Job Details
Title: Technical Support - Specialist Lvl4
PIPELINE Position
Description:
Solutions 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. Solutions LLC is seeking a Tier 1 Technician/Specialist to perform a wide variety of technical tasks in support of operations, production and test environments.
Responsibilities:
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
Required Skills:
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
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 customer and program management team.
Experience providing status to program management and input to customer status reports.
Required Education:
HS diploma
Desired Certifications:
DoD 8570.1-M Compliance at IAT Level I
Information Technology Infrastructure Library (ITIL) certification
Notes: PIPELINE POSITION
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