Salient CRGT Network/Systems Associate 1 in Selfridge ANGB, Michigan
Are you looking for a new and exciting career opportunity?
Join our award-winning organization and work with some of the most talented minds within our Enterprise Technology and Innovation teams.As a Salient CRGT employee, you get to be part of a best performing team supporting our nation’s most critical missions.
Why Salient CRGT ?
We’re passionate about the inspirational missions of our customers and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health and well-being of our nation. We provide the tools and resources to help you be successful, and our culture fosters an environment in which idea sharing and collaboration is essential. Are you ready to make a difference?
The ideal candidate will be responsible for providingOperational Support to support our 24x7 Service Desk organization. Daily duties and responsibilities include:
Provide 24/7 support to users in both live and on-call support environments
Respond to production system issue procedures
Provide remote support to users for systems and application software problems
Receive calls/emails from users, diagnose problems and recommend and/or implement solutions
Utilize, update and maintain data in Footprints, the service desk software solutions database, to include knowledge base entries and statistical reports
Log and record all actions from the operational Support Center (service desk).
Open, track and close trouble tickets (see Attachment B) to ensure problem resolution and promote end-user satisfaction
Respond to trouble tickets/support requests via telephone and email.
Perform daily/weekly website and Footprints management functions
Report and update trouble tickets in a timely, clear and concise manner
Provide trouble report information
Provide tracking metrics monthly
Production Outage Events/Trouble Ticket Resolution.
Each of our employees are responsible for taking all necessary to resolve a trouble tickets within a defined response time based upon assigned ticket priority (critical – low). The response time is the amount of time the employee has to analyze the problem and respond to the customer with either a resolution or request for additional information to continue working on a resolution. If the problem is critical or serious, the he/she shall continue to work the problem in real time until the issue is resolved or a workaround is identified. The priority of an incident is determined by: number of personnel/customers affected, impact to the organization, and ability to provide a work around.
A High school diploma plus 2 years of applicable IT experience required. However, an Associates Degree and/or military experience may be substituted for the two years of IT experience.
Must demonstrate you will be successful operating in an Operations or Call Center environment and become proficient in ticketing software.
Must possess a current DoD Secret clearance
Must be capable of studying for and passing the Security + Exam, should the client require the government customer require DoD 8570 IAT II compliance in the future.#MSreqs#tmreqs #super6#muncyreqs
Salient CRGT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity or expression, veteran status, disability, genetic information, or any other factor prohibited by applicable anti-discrimination laws.
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Job Location(s) US-MI-Selfridge ANGB
Job ID 2020-10753
LCAT Network/Systems Assoc 1
Work Status Full-Time Regular
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