Level 1 (Tier 1) Data Center Support - ValidaTek - Denver, CO

ValidaTek, Inc. is an award-winning mature SBA 8(a) Certified Small Business that provides high-security mission-critical IT services to the Federal Government. Our commitment to excellence in service delivery has resulted in dramatic growth and an expanding client base that includes several U.S. Federal Departments. The corporate infrastructure is robust and based on industry best practices as evidenced by our DCAA Approved accounting system, Top Secret (TS) facility clearance, ISO 9001:2008, ISO 20000-1:2011, and ISO 27001:2013 certifications, and CMMI Level 3 for Services (CMMI-SVC Level 3) and CMMI Level 3 for Development (CMMI-DEV Level 3) appraisals. We pride ourselves in being the best and only attracting and retaining the best talent to fuel our rapid growth. We promote a strong employee-focused corporate culture that provides a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their contributions and we all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

Position Description:
This Job Requisition is for a Temporary Full Time position filling a vacancy due to a Military deployment of an existing Full time Permanent staff member. Estimated length of employment 12-18 months.

The Level 1 (Tier 1) Data Center Support Technician is responsible for detailed Data Center operational documentation and reporting of events with follow-through until resolution. The Data Center Support Technician is responsible for monitoring systems across a multi-platform environment and answering incoming calls, processing alerts and tickets while following through a completion or escalation. The candidate must follow operational procedures and guidelines established by management to include some knowledge of the business structure and interdependencies between departmental applications.

Each L1 Technician is required to pass the internal L1 Datacenter Certification test after an intensive two week training period

24/7/365 Supporting Day and Night Shifts. (Day) 6:00 AM to 6:30 PM and (Night) 6:00 PM to 6:30 AM

Shifts may rotate between nights, days, front half of the week, and back half of the week

Responsibilities:
Provide systems availability monitoring and reporting/escalation services

Provide systems diagnostics monitoring and reporting/escalation services

Perform incident capture, verification, diagnostics and escalations

Monitor the Remedy ticket queue and assign tickets according to SOPs

Perform Level I designated first call resolution

Maintain knowledge base documentation

Provide a timely response to customer queries for assistance

Perform routine Data Center environment checks

Perform monthly rack audits of all Data Center devices

Provide escorting/oversight for Vendors working in the Data Center

Position Requirements/Qualifications:
Required: Entry level IT service delivery experience

Required: Experience with Microsoft server products

Required: Experience with Remedy incident management system

Required: Basic knowledge of PC and Server Hardware

Required: Ability to follow defined standard operating procedures

Required: Strong verbal and written communication skills

Preferred: Beginner knowledge of Virtual Center administration

Preferred: Experience with system monitoring applications (e.g.,NetIQ, AppManager Suite, SolarWinds)

Preferred: Self-driven with the ability to successfully work and promote inclusiveness in small groups

Education and Certifications

Preferred: ITIL Certification