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Service Desk Associate
Ref No.: 19-00903
Location: Frederick, Maryland
Position Type:Contract
Duration: 4+ years
Compensation: up to $33/hr

*** U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time. ***

This position requires shift work; available shifts are: 

Shift 1: M-Th 6a - 4p 
Shift 2: W-Sat 2p - 12a (MUST be availabe for this shift)
Shift 3: Su-Tu 2p - 12a and Fri 6a - 4p (MUST be availabe for this shift)

Responsibilities/Requirements:
  • The Level 1 operator will be responsible for monitoring the IT infrastructure environment components and opening, trouble shooting, and referring incident tickets to the appropriate group.
  • The scope of work includes servers, mainframes, databases, middleware, business intelligence tools, identity and access management tools, storage, backup, and local, wide, and property networks.
  • The technology stack includes the latest hybrid (private and public) cloud technologies in addition to legacy technologies.
  • An average day in the life of this role: The L1 support team will be responsible for monitoring the NetCool Dashboards and other monitoring tools, answering incoming calls into the MTOC, creating incidents as needed, and escalating to the Client Communications Lead (CL) and Service Availability Manager (SAM) for possible major incidents (MI).
  • Also responsible for monitoring tools and completing standard operating procedures (SOP) based on the alarm code.
  • The L1 support team run through simple standard operating procedures (SOPs) or scripted triage to resolve the issue(s), utilizing the ServiceNow (SNOW) ticketing system to track all activity. 
  • The L1 support team uses the Notify module within SNOW to create an Incident Alert, in accordance with the MTOC Process Guide, and assists with engaging the resolver support teams.
  • For a P3 or a P4 incident, the L1 support team will work in conjunction with the L2 support team to resolve or escalate in accordance with the incident management process.