Job Title: Senior Shift Operator

Work Location: Colorado Springs, CO

Clearance: Current/active DoD Secret Clearance and TSA suitability

Please note that you must be a US citizen to apply to this job posting

Education & Experience: Bachelor's degree or equivalent in Computer Science or Information Technology and four (4) or more years of job related professional experience

Schedule: Must be willing and able to work the following shift: 12-hour shifts. 36 hours one week. 44 hours the next week. Day shifts and night shifts. Rotate shifts approximately every 6 months. The Operations Support Center is open 24/7/365.

Travel: Occasional

Salary: Commensurate with experience

Job Listing Number: CO20012

LCAT: Senior Shift Operator

Job Duties: The following job duties include, but are not limited to:

The Senior Operations Support Center (OSC) Shift Operator performs activities related to IT Service Desk Support and systems monitoring. Manually uploading and processing higher level critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations Creation, analysis, escalation and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and multi-system/service outages Provide advanced technical support on mission critical systems during maintenance activities and outages, including decision to implement failover functions when needed Proactive monitoring of the health of the systems and data flow using commercial and proprietary monitoring tools with the ability to make critical decisions based in information provided by the tool Third level phone and email call triage requiring the ability to understand and respond to customer requirements Incident and service request ticket analysis and tracking, including decisions to escalate issues as needed Verify system application execution to ensure mission critical applications are operating as expected Advanced troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords Onsite facilities checks verifying the integrity of the mission systems Create, consolidate and post daily shift logs Perform system optimization and troubleshooting functions, such as synchronization checks, record deletions, replaying messages and other data control functions Facilitate and lead emergency action procedures for the team Create and edit Standard Operations Procedures and other supporting documentation reflecting the current operational environment

Basic Qualifications:

Must be able to work the following shift: 12-hour shifts. 36 hours one week. 44 hours the next week. Day shifts and night shifts. Rotate shifts approximately every 6 months. The Operations Support Center is open 24/7/365. Knowledgeable with Remedy Incident Management Knowledgeable with Linux and Windows Account Management Knowledgeable with SolarWinds and Tivoli monitoring Skilled with Microsoft Office applications Ability to apply critical thinking, analysis and problem-solving skills in order to make critical mission impacting decisions on reported issues Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues Prior experience in customer service or call center environment Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities. Ability to communicate and coordinate with various customers and stakeholders on a variety of issues Ability to assist with maintaining documentation reflecting th current operational environment Team player with strong interpersonal skills Strong oral and written communication skills Ability to perform at a high level in a mission critical and dynamic work environment A Bachelor's degree or equivalent in Computer Science or Information Systems with 4 or more years related professional experience. Ability to type

Desired Qualifications:

Strong technical knowledge in troubleshooting Windows workstation and custom application problems Ability to work on individual tasks, as well as team-oriented tasks Ability to make decisions when faced with competing priorities Ability to work under a cross-matrix management structure.