Join Ignite IT, a trusted partner for federal agencies, as we work together to modernize infrastructure, enhance collaboration, and create resilient, high-performance systems. We're expanding our support and ready for an EOC Engineer to become a part of our dynamic team.
What You’ll Do
- Manage, track, report, process and assign tickets daily.
- Responsible for opening, tracking and closing tickets.
- Perform proactive network and systems monitoring.
- Assist in restoring service when outages occur.
- Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
- Define and classify level, priority and nature of problem, request and/or issue.
- Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
- Actively manage incident tickets and provide status updates on each ticket per SLA.
- Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
- Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
- Conduct continuous improvement service desk support and update knowledge base as required.
- Perform systems administration troubleshooting and support.
- Work in shift duties which includes 1st, 2nd, 3rd and swing shift.
Requirements
- A Minimum of 3 years of IT experience.
- A bachelor's degree
- US Citizen
- Ability to obtain a government public trust clearance.
- Experience with infrastructure and application support using Remedy or other ticketing and incident management systems.
- Familiarity and practical application of ITIL/ITSM principles.
- Excellent customer service aptitude.
- Ability to present to executive management incident debriefs and root cause analysis reports.
- Must be available for on-call support as required.
- Plan and prioritize work, both their own and that of project team.
- Good attention to details.
- Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.
- Able to present ideas in a variety of ways depending upon audience and context.
- Excellent active listening skills.
- Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented.
- Willing to work shift duties.
- Must be willing to work on Client Site.
Nice To Have:
- Experience with Linux Operating Systems.
- Experience with Network and Server monitoring tools.
- Experience supporting federal projects.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Top Skills
What We Do
Passion and Purpose. We are a start-up borne out of a group of architects and engineers providing solutions that transform with digital breakthroughs.
We Partner - Partnership to us means being all in - on the ground, in the weeds, producing and delivering mission solutions.
We Innovate - driving digital innovation and experimentation to improve decision services for the American people.
We Engage – co-creating to deliver HCD (human centered design) to solve tour customers digital challenges.
We Deliver – and take pride and accountability in everything we do.
We are Ignite IT.
Ignite IT deploys teams that are customer-obsessed, delivering a CX (Customer Experience) renaissance to our Private and Public Sector customers. We combine Commercial BX (Business of Experience) with customer delivery experts to benefit agencies to innovate and improve services and launch new digital solutions. We have built a company foundation dependent on each of our employee’s success, and provide a healthy, engaging, community where learning and knowledge sharing are encouraged. We empower our employees to be bold, continually innovate and propose new ideas to improve processes and services. We engage daily on work that touches millions of people, always focusing on positive impacts and results.
We enable mission services that enable Enterprise companies to succeed in digital transformation, protect Border Agents, deploy the Army Reserve and National Guard, providing decision dominance to make America safer. We apply these digital services across the Private and Public Sectors to include include HHS, DHS, AOUSC and Army. We aim to continually raise the bar for our customers to expect more from their digital services. For more information, visit www.igniteitservices.com
