Technical Support

1 week ago


Pensacola, United States Pelican Staffing Remote Work Freelance Full time $20
Summary:
  • Technical Support - Associate Senior - TS03
  • LT3378
  • Pensacola, FL (Hybrid)

LoudounTec 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. LoudounTec 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

Requirements/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:
  • High School diploma or equivalent is required

Desired Certifications:
  • DoD 8570.1-M Compliance at IAT Level I
  • Information Technology Infrastructure Library (ITIL) certification
  • 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
  • 4+ 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)

Skills:
  • DoD 8570.1-M Compliance
  • (ITIL) certification
  • Agile
  • RAID
  • Cisco
  • Root cause analysis


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