Job Title: Service Center Analyst - PAC C4I
Posted by: Enterprise Information Services on Oct 10, 2019
Location:
Norfolk , VAJob Description:
Enterprise Information Services (EIS) is currently seeking candidates with general knowledge, understanding, and experience to provide Tier 1 support for NAVWAR PEO C4I programs at the NESD Naval Information Warfare Centers-Atlantic, NWIC, (formerly SPAWAR-Atlantic) in Norfolk, VA:
NAVWAR PMW 120 Battlespace Awareness Information Operations, which provides intelligence, meteorological, oceanographic, and information operations data, products and services (aka METOC systems). NAVWAR PMW 170: Communications and GPS Navigation (aka SATCOM systems), which provides and supports interoperable, cost-effective positioning, navigation, and timing services, assured and resilient communications, and GPS navigation to enable information warfare capabilities for maritime forces. Other NAVWAR C4I Systems Support: Provide support for other C4I systems to include: Global Command and Control Systems (GCCS, GCCS_J/M, GCCS Ashore), Joint Automated Deep Operations Coordination System (JADOCS), Theater Battle Management Core Systems (TBMCS), Navy Information Application Product Suite (NIAPS), Navy Tactical Command Support System (NTCSS), and Optimized Organizational Maintenance Activity (OOMA).EIS is a leading mid-tier solutions integrator providing Systems Engineering, Information Technology, and Program Management Office (PMO) services and solutions to the Federal Government for more than 25 years. EIS employs more than 400 professionals in 40 locations in over 25 states and OCONUS.
Responsibilities
Provide technical support and troubleshooting for PMW 120 METOC systems and PMW 170 SATCOM systems support to fleet system administrators and maintainers. Diagnose and resolve software issues as well as logistics and administrative questions. Advise customer on appropriate action(s) towards resolution. Follow standard help desk procedures. Log all help desk interactions in IT Service Management/Remedy. Redirect problems to appropriate resources. Identify and escalate situations requiring urgent attention. Track and route problems, requests, and document resolutions. Prepare various activity reports and respond to data and metrics calls. Stay current with system information, changes and updates. Interacts daily with supervisor, peer groups, and customers. Rotating shifts provide 24-hour support 7 days per week with occasional on-call weekends.
Qualifications
1+ years of prior IT Helpdesk related work experience in a Windows call center environment. 1 year of experience with BMC Remedy ARS, Remedy ITSM, HEAT, TrackIT, Magic, Peregrine, or other ticketing systems is a must. Familiar with basic networking concepts and protocols Experience supporting Microsoft Office and Windows OS in an enterprise environment Familiarity with Excel, PowerPoint, Outlook, Word and Database Software Understanding of Databases and Knowledge Management (KM) tools. Strong Oral and written communication skills Customer Service orientated Problem analysis Problem-solving
EIS is an Equal Opportunity Employer/M/F/V/Disabled.
Pay Rate:
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About Enterprise Information Services, Inc
Enterprise Information (EIS) is a leading mid-tier solutions integrator providing Systems Engineering, Information Technology, and Program Management Office (PMO) services and solutions to the Federal Government for more than 25 years. EIS employs more than 350 professionals in 40 locations in over 25 states and OCONUS. EIS is an agile and dynamic company with relentless focus on customer mission success and delivering the best value to all our clients under all engagements. EIS is CMMI DEV and SVC Maturity Level 3 appraised and ISO 9001:2015, 20000-1:2011, and 27001:2013 certified company. EIS enjoys excellent financial stability and has remained debt-free since inception. EIS is a small business under a 500 employee NAICS size standard. Services • IT Software and Systems Services (Software Engineering, Agile DevOps, Software Development, Systems/Software IV&V and QA, Biometrics) • IT Infrastructure Services (Cloud, IT Infrastructure, Network and Data Center Operations, DBA, System Administration, Network Engineering, Telecommunications, VTC, Mobile Solutions, Big Data, Data Analytics) • Customer IT Support (Help Desk, End User IT Support) • IT Security (Information Assurance, Information Security, Cyber Security, Policy and Compliance, Hardware, Forensics) • IT Advisory Services (IT Governance, Systems Engineering/ SETA; Enterprise and Data Architecture, Portfolio Management, CPIC) • Professional/Business Services (Project/Program Management/PMO, Major Systems Acquisition, Business/ Financial Management, EVM, Logistics, Training, HR) Mission EIS is dedicated to complete customer satisfaction through delivering high-quality and innovative services and solutions.