Technical Support Specialist

1 week ago

Warner Robins, Georgia, United States Credence company Full time
Job Title: Technical Support Specialist

Credence Management Solutions, LLC is seeking a Technical Support Specialist to support our C2ISR Division. The successful candidate will oversee, assist, and advise the Division on a wide array of functions and tasks that support successful Life Cycle Management (LCM) to reach mission performance goals.

Key Responsibilities:
  • Provide Tier 1 technical support to system end users
  • Develop and deliver technical training to educate others or meet customer needs related to system capabilities, use, and procedures
  • Diagnose and resolve customer reported system incidents, problems, and events; coordinate with other team members to resolve complex issues and problems
  • Attend project planning and design meetings on projects related to the system; provide technical expertise and inputs into on-going system program activities
  • Maintain incident tracking and solution database
  • Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards
  • Administer accounts, network rights, and access to systems and equipment
  • Monitor and report client-level computer system performance
  • Analyze incident data for emerging trends, develop trend analysis and impact reports, make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience
  • Troubleshoot system hardware and software
  • Perform asset management/inventory of information technology (IT) resources
Requirements:
  • Active Secret Security Clearance is required
  • Minimum Recommended Education and Experience:
    • Bachelor's Degree in a related field and up to three years of experience in the respective technical/professional discipline being performed
    • OR, five years of directly related experience with proper certifications as described in the PWS labor category performance requirements
  • Relevant experience includes duties related to AF Life Cycle Management of SW in either Business IT or Weapon System programs, duties related to identifying Cybersecurity requirements and deliverables, and experience validating SW or SW applications meet Cybersecurity requirements
  • Familiarity with DoD SRGs and STIGs
  • In depth knowledge of Department Information Systems Agency (DISA) policy and guidance is required
  • Knowledge of computer networking concepts and protocols, and network security methodologies
  • Knowledge of measures or indicators of system performance and availability
  • Knowledge of successful capabilities to identify the solutions to less common and more complex system problems
  • Knowledge of procedures used for documenting and querying reported incidents, problems, and events
  • Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications
  • Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation
  • Skill in conducting research for troubleshooting novel client-level problems
  • Ability to accurately define incidents, problems, and events in the trouble ticketing system
  • Ability to develop, update, and/or maintain standard operating procedures (SOPs) and training material
Working Conditions and Physical Requirements:
  • Job may require the employee to be: willing to travel if required, in a stationary position 50% of the time, able to ascend/descend stairs as required, and able to move equipment not to exceed 25 lbs as needed

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