Service Center Frontline Account Manager

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Location:

Chantilly, VA

• Provide first‑level technical support in a 24x7 world‑class service center, responding to inbound incidents and service requests via phone, email, and walk‑up channels.
• Deliver frontline support for system, application, network, and infrastructure issues, ensuring fast, accurate triage and resolution.
• Create and manage support tickets in a web‑based ITSM/CRM platform while actively troubleshooting and communicating with end users.
• Perform initial assessment, triage, and resolution for common incidents; escalated complex or critical issues to Tier 2 or appropriate technical teams.
• Analyze, troubleshoot, and resolve issues involving end‑user systems, servers, storage, network connectivity, and security controls.
• Conduct system administration tasks and maintain configuration documentation for assigned infrastructure.
• Provide face‑to‑face (walk‑up) support where applicable, ensuring responsive, courteous customer service.
• Monitor system performance and alerts, identifying and correlating potential issues, and initiating corrective actions as needed.
• Maintain high situational awareness during live incidents and contribute to after‑action reviews by capturing the state of the environment and resolution details.
• Restart system services and hardware as required; act as a single point of contact for troubleshooting, service restoration, and escalation.
• Interface daily with internal stakeholders, government personnel, and international partners, often under high visibility and operational urgency.
• Ensure resolution of all tickets and incidents in line with Service Level Agreements (SLAs) while providing timely and transparent communication to users.
• Document solutions, update knowledge bases, and contribute to user self‑help resources to enable continuous service improvement.
• Alert management to recurring issues or trends, recommending proactive mitigation strategies.
• Maintain privileged access across multiple systems, adhering to strict compliance and security standards.
• Support new infrastructure deployments and projects as assigned, ensuring alignment with mission requirements and system integrity.
• Work collaboratively with global 24x7 support teams, maintaining high operational standards and visibility into ongoing actions.

• Active TS/SCI with Polygraph is mandatory.
• Current DoD 8570 IAT Level II Certification (e.g., Security+) required.
• Associate’s Degree in a related technical field or 3–5 years of equivalent hands‑on experience supporting enterprise IT operations in lieu of formal education.
• Minimum 3 years of experience in Help Desk support, IT service desk, or systems administration roles.
• Proven ability to work shift‑based schedules, including nights, weekends, holidays, and 12‑hour shifts, to support 24x7 mission‑critical operations.
• Demonstrated customer service orientation, with experience supporting end users across phone, email, and walk‑up service channels.
• Experience with Microsoft Active Directory administration (user accounts, group policies, access permissions).
• Understanding of basic networking concepts such as DNS, DHCP, TCP/IP.
• Proficient in file/folder/share security within Microsoft environments.
• Familiarity with RSA token administration or similar authentication systems.
• Strong written and verbal communication skills, including the ability to effectively document issue resolutions and communicate technical details to both users and leadership.
• Handle pressure, with the ability to manage high volumes of requests while maintaining quality and professionalism.
• Skilled in multitasking and using web‑based CRM/ticketing tools (e.g., Service Now) to log, track, and resolve incidents and service requests.
• Motivated, proactive, and adaptable to dynamic mission and technology environments.
• Ability to communicate and coordinate effectively across multi‑location, highly visible government environments.

• Experience administering or supporting UNIX, Linux, and Windows server/client environments.
• Knowledge of or hands‑on experience with…