U.S. Citizenship is required.
Applicants must possess an active, Federal Government Security Clearance.
This position supports a 24x7 environment. This position is for the overnight shift.
The employee shall provide Help Desk customer support to assist customers around the world whose business hours and business days are different than that of the company. This support should be courteous, professional, front-line phone support, to include but is not limited to system and application password resets, basic supply requisition status checks, answer basic system questions and provide feedback on all problem tickets.
•Monitor critical processes and take appropriate action.
•Monitor system processes ensuring all critical and batch processes are performing as expected.
•Answer all customer calls into the Helpdesk
•Process and immediately rectify all system exception and rejected messages.
•Work with customers and personnel to ensure that all transactions are processed seamlessly by the system.
•Continually monitor all systems.
•Select, execute and control systems programs and respond to computer system messages from personnel and other systems engineers.
•Utilize monitoring tools to detect system problems, isolate and identify the source and nature of the condition, and implement action to correct such problems.
•Resolve the majority of the problems independently using industry standard operating procedures.
•Monitor PEM alarm detail screen and take appropriate action.
•Monitor Zero Latency PC’s and all DMARS systems
•Monitor the Site Scan Alarms for critical warnings. Notify the proper support organizations and staff.
•Monitor the entire computing complex including but not limited to smoke, water detection, electrical issues, A/C temperatures, generator test, and building temperatures.
•Assist (if necessary) with giving or receiving backup tapes to the Offsite Storage Vender.
•Ensure building security alarms are enabled or disabled as directed.
•Conduct building checks as determined by each site.
•Perform 8 hour rotating shifts and other functions as required.
•Knowledge of Personal Computer and network operation.
•Experience in use of Helpdesk management software.
•The ability to evaluate system problems and provide resolutions
•Ability to communicate effectively with all levels of technology users.
•High level of customer relationship skills.
Drug-Free Workplace/Drug Testing Employer: Intelligent Decisions maintains a drug-free workplace and performs pre-employment substance abuse testing. A successful drug screen is required prior to employment.
Authorization to Share Resume and Personal Information: By submitting your resume for this position, you authorize Intelligent Decisions to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should Intelligent Decisions or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.
EEO and Affirmative Action Policy: Intelligent Decisions, Inc. (ID) is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of Intelligent Decisions, Inc. to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.