Technical Support Associate

2 weeks ago

Pensacola, FL, United States Nine Mind Solutions Full time

We are 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.

We are seeking a Technical Support Associate - Senior to perform a wide variety of technical tasks in support of operations, production, and test environments. This position requires support during assigned shifts, including nights/weekends.

Eligibility:

  • Must be a US Citizen
  • Must have an active Top Secret clearance with SCI eligibility
  • Must be able to obtain DHS Suitability prior to starting employment
  • 4+ years of directly relevant experience
Responsibilities Include:
  • 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.
Required Skills:
  • 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 customers and program management team
  • Experience providing status to program management and input to customer status reports

Desired Certifications: DoD 8570.1-M Compliance at IAT Level I, Information Technology Infrastructure Library (ITIL) certification
Required Education: High School diploma or equivalent is required

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