The IBS Global Response Center (GRC) Enterprise Watch is the premier 24-hour point of contact, monitoring system health and data flow for IBS Enterprise operations. The GRC is primarily responsible for ensuring end-to-end enterprise connectivity to provide assured dissemination to the joint and collaborating nation (CN) war-fighter. Our team of experts utilize various DoD and proprietary tools available at our disposal to globally monitor and keep abreast of any developments that may cause system degradation.
Duties and Responsibilities:
Provide 24/7 Help Desk for IBS Customer Support to Provide daily interaction with customer to resolve system related issues
Gather information through discussions with customers and system technicians to identify root cause of issues and provide mitigation strategies in accordance with the system standards
Provide support to system users and system troubleshooting for customers, technicians and overall system health
Consult with system technicians and system users for proper programming of system application, and advise/assist the system technicians as the "eyes" of the system
Documentation and analysis of trouble tickets, escalation point to engineers, and ensuring ticket resolution
Provide 24/7 Health & Status monitoring and reporting of IBS Enterprise o Generate system reports and analysis of data to provide detailed diagnosis and solutions to customers regarding information reported
Provide daily analysis of system applications interpreting system health and defining proactive and strategic approach to system maintenance
Perform timely analysis on IBS metrics and provide assessments on system performance and recommendations for IBS system optimization
Gather, consolidate, and report IBS Enterprise Reliability, Maintainability, and Availability (RMA) data
Monitor and report anomalies on the physical, data link, network, and transport layers of IBS Enterprise encompassing local and wide area networks, end-to-end telecommunications and circuit switching systems
Occasional Travel may be required
Security Clearance: MUST have a minimum of TS/SCI clearance.
Minimum of 2 (two) years of experience performing help desk support functions
Experience leading short projects involving outside teams
Strong sense of ownership, urgency and drive
Excellent analytical skills
Excellent communication skills
Preference for candidates with flexible schedules, and those willing to work mid and evening shifts.
Experience with Joint Service intelligence systems and mission support
IMT Corporation, a Mission Essential Company is a small business which provides a fulfilling work environment fostering the opportunity for team and personal success. Becoming a key member of IMT positions you to impact a critical global mission and positively influence the direction of the company.
IMT is a premier service provider for Information Management Solutions for complex, mission-critical needs. Since 2006, IMT has evolved into a leading provider of Information Management system engineering, software development, information assurance, system sustainment and is the lead provider of technical support for the Integrated Broadcast Service (IBS) enterprise. IBS is the worldwide Department of Defense (DoD) standard network for transmitting tactical and strategic intelligence and targeting data to all levels of Joint Service operational users. IMT has earned a reputation as an innovator and pioneer in complex information management solutions. Headquartered in Fairfax, VA IMT employs professionals in offices located throughout the United States and around the world.