Monitoring and Incident Response Team Member

Public Trust Monitoring and Incident Response Team Member

Remote (A return to work on-site at a customer site in Washington, DC is possible)

Washington, DC

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.

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 elevate 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.

• High School Diploma or equivalent
• 4+ years of applicable work experience
• Ability to obtain and maintain a public trust security clearance
• Experience supporting Windows 7, Windows 10, and MS Office 2013
• Experience using SNOW (Service Now), Remedy or a similar ticketing system
• Strong analytical and follow-through skills
• Strong verbal and written communication 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

• Previous Service Desk Experience
• Ability to run reports
• Active Public Trust

• Pay Rate / Range: $28 - $38

The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position’s responsibilities; the candidate’s experience, education, and skills; location; travel required; and current market conditions.

This program requires US Citizenship

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans