Technical Support Specialist
4 days ago
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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