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). 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.