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HELP DESK SPECIALIST (OPERATIONS CENTER TECHNICAL LEAD)
Job Code - JC1320 Job Location - Quantico,US
Division - Information Technology Security Clearance - Top Secret/SCI
Skills -

Founded in 1989, CALNET, Inc. is a privately held company in the Technology, Intelligence Analysis, and Language Services consulting arena. Headquartered in Reston, VA and with a branch office in San Diego, CALNET employees deliver true value to our customers by employing best practices, world class technologies industry expertise in every project. CALNET is an ISO 9001, ISO 20000, CMMI-Level III and ISO 27001:2013 certified.  

We are currently searching for a talented, professional “HELP DESK SPECIALIST (OPERATIONS CENTER TECHNICAL LEAD) in Quantico, VA. We are looking for a candidate with Information Technology (IT) services background for a The Space and Naval Warfare Systems Center, Pacific (SSC Pacific) contract to provide Cyber Support Services related to the United States Marine Corps Cyberspace Operations Group (MCCOG). The objective is to support the MCCOG in carrying out the technical, engineering, operations, maintenance, and management functions that support global network operations and defense of the Marine Corps Enterprise Network (GEN). The GEN is comprised of Eight Information Technology (IT) Support Centers (ITSCs) which are responsible for the management and compliance of devices (specifically workstations and other endpoints) within their regions; and the Quantico Operations Center which monitors network operations 24x7x365 through an array of strategically positioned sensors to ensure the availability and security of the GEN.  Specifically, the Operations Center monitors three major areas of the GEN: (1) threats and vulnerabilities; (2) Information Technology (IT) systems status and performance; and (3) global Government operations.

 

Responsibilities:

·         Technical Lead of the Operations Center supervising and leading a technical team providing Tier I, II, and III-level support for the GEN.

·         In charge of managing the staffing shifts, knowledge base, customer support operations, and overall ITIL v3 compliance in accordance of the SLAs.

·         Provides Service Desk services to all subordinate office IT group for unclassified and classified services.

·         Monitors Ticket submission and tracking through multiple means such as single number and single Web interface.

·         Documents, assesses, tracks, resolves, and fulfills Service Desk incidents, problems, events, and requests in accordance with the documented Incident Management and Problem Management processes.

·         Coordinates with the Watch Teams and Government representatives to resolve events, incidents, and problems in accordance with the Event Management, Incident Management, and Problem Management processes such as anomalies that affect more than one user.

·         Continuously recommends improvements to documented processes and procedures.

·         Provides users technical assistance and guidance to resolve service delivery issues.

 

 

Required Skills:

  • At least five years of demonstrated experience leading technical personnel in the fields of business process management and/or managing a help desk environment.
  • Information Assurance Manager (IAM) level II.
  • ITIL v3 Foundation Certification.

 

Education: 

  • A minimum of a Bachelor’s degree in Management or related Technology field.


Clearance:

  • Active Top Secret / SCI



This opportunity is in Quantico, VA. To be considered for this opportunity, please send a word copy of your resume to helena@calnet.com

CALNET, Inc. offers a competitive salary and a generous benefits package.  This package includes medical, dental, vision, life, short and long-term disability insurances, a 401(k)-retirement savings plan, and generous leave time.


CALNET, Inc. is an Equal Opportunity Employer. EEO/M/F/D/V


www.CALNET.com

 

 



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