Tier 2 Lead

Job Summary:

Support all aspects of the FCC’s IT Infrastructure by delivering and maintaining a robust, flexible, secure, and efficient technology portfolio while tracking all efforts performed in the FCC’s IT Service Management System.

Responsibilities:

  • Support the Transition-In activities
  • Participate in the Service Center Unification assessment and design
  • Provide Service Center Operations on-site and remote support to all FCC facilities and field offices
  • Provide queue management, SLA monitoring, scheduling, and Tier 2 KBs
  • Track all work in the FCC IT Service Management (ITSM) system
  • Conduct a monthly service ticket review with the COR or a person designated by the COR
  • Measure the quality of services to end users and submit the results and recommendations for improvement to the Government for review and approval monthly
  • Coordinate and support all requests from the Chief Information Officer (CIO) or other Bureau /Offices for demonstrations in the FCC Technology Center (FCCTEC)
  • Provide support for major applications and software for licensing and tracking
  • Provide COOP and disaster recovery (DR) support; manage COOP related activities immediately upon notification by executing the COOP plan and checklists

Requirements: (Clearance/Citizenship)

  • Must possess the ability to clear Public Trust
  • Proficient knowledge in managing Tier 2 activities
  • Strong analytical skills and ability to lead Tier 2 activities on a large program

Experience:

  • 3-5 Years Relevant experience

Education:

  • Bachelor’s in Information Technology or relevant area

Shift information:

  • 6:00am – 6:00pm Monday – Friday
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