Technical Support Specialist - Solutions³ LLC
Arlington, VA
About the Job
Title: Technical Support Specialist
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 1 Technical Support Specialist to perform a wide variety of technical tasks in support of operations, production, and test environments.
Eligibility:
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 1 Technical Support Specialist to perform a wide variety of technical tasks in support of operations, production, and test environments.
Eligibility:
- Must be a US Citizen
- Must have an active Top Secret clearance with an ability to obtain SCI eligibility
- Must be able to obtain DHS Suitability prior to starting employment
- 6 years of directly relevant experience
- Must be able to work shift schedule
- 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
- Experience and/or familiarity with one or more of the following: Solaris, AIX, Red Hat, IRIS, Microsoft Windows (2000, XP, 2003), VMware, SharePoint, Citrix
- 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)
- Experience interfacing with the following groups: software development, testing, integration, deployment, sustainment, maintenance, etc.
- Experience working in an Agile environment desired
- Experience with ITIL methodology desired
- 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
- Tier III: Provide system administrative support to correct deficiencies noted in the trouble ticketing system for COTS and GOTS software packages
- Experience interfacing directly with customer and program management team
- Experience providing status to program management and input to customer status reports
- DoD 8570.1-M Compliance at IAT Level I
- Information Technology Infrastructure Library (ITIL) certification
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Source : Solutions³ LLC
