Technical Support Associate - Senior

Pensacola, FL

Full Time

Professional Services

Entry Level

Title: Technical Support Associate – Senior

Description:
Solutions³ LLC 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.

Solutions³LLC is seeking a Technical Support Associate – Senior to perform a wide variety of technical tasks in support of operations, production, and test environments.
This position requires support during assigned shifts, including nights/weekends
Eligibility:

Must be a US Citizen
Must have an active Top Secret clearance with SCI eligibility
Must be able to obtain DHS Suitability prior to starting employment
4+ years of directly relevant experience

Responsibilities Include:

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.

Required Skills:

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 customers and program management team
Experience providing status to program management and input to customer status reports

Desired Certifications: DoD 8570.1-M Compliance at IAT Level I, Information Technology Infrastructure Library (ITIL) certification
Required Education: High School diploma or equivalent is required

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Provide the level of Security Clearance you currently hold.*

Do you understand the job responsibilities and feel you would be successful in executing these tasks? If yes, please be prepared to provide examples during an interview or email them in advance of an interview.*

Do you understand the required job skills and feel you have those skills? If yes, please be prepared to provide examples during an interview and/or email them in advance of an interview.*

Is the location shown in the Job Description within communicating distance for you? Assuming typical traffic patterns, the prime will not accept anyone more than 2-hrs from the site location. **

The client will require their own suitability process. This will need to be completed BEFORE an official start date can be determined. This process could take anywhere between 4-6 weeks. Would this inhibit you from moving forward?*

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Technical Support Associate - Senior

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