Peraton is seeking a Network Support Specialist with Enterprise Management Operations Center (EMOC) experience to join our team of qualified, diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer. This individual will support a 24x7 operations of engineers, Incident Management, Event Management, Request Fulfillment, ITSM Queue Management, Bridge Management actions for a hybrid government infrastructure. The ideal candidate will actively monitors the network/enterprise environment and escalates critical incident response procedure upon notification of hardware, software, application degradation/outages via management, engineering teams, and monitoring tools.

This position requires 12-hour shifts including weekends and holidays.

Day to Day Work Responsibilities:

• Initiates review with previous shift team regarding ongoing incidents, as well as tickets categorized as critical/high priority, and vice-versa with incoming shift team at shift end.
• Collaborates with CIC to engage necessary POCs, vendors, management, and engineering teams to obtain latest, timely updates in order to facilitate resolution of ongoing enterprise-level incidents.
• Actively assembles engineering teams to establish SRT (service restoration team) bridge upon request, as a response to enterprise-level incidents.
• Assists end users with troubleshooting issues via administration of domain resources on AD, Office 365/Exchange, etc. through Remedy service ticket requests.
• Documents troubleshooting actions and incident updates in associated Remedy tickets to ensure team awareness and progression to resolution.
• POC for system, application and device Critical Incident initial notifications. Escalates to CIC if incident is identified as a Critical Incident.
• Account Management:
  • Unlock accounts and analyzing permissions
  • Provide technical advice, not alter permissions.
  • Advise users to contact SPOC to have the Account Management Team assist with issues.
• Devices:
  • Servers (initial troubleshooting, restart services, reboot servers, except domain controllers, and certain critical infrastructure servers and devices), and escalate as needed.
  • Switches (initial troubleshooting, power cycle hung switches relax ISE), and escalate as needed.
  • Routers (Limited to only escalate routers issues).

#TSAImpact

Basic Qualifications:

• U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Bachelor’s degree and 5 years’ experience or Master’s degree and 3 years’ experience or Associate’s degree and 7 years’ experience or HS diploma/equivalent and 9 years’ experience. 
• Experience with monitoring and management tools such as Solarwinds.
• Experience with enterprise/datacenter service desk operations including use of a service management tool Remedy.
• Experience with Active Directory and server management and monitoring.
• Understanding of CyberArk architecture, WebEOC and iShare.
• Knowledge of virtual machine manager and exchange admin center.
• Knowledge of Secure CRT 8.0 and SOHO routers.