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- 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. This position requires shift work
- 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.
- HS diploma
- DoD M Compliance at IAT Level I
- Information Technology Infrastructure Library (ITIL) certification
Technical Support Specialist - Arlington, United States - Solutions , LLC
Description
Job DescriptionJob Description
Title:
Technical Support - Specialist Lvl4
PIPELINE Position
Description :
Solutions3 LLC is supporting our prime contractor and their 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.
Solutions3 LLC is seeking a Tier 1Technician/Specialist
to perform a wide variety of technical tasks in support of operations, production and test environments.
Responsibilities :
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 :
Desired Certifications :
Notes:
PIPELINE POSITION
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