What are the responsibilities and job description for the Technical Support Tier 2 Specialist position at Full Visbility?
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About Us
Full Visibility was established by technology industry veterans with extensive client and consulting backgrounds. The Full Visibility team is unique in recognizing that the level of transparency the client receives often leads to extraordinarily successful engagements. Our focus is on delivering quality solutions that exceed project specifications, and which provide our clients with full visibility into their businesses.
Job Description
Technical Support Tier 2 Specialist – Quantico, VA
Full Visibility is seeking a Technical Support Tier 2 Specialist to work in Quantico, VA. Candidate must possess an active Top Secret clearance.
The Technical Support Tier 2 Specialist will possess proficient and working knowledge of internet technologies in order to understand the data provided to end-users. The candidate will learn and understand the variety of electronic surveillance (ELSUR) data presented using project systems and provide appropriate level of training and helpdesk support to ensure the efficient and proper use of the software provided by the team to users. The successful candidate will create any necessary handouts, job aides, email instructions, or other materials that facilitate the implementation of the system used to support the field and ensure the systems are properly maintained and operational. The ideal candidate will also be available for O&M support, available and on call, as needed, for critical software issues. Support will include but is not limited to knowledge of HTML and providing timely alerts to the designated representative when systems are inoperable or inaccessible to end-users. The Technical Support Tier 2 Specialist will be able to train Tier 1 support personnel, perform pilot testing for new project implementations, support the project's software end-users by means of remote technical support, and provide technical knowledge and assessment of ELSUR to end-users.
Requirements
- Active Top Secret Clearance
- At least 5 (5 ) years of Tier 2 Technical Support or Help Desk Technician experience
- Prior application support or user advocate experience
- Expert knowledge with foundational IT concepts: TCP/IP networking, LAN/WAN, Wireless, Internet applications, including browsers and social media applications
- Familiar with AD, DNS, DHCP (Verify user account in Active Directory and its permission groups, troubleshoot network settings)
- Have excellent written and verbal communication skills and be able to converse with end-users who have a wide range of technical understanding
- Experience searching and updating an internal knowledge base
- Experience using a ticketing system, resolving service tickets or escalating to other support entities as needed, and performing RCA processes on recurring incidents providing RCA reporting within specified SLA
- Ability to create a Standard Operating Procedure (SOP) based on routine tasks performed with collaboration and approvals and the ability to train Tier 1 level staff on SOPs
Benefits
About Full Visibility
Full Visibility LLC is a federally certified Small Business that delivers innovative technical solutions to address the nation’s most critical and sensitive missions. Founded in 2006, our extensive technical capabilities and expertise support federal and state government agencies with over 100 cleared technical experts specializing in mission solution areas of Digital, AI & Analytics, Cyber, and Engineering.
Our technologists are recognized as industry leaders with demonstrated expertise in innovating and transforming our client environments in support of national security and law enforcement. Headquartered in Tysons, VA – with locations in Chantilly, VA, Quantico, VA, and Huntsville, AL – we have specialized experience supporting sensitive missions and an understanding of the niche skillsets required to overcome challenges in these environments. Our clients benefit from an enthusiastic and reliable team of talent with high employee morale and retention based on our FULL EMPLOYEE approach where each employee’s professional and personal well-being is considered. Our focus on employee development, success, and morale is demonstrated by our consecutive top ranking as the Best Place to Work by the Washington Business Journal as a thirteen-time honoree. Full Visibility has also been included on the Inc. 5000 Fastest-Growing Private Companies in America list nine times since 2014.
Full Visibility currently has over 20 active contracts with 100 billable staff supporting 21 clients in the Intelligence and Law Enforcement communities. As part of our commitment to partnerships, we are teammates with 13 prime contract holders. Additionally, Full Visibility holds contracts on several vehicles, such as GSA Multiple Award Schedule (MAS), DISA SETI, DIA SITE III, HCaTS, as well as several classified vehicles. Our portfolio includes experience serving the Department of Defense, Department of Homeland Security, Department of Justice, and Department of Veterans Affairs, as well as commercial clients.
Contact recruiting@fullvisibility.com for any questions or concerns related to this position or our company.
To review our company benefit offerings please visit https://www.fullvisibility.com/benefits.