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General Dynamics Information Technology EMOC Shift Lead (SRF 3230) in Stennis Space Center, Mississippi

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required



Job Family:

Systems Administration

Job Description:

Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. General Dynamics IT plays a key role in the Department's IT integration strategy through its Data Center-1 program.

General Dynamic IT DC-1 program is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement.

Essential Job Functions

• Shift supervisor for a Department of Homeland Security 24/7 help desk.

• Oversees event data monitoring tools to track system trends and escalate active incidents.

• Manages and coordinates daily team tasks, ensuring they efficiently adhere to available knowledge articles, core processes, and procedures.

• Accountable to ensure SLA's are met, customer service is exceeded and help desk personnel are aware of any new direction(s).

• Direct point of contact to engage Event Coordination teams.

• Required to work quickly and efficiently in a fast-paced, demanding environment.

• Liaison between the help desk personnel and Management.

• Assists System Administrators by providing ICCB approval as needed to implement needed changes.

• Provides coaching and development assistance as needed to correct any personnel training deficiencies.

• Provides smart hands support as needed, by testing, troubleshooting, installing, and repairing systems to ensure reliable function.

• Maintains end-user computer systems, installing images and software as required.

• Follows knowledge articles, operating processes, and procedures while maintaining record of work within the help desk ticketing system.

• Acts as a customer liaison on routine technical and service problems to ensure that customer needs are met with the end goal of one-call resolution.

• Analyzes, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs.

• Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous resolution efforts are taking place in a timely manner.

• Manages SLA timeframes to ensure they are met.

• Ensures changes / maintenance are occurring in accordance with established parameters as well as certifies the change record reflects the change.

Basic Qualifications

•AA Degree and 5 years exp

• Experience working with products and operating systems

• Experience working with computer-related technical problems

• Experience working with computer hardware for installation and upgrades

• Experience working with software installation/upgrading and system maintenance procedures

• Excellent written and oral communication skills

• Analytical and problem-solving skills to troubleshoot systems problems

Other Qualifications

• Experience working with an escalation policy

• Strong Customer Service skills

• Ability to Multitask within a fast-paced environment

• Basic personnel trainer skills

• Good organizational skills to balance and prioritize work

• Ability to work independently and as part of a team

• Experience with monitoring/maintaining/securing network, operating systems, and applications

• Experience with incident response and handling

• Strong Customer Service skills

• Ability to Multitask within a fast-paced environment

• Strong Leadership skills

• Security+, Network+, Certified Ethical Hacker(CEH), MCP and/or other relevant security/OS/network certifications

• ITIL Certified

• Knowledge of Service Now

Shift work is required.

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA MS Stennis Space Center - 9325 Cyprus Loop Rd (MSC009)

Additional Work Locations:

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Join our 35,000 everyday heroes.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.