EOC Operations Analyst

Empower; Washington (District of Columbia); Presencial; USD 28.000 - 42.000; Jornada completa

Descripción de la vacante

Empower AI is seeking an EOC Operations Analyst to support the Department of State with hybrid VPC and global network infrastructure operations. The role focuses on Tier II incident resolution, monitoring, and performance reporting to ensure business requirements are met.

Ideal candidates have 4+ years of experience, an Associate's degree or equivalent, ITIL 4 Foundation, and a Secret Security Clearance, with preference for related certifications. Physical duties and travel requirements apply.

Formación

• 4+ years of experience in a related role.
• Associate's degree or equivalent experience.
• ITIL 4 Foundation Certification.
• Secret Security Clearance.

Responsabilidades

• Provide data entry, documentation, tracking, and management of all reported problems, requests, and status inquiries.
• Ensure incidents and problems are logged into the Ticket Management System and managed per customer requirements.
• Use enterprise monitoring to track system health, capacity, and performance across locations; coordinate with customer support agencies.
• Analyze performance trends, monitor resource utilization, reallocate components to improve efficiency, and generate regular performance reports.

Conocimientos

Incident management

Documentation

Monitoring

Crisis management

Educación

Associate's degree or equivalent experience

ITIL 4 Foundation Certification

Secret Security Clearance

Herramientas

Ticket Management System

RBAC

Descripción del empleo

EOC Operations Analyst

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

We have an exciting opportunity at the Department of State! The Enterprise Operations Center Analyst is responsible for the operations supporting the hybrid VPC and global network infrastructure for the customer. This position supports all Tier II incidents.

Responsibilties:

• You will provide data entry, documentation, tracking, and management of all reported problems, requests, and status inquiries.
• You will ensure that all incidents and problems are accurately logged into the Ticket Management System and managed in accordance with customer requirements.
• You will use enterprise monitoring capabilities to monitor infrastructure availability system health, and capacity across all customer locations, track component failures, perform proactive diagnostics, and coordinate with the customer support agencies.
• Additionally, you will analyze performance trends, monitor system resource utilization, reallocate components as needed to improve efficiency, and generate regular performance reports to ensure infrastructure meets business requirements and document them.
• You will also provide specialized crisis management services for domestic and global events impacting the customer.
• You will also monitor, analyze, and assess audit trails, logs, and other relevant data streams to proactively identify potential security events, unauthorized activities, or policy violations.
• You will additionally maintain enterprise account management utilizing Role-Based Access Control (RBAC) to ensure secure and managed access.

Qualifications

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

• 4+ years
• Associate's degree or equivalent experience
• ITIL 4 Foundation Certification
• Secret Security Clearance

PREFERRED REQUIREMENTS

• Comp TIA Secuity + Certification

PHYSICAL REQUIREMENTS

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 40 pounds
• Travel by land or air transportation 25 %

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.

Pay Band Min

USD $20.20/Hr.

Pay Band Max

USD $30.31/Hr.