Company DescriptionGlobal Business Solutions, Inc., established in 1995, offers customers a distinctive blend of information technology capabilities, education and training services, and information assurance solutions. Managed by a team of executive leaders experienced in the field of information technology and training services within the industry and government, GBSI prides itself on exceeding expectations. Our award-winning solutions give clients the support tools needed to successfully deliver in evolving environments with confidence.Job DescriptionROLE AND RESPONSIBILITIES Optimizes system operation and resource utilization, and performs system capacity analysis and planning. Provides assistance to users in accessing and using business systems.PRIMARY OBJECTIVES OF THE POSITION• Acting as the central point of contact for non-technical inquiries from external customers via telephone, DCO chat, and email; • Monitoring mission critical systems using Zabbix, DScape, and ArcSight for alerts and changes in system status, and notify appropriate support staff; • Creating, monitoring, reporting, and closing GTMS (Global Trouble Management System) tickets using Remedy ticketing system;• Producing and distributing daily Morning Update briefing slides, daily Open Tickets reports, daily Referred and Deferred Tickets reports; • Providing weekly OPS Update slides, weekly TMS Activity Reports, weekly TMS Closed Tickets reports, and weekly CMRS/DPMS Tickets reports. • Performing basic system administration tasks such as performing account unlocks and password resets for external customers; • Coordinating mission critical system maintenance (both scheduled and emergency) including emailing notices, coordinating with outside watch officers, hosting pre-maintenance meetings with stakeholders, creating and closing tracking tickets, and verifying restoration of services. Qualifications• IAT Level II Certification in accordance with DoD 8570.01-M Information Assurance Workforce Improvement Program guidelines;• At least three (3) years of experience in NOC Watch Officer role, IT, or related field;• Proficient skills in and heavy use of Microsoft Office products including Word, Excel, PowerPoint, Outlook, and SharePoint;• Experience in creating, monitoring, reporting, and closing Global Trouble Management System tickets;• Ability to work flexible 24/7 shift schedules as needed.Ability to pass a government background check.Additional InformationGBSI is an Equal Opportunity and Affirmative Action Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, creed, age, sex (including pregnancy), sexual orientation, gender identity, genetics, marital status, national origin, disability, veteran status, political affiliation or belief. This equal opportunity applies to every area of employment at GBSI, including recruitment, hiring, training, transfers, promotions, terminations, compensation, and benefits. We continue to affirm our commitment to an inclusive workplace through Affirmative Action Plans that address employment opportunities for qualified women, minorities, veterans, and individuals with disabilities. We welcome and encourage diversity in our workforce.Our policies prohibit discrimination and harassment based on race, color, religion, creed, age, sex (including pregnancy), sexual orientation, gender identity, genetics, marital status, national origin, disability, veteran status, political affiliation or belief. It is important that employees and applicants trust that they can address a concern of discrimination or harassment without retribution. GBSI will not tolerate retaliation against an individual who reports, opposes, or participates in an investigation of discriminating or harassment that violates GBSI policies.GBSI invites any employee or any applicant for employment to review GBSI’s written Affirmative Action program, absent the data metrics required by §60-741.44(k). The AAP is available for inspection upon request during the hours of 8:00am - 4:00pm Monday - Friday in the Human Resources department. Any questions should be directed to Sheila D. Dyer, GBSI’s EEO Administrator.No part of this Position Description or of any other shall be construed as an employment contract. Employment with GBSI is at will and constrained by both the laws of the State of Florida and those of the state wherein the employee performs services for the company.