What are the responsibilities and job description for the Night Shift IT Support position at Dezign Concepts LLC?
20250131-0000-01
Active Top Secret Clearance with Poly Required
Salary Range: Up to $125K (salary may be higher with education and experience)
Job Summary
The Application Resiliency Cadre (ARC) Team provides 24x7 enterprise Tier 2 support to ensure system stability and rapid incident resolution for critical government applications. As a Night Shift ARC Team Member, you will be responsible for persistent chat monitoring, email management, and incident resolution while ensuring seamless shift-to-shift continuity.
This role requires strong troubleshooting skills, effective communication, and the ability to manage multiple tasks in a high-stakes operational environment. The ideal candidate is dependable and able to maintain a consistent work schedule while providing structured, documented support across shifts.
Please Note:
This job requires an existing Top Secret Clearance and Polygraph.
Responsibilities and Duties
- Persistent Chat Monitoring
- Monitor and respond promptly to inquiries in the eCables_Support persistent chat throughout the shift.
- Acknowledge and assist users in real-time, ensuring their issues are addressed effectively.
- Escalate critical issues to Tier 3 support when necessary.
- Document chat interactions in the appropriate systems to maintain visibility and continuity.
- Incident Management
- Monitor and manage the following dashboards and tools:
- ESP ServiceNow Incident Queue (Tier 2 support)
- Grafana Health Dashboard
- Operator Workspace (OW) for 40 eCables ecosystems
- Work and update open INC tickets throughout the shift, ensuring accurate documentation.
- Update Work Notes for each ticket to reflect progress and any pending actions.
- Incoming shift members will assign tickets to themselves based on priority—tickets are not reassigned at shift change.
- Close stale INC tickets after 72 hours if no customer response is received. Notify customers that a new INC must be opened if the issue persists.
- Search ESP ServiceNow Knowledge Base for relevant articles and provide them to customers for self-resolution when applicable.
- Engage with internal teams and Tier 3 support for escalations when necessary.
- Monitor and manage the following dashboards and tools:
- eCables_Support Email Management
- Monitor and manage the eCables_Support email inbox throughout the shift.
- Review, prioritize, and respond to incoming emails related to eCables support.
- Create Outlook rules and filters to organize incoming emails from:
- Event Management System Alerts
- Contract Team Lead
- Staff Leadership
- Escalate critical email requests or issues requiring immediate attention.
- Ensure unresolved emails are documented for the incoming shift.
- Shift Continuity & Handoff Documentation
- Provide a detailed shift handoff report summarizing open incidents, escalations, and pending actions.
- Ensure Work Notes are up to date for all open INC tickets.
- Update Confluence with status reports, action items, and key shift details as needed.
- Verify all documentation is accurate, complete, and accessible for future shifts.
- Communicate any unresolved issues clearly to ensure the incoming shift can seamlessly continue operations.
Experience Needed:
- Citizenship: Must Be a US Citizen
- Existing Clearance Required: Active Top Secret SCI with Poly
- Experience in IT operations, incident management, or enterprise support in a 24x7 environment.
- Strong troubleshooting and analytical skills to diagnose and resolve issues quickly.
- Ability to manage multiple incident queues, dashboards, and communications tools simultaneously.
- Excellent verbal and written communication skills, including documentation of:
- Persistent chat interactions
- Email responses
- INC tickets (Work Notes updates)
- Shift handoff reports
- Proficiency in the following applications:
- MS Outlook (rules creation, email filtering, prioritization)
- ServiceNow (ESP) for ticket management and knowledge base searches
- Dependable to work a consistent work schedule and adhere to shift coverage requirements.
- Familiarity with JIRA (for task tracking and workflow management).
- Experience with Confluence (for maintaining status reports and action items).
- Prior experience with eCables, EMS ecosystems, and enterprise monitoring tools.
- Familiarity with ESP Interactions, ServiceNow workflows, and enterprise ITSM practices.
- ITIL certification or similar incident management framework knowledge.
Benefits
Our comprehensive benefits package includes Medical, Dental, Vision, Health Savings Account, Paid Time Off, Holidays, Social Events, Employee Assistance Program, Team Building Activities, 401K, Tuition Assistance, and more.
Contact Us: Main Number: 1-888-663-2690 | info@Dezign-Concepts.com | www.dezign-concepts.com
Dezign Concepts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Salary : $125,000
