Help Desk Support Specialist (Server) (Midnight shift)

Soft Tech Consulting•Alexandria, VA

1d•Onsite

About The Position

Soft Tech Consulting is seeking a highly capable Help Desk Support Specialist (Server) to lead midnight shift operations within the Network Operations Center (NOC). This role involves overseeing network monitoring, managing technical support activities, and ensuring continuous operational excellence. The ideal candidate will serve as a shift lead, providing guidance to Watchstanders and acting as a liaison between technical staff and management.

Requirements

UNITED STATES CITIZEN
REQUIRES SECRET CLEARANCE
A degree in the field of computer science or a related discipline is preferred.
Two current IT certifications such as CompTIA A+, CCNA, Network+, etc. (Required).
Minimum 2 yrs. of Tier1/Tier2 server support experience to include network, security, and peripheral devices.
At least two years of general hands-on experience in a PC/network helpdesk or technical support environment.
Must have experience with troubleshooting a Microsoft Windows Infrastructure to include Server OS 2012/2019, Desktop OS 10/11.
Must have a strong background with Microsoft Active Directory to include Users and Computes and Sites and Services.
Must have experience utilizing remote support tools such as Dame Ware, RDP and RemotelyAnyware.
At least one year of network and application support experience.
At least two years’ experience supervising small technical teams.
Have a good IT base to draw upon and be able and willing to learn new applications and related hardware devices under general supervision.
Strong written and communication skills.
Able to work independently with little to no oversight.

Nice To Haves

Experience using and supporting IBM Maximo/Computerized Maintenance Management Systems (CMMS) application software is a plus.
Working knowledge of technical security systems such as CCTV, alarms, and access control is highly desired.

Responsibilities

Manage the daily/shift activities of the STOC including the Watch Standers - act on any technical faults or issues, maintain cleanliness, organization (documentation), operation and monitor the logbook.
Provide supplemental training, guidance, and mentorship to the Watch Standers to enhance their technical and communication skills. Identify any weaknesses and training needs.
Prioritize and manage the midnight shifts workload, ensuring efficient allocation of task and resources.
Acknowledge and/or verify that the Watch Standers have communicated to the customer within 30 minutes that we have received and are reviewing their request.
Ensure that all technical support and commissioning operations are acted on promptly, effectively and closed out promptly, meeting established metrics, service level agreements, and contractual obligations.
Under the direction of Operations Manager/Government Managers, initiate, plan, execute, monitor, and complete special projects.
Assign work orders to appropriate technical teams, personally follow-up on any urgent action.
Conduct quality control checks and audit work completed by other Watchstanders. Review shift and work order logs for completeness and accuracy.
Maintain the operations support duty roster. Ensure that 24/7/365 customer support is available for assigned shift.
Perform Tier I and Tier ll troubleshooting, including hardware, operating system, software, and application support. To include the completion of assigned work orders.
Collect and track relevant data and statistics and record network operations support accomplishments for inclusion in weekly reports.
Check SolarWinds concerning network and systems status on a recurring basis and take or initiate action to address problems or issues.
Maintain a log and track metrics on network outages.
Participate in the production, update, and maintenance of all standard operating procedures (SOPs), Desk Top Procedures, and up-to-date IP list on SharePoint.
Other related duties as assigned.