Job Description:

Aperture Federal, an Akima Company, supports the Intelligence, DoD, and Science and Research communities with tools, domain knowledge, analyst teams and essential mission staffing services. We continually seek people with the skills, experience and passion to successfully leverage the complete intelligence lifecycle across America’s most critical initiatives. As an Alaska Native Corporation (ANC), 100% of our company’s profits go back to our more than 14,000 Iñupiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment.

Background: 

The U.S. Geological Survey’s (USGS) Water Mission Area (WMA) has a requirement for operations support services by two Operations/Technical Support Analysts to provide user support, incident management, and problem management as part of the ITIL Service Operation process. This includes responding to users request for services and reported incidents through a variety of channels, providing initial triage, troubleshooting, and escalation when appropriate. It includes maintaining a knowledgebase, documenting problems, and creating reports, as well as, updating standard operating procedures, technical diagrams, and the configuration management database. Additionally, analytical activities including gathering and analyzing data in support of Service Level Agreement (SLA) operations and enhancement, identification of issues impacting both infrastructure and applications. Finally, the Operations/Technical Support Analyst shall provide technical expertise and coordinate cross-training exercises for other operations team members in the service support, incident, and problem management processes.

Purpose:

WMA is dedicated to the deployment of high-end information technology products to enhance data storage and access methods against natural resources datasets. The Contractor shall work with the Enterprise Technology Office (ETO) and shall perform work organized within the ETO generated by the ETO service desk standard operation procedures and produce standardized outcomes for the operation and optimization of application health; provide user support, triage, troubleshooting, and escalation services for service requests and incidents for applications and infrastructure as part of the ITIL Service Operations process.

Responsibilities: 

The Contractor shall provide user support

• Initial contact for users and clients via phone, chat, and service desk tickets. Ensure that tickets are submitted as soon as the contact is received and capture all the required request and/or issue information outlined in the service desk SOP.


• Notify the customer of the steps that will be followed to troubleshoot the reported problem and, if possible, provide an approximate timeframe for problem resolution.


• Help develop and utilize the knowledge base to assist callers with issue resolution.


• Escalate, as appropriate, incidents or requests to the appropriate manager or higher tier teams for resolution. The contractor shall communicate with the next tier support person, provide background information, and assistance as needed to complete the transfer (warm transfer).


• Follow up with the customer to confirm that an incident or request has been satisfactorily resolved. Whether the ticket has been escalated to higher support tiers or remains with Tier 1, this position retains the responsibility to resolve/close tickets.


• Request the reporter’s permission to close the incident or request. Update the relevant knowledgebase or problem management entry. Ensure incident ticket accuracy and completeness. If a knowledgebase or problem management entry does not exist, work with the Operations manager to create one.


• Verify and provide updates to the configuration management database (CMDB) as needed.


• Participate in after action meetings and analysis, provide input to process improvements, and help write summary reports and collect metrics to improve service desk processes and response.

The Contractor shall help with notification and communication to users and stakeholders for planned and unplanned events and outages.

• Email notifications of planned and unplanned outages to stakeholder groups using standard templates and SOPs for format and distribution.


• Post information about planned and unplanned outages on the ETO website including updating calendars, notification lists, and website pages.


• Correlate Service Desk tickets to planned and unplanned events and outages.

The Contractor shall provide technical expertise in support of the ITIL Service Operations process with regard to service desk.

• Participate in cross-training of Enterprise Service team members related to service desk operation and processes.


• Provide user and customer training on Service Desk processes and procedures.


• Use matrices and standard procedures to categorize issues impacting Infrastructure and Application availability.


• Collect metrics to support defined Service Level Agreements and Key Performance Indicators


• Review and test new monitors as they are released. 

Physical Demands/Travel:

• Services will be performed through Telework, offsite of a USGS office.


• Travel is not expected for this task order.

Minimum Qualifications:

• Education requirements:
  
  
  • 4 years’ experience; Or, Bachelor’s degree plus 2 years’ experience
  
  
  
  


• Experience using monitoring and IT discovery tools to troubleshoot IT systems such as Zabbix, Nagios, nmap, Cloud Checker, vCenter, BigFix, etc.


• At least 1 year of experience and possess basic understanding of Linux and Windows operating systems, and networking, and having knowledge of how web-based applications are deployed and function.


• Ability to read and understand technical documentation and diagrams.


• Excellent oral and written communication skills.


• Ability to work effectively with personnel across the organization.

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position.  This is not intended to be a complete list of all duties, responsibilities, and skills required.  Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary.  We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

 

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job-assist@akima.com or 571-353-7053.   Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website. 

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

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