Mid and Senior Level Help-Desk Support Specialists

4 weeks ago

Maryland Line, United States Falcon IT & Staffing Solutions Full time
16th April, 2024

Role: Mid and Senior Level Help-Desk Support Specialists.
Location: Fort Meade, MD.

Job Description:
We are searching for proficient Cyber Systems Support Specialists (Help Desk Support Specialists) to address end-user technical support queries on the Persistent Cyber Training Environment (PCTE) platform.

The position involves documenting, monitoring, and resolving reported issues while ensuring adherence to operational service level standards. The specialist will utilize product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions.

The candidate will offer guidance on issue resolution approaches and escalate issues as needed. Moreover, responsibilities extend to supporting software and device installations/upgrades, setting up user profiles, and maintaining user accounts to meet response time and quality service level standards.

Essential Job Functions:
As a member of the platform support team, the engineer will utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.

They will oversee the creation of user accounts, address platform issues raised by users, and ensure swift resolutions. Furthermore, they will incorporate user feedback for ongoing improvements to the customer experience.

This comprehensive support encompasses systems categorized under Unclassified, Sec/REL, and Top-Secret security levels.

Required Education/Experience:
  • Bachelor's degree in a technical discipline such as IT, computer science, systems, or software engineering from an accredited college or university. (5 years experience in lieu of degree).
  • 8570 Compliant IAT Level II or greater. Security+, CISSP or other equivalent certification is required within six months of hire.
TEAMWORK AND COLLABORATION
Required Skills:
  • Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
  • Display meticulous attention to detail while entering user information to ensure accuracy, maintaining a commitment to error rates below 5%, and minimizing the need for corrective actions.
  • Ability to analyze real-world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.
  • Offer professional-level support for IT, virtual environments, and network functions, addressing a range of technical challenges.
  • Thrive as a self-starter in a dynamic and fast-paced environment, collaborating effectively with engineers of varying skill levels and experience.
  • Display sensitivity and adaptability to meet customer needs and requirements effectively.
Required Clearance:
TS/SCI Poly (highly desirable).
Will consider TS/SCI for certain qualified candidates.

Desired Skills:
  • Demonstrated expertise in administering software systems within a virtual machine and container-based hybrid cloud environments.
  • Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.
  • Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).
  • Proven ability to prioritize and manage multiple tasks, projects, and demands concurrently.
  • Interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.
  • Proficiency in resolving technical issues encompassing diverse integrated software and hardware platforms.
  • The ideal candidate should demonstrate flexibility in their work schedule, including the ability to work different shifts and weekends.

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