Location: Lexington, MA near Hanscom AFB

Come Join our team and grow your career working on this great contract!
Consolidated Networks Corporation (CNC) is hiring a System Administrator to work near Hanscom AFB operating on a small Tier II / Tier III team supporting a call center/helpdesk to assist the Tier I Field Assistance Services (FAS) teams within the USAF to investigate, diagnose, and resolve system and network incidents at their lowest level. All work being completed is tracked in BMC Remedy which is the AF EITSM system. As a system administrator on the team you must meet contact and resolution requirements set forth by the customer based on ticket priority. Assistance will be given by OEMs, vendors, FERs, and SMEs as needed to complete work. Ownership will be assigned as the ticket moves through the teams for resolution and will work its way back to the FAS teams for final closure.

Education:

• Bachelor’s degree in related technical discipline, or MIS related field is preferred but not mandatory.

Requirements:

• U.S. Citizenship and an active DoD Security Clearance
• 1-3 years of experience in troubleshooting, investigating, diagnosing, and resolving IT incidents in an enterprise environment.
• Experience in IT Customer Service to include phones, and emails.
• Experience with ticketing systems and annotation of work completed.
• Annotation of this work will also be incorporated in a knowledge base from time to time for future use by others.
• Experience with the ITIL helpdesk methodologies.
• Experience utilizing an ACD call center system

Required Certifications:

• CompTIA Security+ or equivalent,required to start
• ITILv4 Foundation, within 60 days after start
• HDI Customer Service Representative (CSR), within 60 days after start
• CompTIA Network+ or CompTIA A+, within 6 months after start

Job Responsibilities:

• Work with a team of technicians to man a call center to provide Tier II support.
• Technicians will have a standard 8 hour shift, Mon.-Fri., and an on call weekend shift approximately once every 8 weeks.
• Attend a shift open and shift close standup with the AF Response Center (ARC) Manager or designated technician.
• KANBAN boards will be utilized for work-sharing and proper technician utilization.
• Utilize BMC Remedy to annotate all work completed on projects and incidents that come through the helpdesk during shift and in a timely manner.
• If Remedy is unavailable updates will be documented utilizing documented continuity operations.
• Investigate, diagnose and resolve issues at the lowest level, forward tickets to/contact to TIER III techs, OEMs, venders, FERs and SMEs as needed.
• Urgency and Impact will determine the prioritization of each incident, this will determine the reporting and resolution requirements.
• This prioritization can be changed with organizational approval, and with justification being sent to and approved by the TIER I team.
• Contacting of customers once incident is obtained by the team ranges from 30 minutes to 8 hours depending upon priority.
• Technical resolutions must be identified in 1-3 days depending upon prioritization.
• All priority 1 and 2 tickets will be reported to the ARC Manager immediately.
• Utilize, Update, and Maintain the EITSM knowledge base to better provide self-help to customers and team members.
• Document all delays outside of the team’s control immediately.
• Perform problem management tasks when assigned to find root cause when common symptoms are presented over numerous systems.
• Coordination with obsolescence, duplication, IA, and ITF teams may be required to perform tasks and maintain compliance.
• And other duties as assigned.

CNC values the experience and training Veterans of the armed forces bring to the table and we welcome all to apply.

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Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Lexington, MA 02421: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Systems Administration: 1 year (Preferred)

License/Certification:

• CompTIA Security+ certification (Preferred)

Security clearance:

• Secret (Preferred)

Work Location: One location

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