"Alerted.org

Imagine One is seeking candidates to provide support to the US Navy. We are looking for **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.

+ 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