Technical Support Specialist

4 days ago


Arlington, Virginia, United States LoudounTec Full time

Job Description

At LoudounTec, we are seeking a skilled Technical Support Specialist to join our team in supporting a U.S. Government customer on a large mission critical development and sustainment program. The successful candidate will be responsible for performing a wide variety of technical tasks in support of operations, production, and test environments.

Key Responsibilities:

  • Provide Tier I and Tier II technical support for the escalation and communication of status to agency management and internal customers.
  • Observe, analyze, and report data, and when appropriate, make necessary repairs to equipment.
  • Utilize various engineering and scientific drawings, manuals, and other related documentation in the performance of assigned tasks.

Requirements:

  • 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 providing 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.


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