Technical Support - Specialist

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.