Monitoring & Incident Response Help Desk

Monitoring and Incident Response Team Member (Help Desk)

100% Remote (Must live in the Washington DC area)

6 Month Contract (Possibly Permanent)

Compensation: $36.50/hr W2 ONLY

Per Federal Contract U.S. Citizenship is required

Security Clearance: Must be able to pass federal background check for Public Trust clearance

The Monitoring and Incident Response Team operates 100% Remote currently, however a return to work on-site at a customer site in Washington, DC is possible. Telework or 100% Remote work arrangements as a part of any potential return to work plan are negotiable.

The selected individual will be a member of the Monitoring and Incident Response Team primarily responsible for monitoring our customer’s network and infrastructure and managing communication during incidents. MIRT team members work a 24/7 shift schedule and are the primary point of escalation for any significant service outages or degradations; working closely with government management to coordinate troubleshooting and stakeholder communications.


Schedule: Candidate would be a part of a team supporting a 24/7/365 operation. Candidates may be asked to support weekend and overnight shifts on a part-time basis to supplement the existing team. Please only apply if this schedule works for you, as there is no flexibility on this.


Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer. This process is currently taking 10 weeks.

Day to day tasks include:

• Handle Tier 1/2 Service Desk escalations through tickets, phone, or Teams.

• Follow up on outstanding requests and ensure timely resolution.

• Support 24/7/365 network and service monitoring activities.

• Work collaboratively with the Network Manager, Network Engineers, 3rd party Network Service Providers, Service Desk, and JMD customer components to provide incident management, and escalate identified issues as appropriate.

• Coordinate and monitor conference bridges for troubleshooting, implementation, and/or maintenance activities; and provide summary and after action reports following close-out.

• Close out tickets once issues are resolved and all necessary actions are completed.

• Perform network monitoring, first-level troubleshooting, reporting, incident management, and escalation as required.

• Develop, maintain, and implement SOPs and other documentation.

• Support Network devices.

• Other duties may be added and/or assigned as needed.

Required Qualifications:

• High School Diploma or equivalent

• 4 years of applicable work experience

• Ability to obtain and maintain a public trust security clearance

• U.S. Citizen

• Experience supporting Windows 7, Windows 10, and MS Office 2013

• Experience using SNOW (ServiceNow), Remedy or a similar ticketing system

• Strong analytical and follow through skills

• Strong verbal and written communications skills

• Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments

• Ability to work well independently on defined tasks

• Ability to work well as part of a team

Desired Qualifications:
• Previous Service Desk Experience

• Ability to run reports

• Active Public Trust of DOJ clearance


The Monitoring and Incident Response Team operates 100% Remote currently, however a return to work on-site at a customer site in Washington, DC is possible. Telework or 100% Remote work arrangements as a part of any potential return to work plan are negotiable.





System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.


System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.


#M-



#DI-


Ref: #850-Rockville (ALTA IT)