Technical Support Specialist - Lvl4
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 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