L2 Enterprise Operations Engineer

Koniag Government Services, LLC•Washington, DC

38d

About The Position

Eagle Harbor Solutions, a Koniag Government Services company, is seeking an experienced L2 Enterprise Operations Engineer with a Top Secret security clearance to support EHS and our government customer in Washington, DC. This position is for a Future New Business Opportunity. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Requirements

3-5+ years of experience with IT or computer information systems
Experience with troubleshooting IT hardware
Experience with Active Directory management
Experience with the use of IT Service Management (ITSM) tools, including BMC Remedy or ServiceNow
Knowledge of Microsoft Server Operating Systems and VMWare virtualization
Ability to work independently on projects and advanced tickets.
Bachelor’s Degree in related-field or equivalent experience.
Top Secret security clearance

Responsibilities

Coordinate with IT service center and/or EL1 Service Desk
Execute EL2 Service Request Management, Incident Management, and Problem Management processes.
Resolve EL2 tickets, i.e., customer escort, device installation, break-fix, etc.
Route and escalate remaining tickets to appropriate EL3 SMEs
Integrate with other service providers, as necessary.
Refer unrelated tickets to appropriate entity.
Complete EL2 tickets within the target time defined by the SLA.
Implement rules and Standard Operating Procedures directed by Diplomatic Security and the FAH or FAM
Maintain trouble-shooting guidelines and directories supporting the Program Office services.
Participate in other ITIL processes (configuration management, change management, release management, service-level management, availability management, capacity management, service continuity management, information security management)
Monitor IT infrastructure through prescribed tools and continuously ensure systems monitoring tools are configured to ensure comprehensive system state awareness.