Watch Officer/Sys Admin - OMS (24x7x365)

SHR Consulting Group; Arlington (VA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation

Certification reimbursement & training

Long-term career growth

Medical, dental, and vision coverage

401(k) with company contribution

Paid time off and federal holidays

Job summary

SHR Consulting Group, LLC seeks Organizational Messaging Watch Officers to provide 24x7x365 Tier I/II support for the DoD OMS suite (AMHS, NGC-ECGS, ITS, CDC, MCS, SIG, CDS). You will decide message disposition, correct intercepted traffic, notify high-priority recipients, and perform hourly health checks.

The role is on-site at the Pentagon and NCR, with rotating shifts including nights and holidays. Candidates must meet DoD certification requirements and hold an active security clearance.

Qualifications

• Experience in a DoD or large enterprise IT environment preferred.
• Familiarity with DoD organizational or record message traffic handling preferred.
• Strong documentation and ticketing skills.

Responsibilities

• Provide 24x7x365 Tier I support as the first line of customer contact, generating tickets and resolving basic issues.
• Provide Tier II support resolving complex OMS-related problems.
• Review OMS messages and make disposition decisions per profiles and access controls.
• Notify recipients of high-priority messages via phone or email.
• Prepare and transmit verified messages and print for OTC pickup.
• Create hourly system checklists and perform hourly health checks.
• Monitor message archiving services and resolve related issues.
• Coordinate correction of messages delivered via SMTP and handle NDNs.
• Coordinate with DISA OMS to report and resolve problems.
• Generate DISA TMS reports documenting outages and restorations.
• Process requests for Plain Language Address changes and updates.
• Register OM organizations and AMHS end users; manage permissions.
• Complete OMPOC registrations within required timelines.
• Maintain a SharePoint listing of OM customers and contacts.

Skills

Customer support

Windows Server administration

Communication

Time management

Job description

SHR Consulting Group, LLC is a small business delivering enterprise IT, cybersecurity, and program management services to the Department of Defense and federal civilian agencies. We support mission-critical infrastructure at the Pentagon and across the National Capital Region, and we invest in our people through competitive compensation, professional certification support, and long-term career growth on stable, multi-year programs.

About SHR Consulting Group

SHR Consulting Group, LLC is a small business delivering enterprise IT, cybersecurity, and program management services to the Department of Defense and federal civilian agencies. We support mission-critical infrastructure at the Pentagon and across the National Capital Region, and we invest in our people through competitive compensation, professional certification support, and long-term career growth on stable, multi-year programs.

Position Summary

SHR Consulting Group is seeking Organizational Messaging Watch Officers to provide continuous 24x7x365 Tier I and Tier II support for the DoD Organizational Messaging System suite, covering AMHS, NGC-ECGS, ITS, CDC, MCS, SIG, and the Cross Domain Solution. This team is the front line for record message traffic that carries Emergency Command Precedence, Flash, and Immediate messages across DoD and partner networks. You will make message disposition decisions, correct intercepted traffic, notify recipients of high-precedence messages, perform hourly system health checks, and administer customer registration and Plain Language Address changes.

Key Responsibilities

• Provide 24x7x365 Tier I support as the first line of customer contact, generating tickets and resolving basic customer issues including general inquiries, password recovery, and navigation assistance
• Provide Tier II support resolving complicated technical problems relevant to the OMS environment
• Review OMS messages based on content restriction profiles and Discretionary Access Controls, make disposition decisions, correct intercepted messages due to errors, and trace messages to confirm successful delivery
• Notify recipients by phone or email upon receipt of high-precedence messages, including Emergency Command Precedence (Y), Flash (Z), and Operational Immediate (O)
• Prepare and transmit verified originated messages received from the Over the Counter (OTC) or OTC-Email account on behalf of the sending organization, and print and prepare messages for OTC pick-up by verified users
• Create hourly system check lists and perform hourly checks to identify issues with the health and integrity of the OMS suite of systems
• Monitor successful operation of message archiving services and identify, analyze, and resolve problems affecting operations and administration
• Identify and coordinate correction of OM messages delivered via SMTP to intended recipients, handle Non-Delivery Notices (NDNs), and initiate NDN notification
• Coordinate with the DISA OMS to report and resolve regional and global system-level problems
• Generate DISA Ticket Management System (TMS) reports recording outages, restoration times, problem resolutions, and customer data
• Process customer requests for creation, addition, deletion, and modification of managed Plain Language Addresses, submitting Proforma-formatted change request messages to the DISA National Gateway Center and Naval Directory Update Service
• Register OM organizations in Address Lists and Address Indicator Groups (AIGs), register AMHS end users, administer organizational account permission levels, and establish AMHS delivery methods
• Complete OMPOC registration requests within three business days for routine requests and four hours for urgent requests, meeting the 85% performance threshold
• Create and maintain a comprehensive SharePoint listing of OM customers and OMPOC contact information broken down by requesting agency, delivery method, and managed Address List/AIG

Minimum Qualifications

• Customer support, help desk, watch floor, or systems administration experience in an operational IT environment
• Familiarity with DoD organizational or record message traffic handling, message precedence, and Plain Language Addresses strongly preferred
• Working knowledge of Windows Server administration and enterprise application monitoring
• Demonstrated ability to conduct service interruption event management, triage, and escalation under time pressure
• Strong attention to detail and disciplined adherence to Standard Operating Procedures and hourly check routines
• Excellent oral and written communication skills, including direct telephone and email notification to message recipients
• Willingness and availability to work rotating shifts including nights, weekends, and holidays
• Experience in a DoD or comparable large, complex enterprise IT environment preferred

Certification Requirements

DoD 8570.01-M / DoD 8140 IAT Level II certification required prior to start. Computing environment certification in Microsoft Server/compute-related technologies required. AMHS or ECGS training required; SHR provides training support for candidates who do not yet hold it. Certifications must be uploaded to CMIS within five days of start date.

Security Clearance

Active Secret clearance required at minimum; approximately half of the positions on this team require an active Top Secret clearance. U.S. citizenship required.

Work Environment

On-site at the Pentagon Reservation and designated alternate sites within the National Capital Region. This is a shift-based position in a secure facility; telework is not available for watch coverage.

Location

Pentagon Reservation, Washington, DC, and designated alternate sites

Schedule

Full-time, 24x7x365 rotating shift coverage including nights, weekends, and holidays

Benefits

• Competitive salary commensurate with experience and clearance level
• Comprehensive medical, dental, and vision coverage
• 401(k) with company contribution
• Paid time off and eleven federal holidays
• Certification reimbursement and training support (DoD 8140 baseline and computing environment certifications)
• Life and disability insurance

The above salary range represents a general guideline; SHR considers a number of factors when determining the base salary offers such as the scope and responsibilities of the position, and the candidate's experience, education, skills and current market conditions.

SHR Consulting Group, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.