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Tier I Senior (Network Control Center Analyst I) 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
About the Organization Constellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions along with non-IT subject matter expertise world-wide. Established in 1997, Constellation West continues as an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill across the nation with multiple agencies such as the Department of Veteran Affairs, Department of Defense, civilian agencies, and national intelligence community. Many of the positions supporting U.S. federal government require our employees be granted security clearances.

Constellation West provides fully integrated solutions spanning all aspects of system/network engineering, system/network administration, data management, information assurance, quality assurance, full lifecycle support, software development, and geospatial information services. Constellation West looks for the right people ready to step up and be part of a dynamic team.

If you are looking for a new challenge and a rewarding opportunity to apply your expertise, knowledge, and problem solving skills, come join our team! Constellation West offers competitive salary and benefits including:

• Tuition reimbursement
• Competitive 401(k) plan
• Competitive Health Benefits
• 10 Paid Holidays!!
• 15 PTO Days!
• Veteran Hiring Preference

Constellation West is proud to be an EEO/AA employer M/F/D/V
Category Information Technology  

Position Summary:

Provide data center IT support in a 7x24x365 environment. Responds to and diagnoses problems through interactions with users. Includes problem recognition, research, isolation, and resolution steps. Typically is able to resolve less complex problems immediately, while more complex problems are assigned to senior level support. Involves the use of problem management database and help desk systems. Performs ticket management which includes, identifying the issue and configuration items, assigning it to the correct support group, track ticket progress against established service level agreements and escalating as needed, crafting and sending customer notifications and internal notifications, and ensuring the resolution met the customer's needs. Requires ITIL Foundations V3 certification within 90 days of hire.

Provides expertise and guidance on ticket management operations. Functions as the lead individual on the quality assurance program. Looks for, researches and provides process improvement initiatives.

Essential Duties and Responsibilities:

  • Provide Tier I support
  • Manage incidents and service requests lifecycles
  • Handle communication with the customers providing them with status update and addressing their questions, comments and complaints
  • Report, document and escalate customer contacts; regarding issues, problems, and information given
  • Perform ticket management
  • Ensure customer satisfaction through the resolution of all issues and problems reported
  • Manage and perform the steps/actions required in the Remedy ticketing system
  • Maintain current and high level of technical skill in field of expertise
  • Perform and/or oversee security of the data center and escorting of personnel to designated areas of the computer room
  • Complete all daily logs and journals associated with maintaining computer room security and control; shift turnover information and daily activity notes
  • Support Disaster Recovery (DR) exercises
  • Other duties as assigned
Position Requirements


Minimum Qualifications:

  • Associate’s Degree technology field and two (2) years’ experience in a similar position, or a Bachelor’s Degree in computer science field
  • Demonstrated success in working with people in establishing goals, objectives, and change management plans
  • Strong communication and collaboration skills
  • Experience/training in providing technical support
  • Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines
  • Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner
  • Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks
  • Ability to easily adapt to and learn new technologies
  • Maintain important records efficiently and accurately
  • Maintain confidentiality of information processed or prepared
  • Perform duties and responsibilities independently
  • Ability to coordinate, research, and analyze special projects/reports
  • Proficient knowledge of database structure with the ability to enter, manipulate, and report data
  • Establish and maintain effective working relationships with other employees, supervisory personnel, and customers
  • Perform time management and scheduling functions, meet deadlines, and set project priorities, including following up on such functions or projects
  • Ability to perform duties with awareness of all requirements and policies
  • Must possess positive, professional interpersonal skills

Desired Qualifications:

  • Bachelor’s Degree in computer science field
  • Five (5) years’ experience in data center support related field
  • Demonstrated successful project management skills
  • ITIL Foundations V3 certification

Technical Skills:

  • BMC Remedy and related products
  • An understanding of networks, servers, and other data center equipment and systems

Language and Communication Skills:

  • Ability to compose, read, interpret and edit complex documents and correspondence and relate information to stakeholders
  • Communicate positively, professionally, and effectively to all stakeholders, both verbally and in writing
  • Follow detailed written and verbal instructions
  • Accurately proofread numerical and text data

Reasoning Abilities:

  • Ability to apply common sense understanding to execute instructions furnished in written, oral, or diagram form
  • Ability to problem-solve (ex. involving concrete variables in standardized situations, etc.)
  • Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions
  • Ability to analyze and interpret data

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full-Time/Part-Time Full-Time  
Shift -not applicable-  
Location Kansas City -USDA  
Number of Openings 1  
Exempt/Non-Exempt Non-Exempt  
Req Number INF-17-00101  

This position is currently not accepting applications.

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