IT Specialist , Network & Systems (Microsoft focus

#cj

IT Operations Center Analyst/Junior Watch Officer

, provides leadership and management for the IT Service Organization Operations Center support networking, voice services, security operations, enterprise mobility, email, and other related collaboration, communications and messaging systems for the Department of State worldwide. Develops and initiates, maintains, and revises policies and procedures for the general operation of the Operations Center within the Vanguard 2.2.1 Program.

Onsite work location.

The Technical Effort Includes

• Serves as the primary point of contact for Enterprise Incidents and Changes for the Operations Center on the assigned shift.
• Coordinates support of the Department of State Enterprise-wide systems and services associated with networking, voice services, security operations, email and related collaboration tools, and Enterprise mobility and messaging.
• Develops and manages ITIL-based services using Service Operations, Service Transition and Continual Service Improvement methodologies.
• Interfaces, coordinates, and resolves issues with multiple senior government managers and worldwide embassies and posts.
• Conducts data analysis independently and in coordination with service areas to quickly identify system and service issues.
• Conducts long range tracking of system and service quality and continuity of operations (i.e. Crisis events, power outages and enterprise projects).
• Provides programmatic and technical guidance to other personnel as needed.
• Develops or updates written procedures related to service activities.
• Ensures that internal controls are in place and operating effectively.
• Fosters a comprehensive understanding of how all areas collectively integrate and contribute towards achieving the Operation Center’s objectives.
• Completes performance monitoring during the shift and actions taken if warranted.
• Ensure that all outages and issues are reported in a accurate and timely fashion.
  
  

Required Educations & Experience

• Technical Experience in one or more of the following areas:
• Strong Networking background.
• Working knowledge of WAN technologies.
• Working knowledge of TCP/IP LAN technologies.
• Knowledge of enterprise network operations and computing technologies including MS Exchange 2010, MS O365, Active Directory, MS Exchange.
• Teamwork and Diversity
• Ability to work effectively in a team environment and contribute towards program goals.
• Willingness to exercise initiative with focus on enhancing the team effort.
• Communication
• Ability to communicate (orally and in writing) difficult/sensitive information tactfully and in accordance with established communication security policies to senior level management.
• Ability to escalate issues in timing with standing operating procedures.
• Customer Service:
• Ability to cordially assist and maintain professionalism in high-stress environments.
• Ability to employ unbiased listening and be responsive to customer questions and requests.
• Sustained focus and interest in problem solving.
  
  

Required Clearance

• US Citizenship.
• Ability to obtain a Top Secret clearance.
• Ability to obtain an interim top secret prior to starting work.
  
  

Skills & Experience

active directory, GPO, Azure, Hyper-V, Cisco, Fortinet, LAN/WAN