Technical Support Associate - Senior

Job Description

Job Description

Title : Technical Support Associate Senior

Description :

Solutions³ LLC is supporting a U.S. Government customer on a large mission critical development and sustainment program to design, build, deliver, and operate a network operations environment, including introducing new cyber capabilities to address emerging threats.

Solutions³LLC is seeking a Technical Support Associate Senior to perform a wide variety of technical tasks in support of operations, production, and test environments.

This position requires support during assigned shifts, including nights / weekends

Eligibility :

• Must be a US Citizen
• Must have an active Top Secret clearance with SCI eligibility
• Must be able to obtain DHS Suitability prior to starting employment
• 4+ years of directly relevant experience

Responsibilities Include :

• Supports and provides Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis, and resolution of problems
• Provides support for the escalation and communication of status to agency management and internal customers
• Observes, analyzes and reports data; and when appropriate makes necessary repairs to equipment
• Utilizes various engineering and scientific drawings, manuals and other related documentation in the performance of assigned tasks.

Required Skills :

• Experience and / or familiarity with one or more of the following : M365, Call Distribution Systems, Red Hat, Microsoft Windows (10, 11), VMware, SharePoint
• Experience with monitoring system health and status
• Experience documenting problems and resolutions through a tracking program
• Experience performing various administrative duties and provide technical assistance, with the supervision of a team leader to remotely located users
• Tier I experience : General troubleshooting, triage, or performance of specific tasks (i.e. user account creation, password resets / unlocks, share drive access, remote software installations)

Desired Skills :

• Experience interfacing with the following groups : software development, testing, integration, deployment, sustainment, maintenance, etc.
• Experience working in an Agile environment
• Experience with ITIL methodology
• Experience and / or familiarity with one or more of the following shell scripts : Bourne, C, Krone, Bash, Perl, etc.
• Experience and / or familiarity with one or more of the following : TCP / IP, Cisco switches and routers, VLAN, firewall, VPN, storage arrays (RAID, Blades), etc.
• Experience performing incident response (tiered support model), using an Incident Management System
• Tier II experience : Prioritize incidents. Perform detailed troubleshooting, root cause analysis. Determine multi-user, multi-system correlations
• Experience interfacing directly with customers and program management team
• Experience providing status to program management and input to customer status reports

Desired Certifications : DoD 8570.1-M Compliance at IAT Level I, Information Technology Infrastructure Library (ITIL) certification

Required Education : High School diploma or equivalent is required

Powered by JazzHR

EzwSpDZtXn