Tier I/Ii Network Analyst (100% Remote - Rotating Shifts)

Work Where it Matters
Akima Systems Engineering (ASE), an Akima company, is not just another federal systems support contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.
At ASE, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.
For our shareholders, ASE provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.
For our government customers, ASE delivers solutions in maritime IT, systems engineering, and integration across the Department of Defense and stands ready to help improve operational performance at a reasonable and sustainable cost.
As an ASE employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
Job Summary:
Provides Tier I/II support for U.S. Coast Guard project to migrate Cisco routers from existing Verizon circuits to AT&T circuits. The ideal candidate will be able to support a rotating shift schedule.
Job Responsibilities:

• Assists with SOP development and process improvement.
• Provides immediate Tier I/II support or escalates as needed.
• Records remedial/escalation/resolution actions IAW contract SLAs.
• Handles basic issues and problems, and refers more complex issues to higher-level staff.
• Assists with developing and recording support metrics.
• Ingests tickets/customer inquiries via ticketing system, phone, email, or Teams.
• Analyzes workload, including traffic and utilization trends.

While performing remote work, video teleconferencing is expected in a distraction-free environment. A neutral or professional background (can be a corporate-approved digital background) and appropriate professional dress (e.g., no T-shirts, sweatshirts, etc.) are required.
Minimum Qualifications:

• Minimum two years' experience providing technical customer support in a military or federal help desk or network operations center
• Public trust clearance or higher
• Current IAT Level II certification

Desired Qualifications:

• Hands-on Remedy experience
• Bachelor's Degree
• USCG IT experience

We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, and would like to request a reasonable accommodation for any part of the employment process, please contact us at [email protected] or 571-353-7053 (information about job applications status is not available at this contract information).
Job: Information Technology
Travel: No
Organization: ASE
Clearance: Public Trust
Shift: Variable
Work Type: Remote
Req ID: ASE00541