Join Ignite IT, a trusted partner for federal agencies, as we work together to modernize infrastructure, enhance collaboration, and create resilient, high-performance systems. We're expanding our support and ready for an EOC Engineer to become a part of our dynamic team.

What You’ll Do

• Manage, track, report, process and assign tickets daily.
• Responsible for opening, tracking and closing tickets.
• Perform proactive network and systems monitoring.
• Assist in restoring service when outages occur.
• Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
• Define and classify level, priority and nature of problem, request and/or issue.
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
• Actively manage incident tickets and provide status updates on each ticket per SLA.
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
• Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
• Conduct continuous improvement service desk support and update knowledge base as required.
• Perform systems administration troubleshooting and support.
• Work in shift duties which includes 1st, 2nd, 3rd and swing shift.