Major Incident Response Technician

Major Incident Response (MIR) Technician in support of the AFNCR IT Services Program's Cyber Support Center (CySC) team. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas are IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment. The MIR Technician will be the person responsible for rapid response and resolution of enterprise IT incidents and events, coordinating with internal/external teams to identify the root cause, restore service with workarounds if necessary, and communicate status to affected stakeholders throughout and following the incident. This role is to coordinate IT incident response and not specifically interface with end users but taking on issues such as site outages and driving the collective response.

RESPONSIBILITIES

• Identify major IT incidents and events based on reporting from AFNCR work centers, both internal and external to the program.
• Receive notification of an issue, either from a user calling the Service Desk or from staff observation, and triage the incident and run it to completion.
• Pull in the responsible parties (internal or external) to diagnose, fix, and communicate the IT problem/status/resolution.
• Establish and maintain communication with all stakeholders and parties to the resolution during and immediately following the incident. 
• Provide IT incident coordination, track investigation and provide resolution activities across participating teams.
• Maintain situational awareness of the incident status and impact, and provide the latest information through the Government communication and command structure.
• Work with problem management staff to identify corrective actions to the root cause and track them to closure.
• Establish troubleshooting conference calls, coordinate internal and outside parties for any incident and run troubleshooting calls through completion.
• Able to think swiftly while coordinating an incident from beginning to end whether from SCOM or Solar winds detection or customer notification.

REQUIRED QUALIFICATIONS

• Minimum DoD Secret Clearance
• Active IAT II certification: Sec+

• Bachelor's degree with 3+ years of relevant experience. Additional years of related experience, certification, and/or training may be accepted in lieu of a degree. 

• Experience performing IT incident response.

• Strong verbal and written communication skills.

• Experience coordinating with support teams, both internal and external, to respond to incidents.

• Experience working in an ITIL-based enterprise IT environment.

• Robust communication skills, experience dealing with demanding customers in a high-pressure environment.

We are seeking a Major IT Incident Response Specialist to join our team supporting the AFNCR at Joint Base Andrews, Maryland.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

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WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Joint Base Andrews (JBA), MD 
• Type of environment: Office
• Noise level: Medium
• Work schedule: Schedule is swing shift Tuesday – Saturday 2:00 pm - 10:30 pm. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizen

Active DoD Secret Clearance

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WAGE INFORMATION

Target salary range: $96,000 - $114,000.  The salary range displayed is an estimate and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements.  The displayed salary is one component of the total compensation package for employees. 

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.