Technical Support - Specialist - TS04 - Open The Technical Support Specialist role performs a wide variety of technical tasks in support of operations, production and test environments. 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 creates necessary documentation to facilitate repairs to equipment. Utilizes various engineering and scientific drawings, manuals, and other related documentation in the performance of assigned tasks. This position requires shift work. Required Skills:
• 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: Solaris, AIX, Red Hat, IRIS, Microsoft Windows (2000, XP, 2003), VMware, SharePoint, Citrix.
• 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 desired
• Experience with ITIL methodology desired.
• 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.
• Tier III: Provide system administrative support to correct deficiencies noted in the trouble ticketing system for COTS and GOTS software packages.
• 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