Cyber Systems Support Specialist / Help Desk II

A proficient Cyber Systems Support Specialist to address end-user technical support queries on the Persistent Cyber Training Environment (PCTE) platform.

The position involves documenting, monitoring, and resolving reported issues while ensuring adherence to operational service level standards.

The specialist will utilize product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions.

The candidate will offer guidance on issue resolution approaches and escalate issues as needed. Moreover, responsibilities extend to supporting software and device installations / upgrades, setting up user profiles, and maintaining user accounts to meet response time and quality service level standards.

Essential Job Functions : As a member of the platform support team, the engineer will utilize Jira

Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its

peak performance. They will oversee the creation of user accounts, address platform issues

raised by users, and ensure swift resolutions. Furthermore, they will incorporate user feedback

for ongoing improvements to the customer experience. This comprehensive support

encompasses systems categorized under Unclassified, Sec / REL, and Top-Secret security levels.

Required Skills

Possess strong written and verbal communication skills to collaborate seamlessly within

a team environment and support stakeholders.

Display meticulous attention to detail while entering user information to ensure

accuracy, maintaining a commitment to error rates below 5%, minimizing the need for

corrective actions.

Ability to analyze real-world problems and implement solutions following corporate

guidelines, industry best practices, and established procedures.

Offer professional-level support for IT, virtual environments, and network functions,

addressing a range of technical challenges.

Thrive as a self-starter in a dynamic and fast-paced environment, collaborating

effectively with engineers of varying skill levels and experience.

Display sensitivity and adaptability to meet customer needs and requirements

effectively.

Required Clearance :

For this role, an active Top Secret / Sensitive Compartmented Information

TS / SCI) clearance, with either Full Scope or Counterintelligence (CI) Polygraph, is mandatory.

Desired Skills

Demonstrated expertise in administering software systems within virtual machine and

container-based hybrid cloud environments.

Support the configuration, execution, and troubleshooting of virtual environments

created by users within PCTE.

Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single

Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).

Proven ability to prioritize and manage multiple tasks, projects, and demands

concurrently.

Interact proficiently with vendors, users, customers, and developers to comprehend

evolving needs and operational requirements impacting the production environment to

deliver comprehensive solutions.

Proficiency in resolving technical issues encompassing diverse integrated software and

hardware platforms.

The ideal candidate should demonstrate flexibility in their work schedule, including the

ability to work different shifts and weekends.

Required Education / Experience

Bachelor's degree in a technical discipline such as IT, computer science, systems or

software engineering from an accredited college or university. (5 years’ experience in

lieu of degree)

8570 Compliant IAT Level II or greater. Security+, CISSP or other equivalent certification

required within six months of hire.

Other Requirements

In accordance with the specifications of a government contract, eligibility

for this position mandates U.S. Citizenship status and a TS / SCI security clearance. The precise

security clearance requisites will be detailed in the Government's Task Order.