Job description

Overview:Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for nearly 35 years.

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IMG* is hiring part-time ITOC Watch Officer with TS/SCI at its Colorado Springs, CO location.
Responsibilities:Position Description:
Provides 24x7 ITOC services. The liaison between Tier 1, Tier 2, and other directorates, including call centers and other service lanes represented with the ITOC. Sit onsite with the Government watch officer. Service Desk Specialist Level 2: Provides first contact and incident resolution to customers and hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests. Provides polite and friendly customer service.

Essential Job Functions:

• Monitor and track service impacting changes in the enterprise infrastructure.
• Work with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the enterprise
• Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools
• Assist with the development and maintenance of standard operation monitoring procedures
• Assist with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, documenting a timeline of events)
• Preparing, updating, and reporting Situational Awareness to the ESOC PMO and Client Liaisons
• Monitor planned and unplanned service impacting changes
• Assist with preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
• Assist with SharePoint Outage Tracker entries and updates
• Assist with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
• Archiving of Daily Operations Report and Shift Change Log (Day Shift)
• Perform trend analysis reports as requested
• Check on the status of Critical Site Tickets and close if possible
• Check on the status of Prolonged/Multiple Transfers of Tickets and close if possible
• Performs Tier 1 vetting and triage of incident tickets to facilitate accurate and effective outage handling procedures and resolution.

Qualifications:Shifts Available:

This position is part-time, with work being performed on Saturdays and Sundays. The below shifts are available:

- Mids: 6:00 pm - 6:00 am

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Clearance Required: *TS/SCI prior to consideration

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Certifications Required:*

• Must meet DoD 8570 IAT Level II and one of the following:
• A+ CE (CompTIA)
• HDI-CSR (Customer Service Representative)
• HDI-SCD (HDI Support Center Director)
• HDI-SCA (HDI Support Center Analyst)
• ITIL FoundationMicrosoft Office 365

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Education/*Experience: High School Diploma + 9 years of relevant experience, Associate's Degree + 7 years of relevant experience, Bachelor's Degree or higher + 5 years of experience, or a Master's Degree + 3 years of experience.

• Technical background and strong IT skills/knowledge in networking, exchange, or desktop support

• Strong understanding of ITIL concepts

• Proficient in word processing, spreadsheets, and desktop applications

• Strong communication and interpersonal skills

• Strong logic and analytical skills

• Strong customer service skills and experience

• Excellent oral and written communication skills

• Proven ability to multi-task, prioritize, and maintain attention to detail in a fast-paced environment

• Basic knowledge of ServiceNow, Windows Desktops, or other IT Service Management System

COVID-19 Regulations: As required by Executive Order 14042 and the guidance provided by the Federal Workforce Task Force, all federal contractor employees are required to be fully compliant with customer COVID-19 regulations. IMG will provide additional information regarding these requirements and how you can request an exception if needed.

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IMG COMPANY BENEFITS*

• Health, dental, vision, and life insurance
• Short term and long term disability insurance
• 401(k) with generous company match
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• 15 days of personal leave plus paid federal holidays
• Professional development and training assistance

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Information Management Group, Inc. is an equal opportunity 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.*
Max: USD $85,910.30/Yr.

Location: 8610 Explorer Dr., Colorado Springs, CO 80920

Job Type: Part-time

Pay: Up to $85,910.30 per year

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