Day & Zimmermann - Manassas, VA
posted 4 months ago
The Federal Data Center Technician position is a direct hire opportunity with SOC's client, located in Manassas, VA. This role requires an active TS/SCI clearance with Full Scope Polygraph to be considered. The technician will work on-site, with a schedule that can vary between Monday to Wednesday or Wednesday to Friday, from 6 AM to 6 PM, totaling 36 hours on-site, along with 4 hours of flexible remote work. On-call work may also be required as needed. In this role, the technician will assist and support end-users with technical issues and questions related to hardware, including compute, network, and storage systems. Support will be provided through various channels such as ServiceNow and Jira tickets, phone, email, and chat sessions. The technician will apply basic troubleshooting, issue isolation, and diagnostic techniques to identify technical problems, investigate causes, and recommend solutions or escalate tickets according to existing Standard Operating Procedures (SOPs), work instructions, and knowledge articles. The position is internal-facing, requiring the technician to create, track, and escalate tickets to engage engineers in resolving customer challenges. Additionally, the technician will be responsible for ordering and tracking replacement parts and maintaining spare parts inventory. Success in this role will be measured by the satisfactory attainment of customer service level agreements. The technician must possess the ability to effectively communicate and answer customer inquiries, provide exceptional customer service, and resolve issues in a timely manner. Excellent problem-solving skills, active listening, and strong communication skills are essential. The technician should be adaptable and able to work well in a Data Center environment, resolving customer challenges and providing accurate information. A deep and broad technical background, along with knowledge of industry trends, is necessary to operate in critical technology areas and customer groups. The technician will also mentor and consult with team members, other organizations, customers, and vendors on complex issues, acting as a consultant in service delivery, business, technology, and specific applications. The role requires the ability to resolve technical and some business incidents independently and to mentor less-experienced team members on complex incidents.