Tier 2/3 Service Desk Analyst / Active Secret

Peraton is seeking to hire a Hybrid Cloud Service Desk Analyst who will do the following:

• Support US Marine Corps (USMC) enterprise-level data center operations.
• Enable management, monitoring, incident response, and management for USMC application hosting environment for world-wide customers.

Location: Kansas City, MO 

What you will do:

As a Hybrid Cloud Service Desk Analyst (Tier 2 Service Desk) (TAC Analyst) you will be responsible for ensuring operations and security of critical infrastructure supporting worldwide USMC operations.  The TAC Analyst is responsible for managing, monitoring, responding to incidents, and supporting the hybrid cloud datacenter infrastructure and hosted application administrators for the USMC enterprise application hosting environment

Responsibilities include:

• Perform Tier 2 hybrid cloud data center TAC processes, functions, activities, and tasks.
• Perform: Incident Management, Event Management, Request Fulfillment, Platform Patching, ITSM Queue Management, Bridge Management, Call Center Management actions.
• Serve as the initial triage and resolution point for all shift-based activities and performs resolution, escalation or recall actions and activities as directed by SOP or Service Desk Shift Lead.
• Respond to events and executes triage, troubleshooting, remediation, restoral of service for hybrid cloud datacenter systems (on-prem and cloud) including Windows/Linux Servers, CISCO and VMWare NSX networking equipment, SQL/Oracle databases, VMWare Virtualization systems (ESXi, vSphere, vCenter, vROPS/Aria, NSX-T, etc), NetBackup, NetApp & Unity storage, and facilities equipment/systems.
• Assist in preparing for and executing shift transition with oncoming and off going Shift Lead, ensuring an comprehensive and orderly transfer of knowledge, schedule, equipment, tasks and activities across shift roles.
• Execute Service Desk Battle Rhythm activities and assigned activities: Data Center Equipment Checks, COP Monitoring, Platform Patch Preparation/Execution, Database and Platform Backup Initiation, Preventative Maintenance on Data Center equipment, services and applications, Customer/Stakeholder Notification, etc.).
• Support 24x7x365 TAC shift operations.

Required:

• Bachelors degree and minimum of 3 years of relevant experience. 
  • Will consider HS diploma with an additional 4 years of experience in lieu of the bachelors degree requirement.
• Must have demonstrated mid-level experience in Enterprise/Data Center Service Desk Operations, BMC Remedy Service Management Suite (or similar Enterprise-level ITSM tool).
• Demonstrated knowledge and experience with Microsoft Windows Server, RHEL, LAN/WAN networking, Proxy/Reverse Proxy, VMWare virtualization environments, VMWare Aria Operations Management Suite, Log Management tools, NetBackup, Microsoft SQL, Oracle, VSphere, Active Directory/Directory Services, and ACAS.
• Specific expertise in ITSM, Incident Management, Event Management, Knowledge Management, Problem Management, Customer Service and Data Center technologies. 
• IAT II Certification/8140 Certification (Systems Admin-Intermediate).
• ITIL Foundations certification or training.
• U.S. citizenship required. 
• Active Secret security clearance.

Preferred Qualifications:

• Cloud (AWS/Azure) certification or technology-specific certification.