General Dynamics Information Technology EMOC Duty Manager (SRF 2844) in Stennis Space Center, Mississippi

Clearance Level Must Currently Possess:

Public Trust

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Public Trust

Job Family:

Information Technology

Job Description:

Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. CSRA plays a key role in the Department's IT integration strategy through its Data Center-1 program. CSRA's DC-1 program is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement. Essential Job Functions - Installs, investigates and resolves routine matters with computer software and hardware equipment. - Shift supervisor for a Department of Homeland Security 24/7 help desk. - Oversees event data monitoring tools to track system trends and escalate active incidents. - Manages and coordinates daily team tasks, ensuring they efficiently adhere to available knowledge articles, core processes, and procedures. - Accountable to ensure SLA’s are met, customer service is exceeded and help desk personnel are aware of any new direction(s). - Direct point of contact to engage Event Coordination teams. - Required to work quickly and efficiently in a fast-paced, demanding environment. - Liaison between the help desk personnel and Management. - Assists System Administrators by providing ICCB approval as needed to implement needed changes. - Provides coaching and development assistance as needed to correct any personnel training deficiencies. - Provides smart hands support as needed, by testing, troubleshooting, installing, and repairing systems to ensure reliable function. - Maintains end-user computer systems, installing images and software as required. - Follows knowledge articles, operating processes, and procedures while maintaining record of work within the help desk ticketing system. - Acts as a customer liaison on routine technical and service problems to ensure that customer needs are met with the end goal of one-call resolution. - Analyzes, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs. - Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous resolution efforts are taking place in a timely manner. - Manages SLA timeframes to ensure they are met. - Ensures changes / maintenance are occurring in accordance with established parameters as well as certifies the change record reflects the change. Basic Qualifications - Some college or greater - Two or more years of technical support experience - Experience working with products and operating systems - Experience working with computer-related technical problems - Experience working with computer hardware for installation and upgrades - Experience working with software installation/upgrading and system maintenance procedures - Excellent written and oral communication skills - Analytical and problem-solving skills to troubleshoot systems problems - AA or equivalent + 6 yrs related experience Other Qualifications - Experience working with an escalation policy - Strong Customer Service skills - Ability to Multitask within a fast-paced environment - Basic personnel trainer skills - Good organizational skills to balance and prioritize work - Ability to work independently and as part of a team - Experience with monitoring/maintaining/securing network, operating systems, and applications - Experience with incident response and handling - Security+, Network+, Certified Ethical Hacker(CEH), MCP and/or other relevant security/OS/network certifications - Experience with Department of Homeland Security(or other Federal agency) policies/procedures - ITIL Certified - Knowledge of Service Now - Knowledge of ScienceLogic Atlas

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA MS Stennis Space Center - 9325 Cyprus Loop Rd (MSC009)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.