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Operations Support Center (OSC) Shift Operator job in Colorado Springs at NexOne, Inc.

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Operations Support Center (OSC) Shift Operator at NexOne, Inc.

Operations Support Center (OSC) Shift Operator

NexOne, Inc. Colorado Springs, CO Full-Time

Operations Support Center (OSC) Shift Operator

Program Overview:

It is the responsibility of the Operations Support Center to act as the first point of contact for a critical Homeland Defense contract for all information that pertains to outages, incidents, and maintenance events that affect supported programs. This includes detecting the event, answering trouble calls, attempting to resolve, escalating to other technical subject matter experts and documenting the issues. Successful growth within this functional team directly leads to career progression within this team and/or to other areas of IT support on the program.


Responsibilities:

The ideal candidate must be able to work the following shift schedule: 12 hour shifts: 36 hours one week, 44 hours the next week. Day shifts and night shifts. Shifts rotate approximately every 6 months. The Operations Support Center is open 24/7/365.


The OSC Shift Operator -Level 1 performs activities related to monitoring, detection, correction, escalation and reporting. This position will routinely perform activities associated with IT customer support, including but not limited to:


  • Manually upload and process critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations
  • Assist with Creating, analyzing and transmitting critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity
  • Assist with the escalation of bridge/conference calls for complex maintenance activities and critical outages
  • Provide support on mission critical systems during maintenance activities and outages
  • Proactively monitor the health of the systems and data flows using commercial and proprietary monitoring tools
  • Triage phone and email call communication using the ability to understand and respond to customer requirements
  • Create, analyze, route, update and close incident and service request tickets
  • Verify system application execution to ensure mission critical applications are operating as expected
  • Conduct initial troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks
  • Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
  • Perform onsite facilities checks verifying the integrity of the mission systems
  • Create, consolidate and post daily shift logs

Minimum Qualifications:

The following are the minimum qualifications and requirements for this position:

  • Strong attention to detail and organizational skills
  • Proficiency with Microsoft Office applications
  • Ability to apply critical thinking, analysis and problem solving skills in order to make mission impacting decisions on reported issues
  • Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues
  • Ability to assist with maintaining documentation reflecting the current operational environment
  • Act as a team player with strong interpersonal skills
  • Demonstrate strong oral and written communication skills
  • Ability to perform at a high level in a mission critical and dynamic work environment

Preferred Qualifications:

Additionally, the following qualifications are desired:

  • Prior experience in IT Service Desk environment
  • Knowledge of Remedy, especially Incident Management module
  • Strong technical knowledge in troubleshooting procedures
  • Prior knowledge with system monitoring tools, especially Solar Winds and Tivoli

Degrees/Years of Experience:

Typically, an Associate degree or equivalent experience working in an IT environment is required. Also, the candidate must have the ability to obtain a DoD Secret Clearance and TSA Suitability Access.



Recommended Skills

  • Attention To Detail
  • Communication
  • Coordinating
  • Critical Thinking
  • Customer Service
  • Incident Management
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