- 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.
- Must be able to work shift schedule
- U.S. Citizenship
- Must have an active/current Top Secret clearance with SCI eligibility.
- Must be able to obtain DHS Suitability
- 6+ years of directly relevant experience
- 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
- 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.
- Experience interfacing directly with customer and program management team.
- Experience providing status to program management and input to customer status reports
- DoD M Compliance at IAT Level I
- Information Technology Infrastructure Library (ITIL) certification
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3212 Technical Support with Security Clearance - Arlington, United States - Quantum Science Solutions
Description
Technical Support - Specialist - TS0- Full Performance Quantum Science Solutions 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.
QSS is seeking a Tier 1 Technician/Specialist to perform a wide variety of technical tasks in support of operations, production and test environments.
Responsibilities:
This position requires shift work Required Skills:
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:
Tier II experience:
Prioritize incidents. Perform detailed troubleshooting, root cause analysis. Determine multi-user, multi-system correlations.
Required Education:
HS diploma Desired Certifications: