Watch Officer/Sys Admin - OMS (24x7x365)

SHR Consulting Group, LLC is a small business delivering enterprise IT, cybersecurity, and program management services to the Department of Defense and federal civilian agencies. We support mission-critical infrastructure at the Pentagon and across the National Capital Region, and we invest in our people through competitive compensation, professional certification support, and long-term career growth on stable, multi-year programs.

About the role

SHR Consulting Group is seeking Organizational Messaging Watch Officers to provide continuous 24x7x365 Tier I and Tier II support for the DoD Organizational Messaging System suite, covering AMHS, NGC-ECGS, ITS, CDC, MCS, SIG, and the Cross Domain Solution. This team is the front line for record message traffic that carries Emergency Command Precedence, Flash, and Immediate messages across DoD and partner networks.

Responsibilities

• Provide 24x7x365 Tier I support as the first line of customer contact, generating tickets and resolving basic customer issues including general inquiries, password recovery, and navigation assistance
• Provide Tier II support resolving complicated technical problems relevant to the OMS environment
• Review OMS messages based on content restriction profiles and Discretionary Access Controls, make disposition decisions, correct intercepted messages due to errors, and trace messages to confirm successful delivery
• Notify recipients by phone or email upon receipt of high-precedence messages, including Emergency Command Precedence (Y), Flash (Z), and Operational Immediate (O)
• Prepare and transmit verified originated messages received from the Over the Counter (OTC) or OTC-Email account on behalf of the sending organization, and print and prepare messages for OTC pick-up by verified users
• Create hourly system check lists and perform hourly checks to identify issues with the health and integrity of the OMS suite of systems
• Monitor successful operation of message archiving services and identify, analyze, and resolve problems affecting operations and administration
• Identify and coordinate correction of OM messages delivered via SMTP to intended recipients, handle Non-Delivery Notices (NDNs), and initiate NDN notification
• Coordinate with the DISA OMS to report and resolve regional and global system-level problems
• Generate DISA Ticket Management System (TMS) reports recording outages, restoration times, problem resolutions, and customer data
• Process customer requests for creation, addition, deletion, and modification of managed Plain Language Addresses, submitting Proforma-formatted change request messages to the DISA National Gateway Center and Naval Directory Update Service
• Register OM organizations in Address Lists and Address Indicator Groups (AIGs), register AMHS end users, administer organizational account permission levels, and establish AMHS delivery methods
• Complete OMPOC registration requests within three business days for routine requests and four hours for urgent requests, meeting the 85% performance threshold
• Create and maintain a comprehensive SharePoint listing of OM customers and OMPOC contact information broken down by requesting agency, delivery method, and managed Address List/AIG

Requirements

• Customer support, help desk, watch floor, or systems administration experience in an operational IT environment
• Familiarity with DoD organizational or record message traffic handling, message precedence, and Plain Language Addresses strongly preferred
• Working knowledge of Windows Server administration and enterprise application monitoring
• Demonstrated ability to conduct service interruption event management, triage, and escalation under time pressure
• Strong attention to detail and disciplined adherence to Standard Operating Procedures and hourly check routines
• Excellent oral and written communication skills, including direct telephone and email notification to message recipients
• Willingness and availability to work rotating shifts including nights, weekends, and holidays
• Experience in a DoD or comparable large, complex enterprise IT environment preferred

Qualifications

• DoD 8570.01-M / DoD 8140 IAT Level II certification required prior to start
• Computing environment certification in Microsoft Server/compute-related technologies required
• AMHS or ECGS training required; SHR provides training support for candidates who do not yet hold it
• Certifications must be uploaded to CMIS within five days of start date
• Active Secret clearance required at minimum; approximately half of the positions on this team require an active Top Secret clearance
• U.S. citizenship required

Work Environment

• On-site at the Pentagon Reservation and designated alternate sites within the National Capital Region
• Shift-based position in a secure facility; telework is not available for watch coverage

Location: Pentagon Reservation, Washington, DC, and designated alternate sites

Schedule

Full-time, 24x7x365 rotating shift coverage including nights, weekends, and holidays

Benefits

• Comprehensive medical, dental, and vision coverage
• 401(k) with company contribution
• Paid time off and eleven federal holidays
• Certification reimbursement and training support (DoD 8140 baseline and computing environment certifications)
• Life and disability insurance

The salary range represents a general guideline; SHR considers a number of factors when determining the base salary offers such as the scope and responsibilities of the position, and the candidate's experience, education, skills and current market conditions.