More About the Role: 

In this role the Tech Refresh Network Administrator will be responsible for:

• Tier 2 - Provides more in-depth customer support and attempts to resolve incidents that could not be resolved by Tier 1. If necessary, Tier 2 technicians will provide customer desktop support when required (e.g., hardware failures). At Tier 2, incident management usually functions alongside problem management as an analysis of incidents may indicate a larger problem.
• Demonstrating innovative engineering acumen for improvements to site, location, or enterprise performance.
• Performs technical refresh activities at local sites when required
• Making recommendations that enhance efficiencies for network monitoring, management, and overall operations.
• Participating in engineering designs/decisions that impact technical refresh of components directly impacting mission success.
• May manage implementation, installation, and technical refresh projects within a site or locale.
• May require unpacking, moving network components of average weight and volume.
• Will require local travel to other sites for tech refresh updates when needed.
• Problems faced are difficult and often complex. May require detailed information gathering, analysis, and investigation to understand problems. Regularly employs creativity and ingenuity for new technical solutions applicable across the enterprise, drawing heavily on prior experience.
• May influence other technical staff through explanation of facts, policies, and practices
• Completes initial categorization of Service Requests (type, sub-type, location device, priority, etc.) 
• Uses experience and knowledge articles to understand/implement potential workarounds 
• Resolves incidents or escalates to next tier as necessary
• Updates knowledge articles and handles "how to" questions 
• May configure, deploy, manage, and maintain network monitoring systems used by the technicians to ensure availability and overall performance of system and network services.
• Uses administrative access to network components to research errors, incidents, problems and to perform incident analysis and identify potential problems. 
• Resolving Service Requests 
• Routing Service Requests to the appropriate organization required for incident resolution.
• Performs root cause analyses.
• Completes problem resolutions associated with incident ticket(s)
• Entering solutions into the Solutions database

You’ll Bring These Qualifications:

• IAT II, CCNA (or Industry Equivalent) 
• TS/SCI security clearance with ability to obtain a CI poly 

Education:

High School/GED 9 Yrs

Associates 7 Yrs

Bachelors 5 Yrs

Masters 3 Yrs

PhD 1 Yrs

Bison Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law.