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Service Desk Agent (Third Shift)
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Description
Bowie, Maryland Computer Center)
We are currently seeking a Tier-1 Level Service Desk Analyst to support a large data center infrastructure environment. The Infrastructure teams support servers running Red Hat Enterprise Linux (RHEL) 5 & 6, and Windows on bare metal hardware and VMware based VMs on over 3500 system supported by 5 Petabytes of IBM SVC based SAN environment.
coordinating incident activities with the technical support staff; and reporting on status of events and incidents.
Duties & Responsibilities
Provide First Touch Response for customer-facing technology issues.
Act as the single point of contact for all technology-related problems.
Coordinate the Incident Response Process : perform and participate in incident handling process, incident discovery, analysis and verification, incident tracking, containment and recovery, incident response notification, and reporting.
Manage password resets and account administration.
Enforce security through password aging management, firewall rules, log monitoring and SELinux implementation.
Administer jailed accounts, file permissions, Novel iManager, HP Server Automation (Opsware), Remedy 8, Sudoers file.
Create and manage user accounts, security, rights, disk space and process monitoring in Solaris and Red Hat Linux.
Create and administer users and groups accounts in, Solaris 10, Red Hat Enterprise 6 and Centos 6.4 systems.
Troubleshoot events based on pre-defined Key Business Instructions (KBI).
Run scripts provided by Tier-2 and Tier-3 Support.
Resolve customer inquiries within a timely manner as stated in the Help Desk Service / Operating Level Agreement.
Provide triage activities to direct issues to proper CSvD Service Group (Infrastructure Team, Tier-2 Team, Security Team, SAN Team, etc.).
Configure Virtual Machines using KVM and Kickstart.
Coordinate installation, configuration, patching, tuning, back-up, recovery, and maintenance on Windows Server, Solaris SPARC machines and Red Hat Linux.
Manage disk drives in Red Hat Enterprise 6 using Linux Volume Manager.
Install and configure Apache webserver in Solaris10 and Red Hat Enterprise 6 operating systems.
Write shell scripts in BASH to automate the administrative task and management using Cron.
Coordinate firmware upgrades, kernel patches, system configuration, performance tuning on Windows and Linux / Unix systems.
Follow standard operating procedures.
Provide courteous, professional, quality customer service via the Help Desk.
Account unlocks / password resets.
SafeBoot password resets.
Novell password resets.
McAfee resets.
RSA PIN resets.
Provide 24x365 coverage; Provide after-hours desktop support in -best effort' capacity.
Report security and data stewardship concerns to the appropriate authorities.
Provide a Shift Summary Report at the end of each shift.
Any other duties assigned by the Team Lead or management.
Position Requirements
Qualifications / Technical Skills :
Candidate must have the following knowledge, experience, and abilities :
Must have a minimum of 3 years of Systems Support experience supporting any of the following Operation systems (UNIX, MS Windows) of which at least 1 year of Red Hat Enterprise Linux (RHEL) is highly desired.
Must be experience supporting IT Service Desk environment.
Demonstrable customer Service Desk experience.
Knowledge of HP Server Automation, Site Scope, HP Business Service Management, Active Directory, McAfee Encryption, and NNMi is a plus.
Security Requirements :
Candidate must be a U.S. Citizen and able to pass a Public Trust Assessment.
Place of Performance :
Bowie Data Center in Bowie, Md.
3rd shift, Sunday Thursday11 : 00 PM to 7 : 30 AM
Location Bowie, Maryland
Full-Time / Part-Time Full-Time
Exempt / Non-Exempt Non-Exempt
Security Clearance Requirements
This position is currently accepting applications.
Last updated : 2024-02-27
Full Time
Public Administration
$55k-68k (estimate)
03/01/2024
05/11/2024
wcbinc.com
WINNIPEG, MANITOBA
200 - 500
1999
WINSTON MAHARAJ
$200M - $500M
Public Administration
The job skills required for Service desk agent include Help Desk, Customer Service, Technical Support, Service Desk, Active Directory, Desktop Support, etc. Having related job skills and expertise will give you an advantage when applying to be a Service desk agent. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service desk agent. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service desk agent positions, which can be used as a reference in future career path planning. As a Service desk agent, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service desk agent. You can explore the career advancement for a Service desk agent below and select your interested title to get hiring information.