDLC) tools used internally by a large software development staff (hardware and software)

Experience Requirements:

Soft Skills:

• Excellent written, oral, and interpersonal communication skills, with the ability to communicate technical ideas in user-friendly language.
• Strong customer service orientation and the ability to work in a team-oriented, collaborative environment.
• Proven analytical abilities and keen attention to detail.

Technical Skills:

• Thorough understanding of and experience with Windows and/or Linux operating systems.
• Knowledge of virtualization and containerization technologies (e.g., VMware, Citrix).
• Experience with cloud platforms, particularly AWS services.
• Proficiency in scripting languages like PowerShell.
• Knowledge of networking basics, including TCP/IP, firewalls, and network troubleshooting.

Educational Requirements:

• An associate or bachelor's degree in a related field or equivalent work experience.

Certification Requirements:

• CompTIA Security+
• AWS Certified Cloud Practitioner - Preferred

Security Requirements:

• U.S. Citizenship required. Candidate must have an ACTIVE SECRET clearance.

Imagine One offers a full package of benefits and competitive salary, excellent group medical, vision, and dental programs. 401K savings plan; $4K annual tuition reimbursement ($5K if pursuing master's degree); employee training, development, and education programs; profit sharing; advancement opportunities; and much more!

_ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2013_

_CMMI Development and Services - Maturity Level 3_

_An Employee-Owned Business_

EEO/vets/disabled