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Technical Support
1 month ago
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) certificationAbout MY HR:
MY HR is an award-winning, woman and minority-owned firm based in Atlanta. We specialize in providing full-service professional HR services, and are proud to be an equal opportunity employer. With a commitment to excellence and a focus on diversity, we strive to help businesses of all sizes achieve their human resources goals. Follow us for more info: www.myhrmgmt.com
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MY HR is an award-winning Full-Service Professional Human Resources Consulting firm offering Staff Augmentation, Project and SOW staffing, Permanent Placement, Recruitment Process Outsourcing (RPO), Payroll Services, and full range HR Services including compliance, training, and workforce development. With our personal touch, we help small to mid-sized companies as well as Fortune 500 companies grow and strengthen in the HR area by providing customized HR solutions.
Check out our website: myhrmgmt.com