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Desktop Support Specialist

Responsibilities:

  • Perform Tier III support.
  • May perform team lead functions.
  • Oversee Technical Support personnel.
  • Interface directly with customer and program management team.
  • Provide status to program management and input to customer status reports.
  • Experience and/or familiarity with one or more of the following: Solaris, AIX, Red Hat, IRIS, Microsoft Windows (2000, XP, 2003), VMware, Sharepoint, Citrix
  • Install, maintain, configure application and middleware software, equipment and systems
  • Monitor system health and status
  • Provide user support including, password reset, tools, access, etc.
  • Document problems and resolutions through a tracking program
  • Perform various administrative duties and provide technical assistance, with the supervision of a team leader to remotely located users
  • Interface with the following groups: software development, testing, integration, deployment, sustainment, maintenance, etc.
  • Support shift work
  • 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.
  • Perform Incident Response (tiered support model), using an Incident Management System
    • Tier I: General troubleshooting, triage, or performance of specific tasks (i. e. user account creation, password resets/unlocks, share drive access, remote software installations). Escalation to Tier II
    • Tier II: Prioritize incidents. Perform detailed troubleshooting, root cause analysis. Determine multi-user, multi-system correlations. Escalation to Tier III
    • Tier III: Provide system administrative support to correct deficiencies noted in the trouble ticketing system for COTS and GOTS software packages

Qualifications

Active Top Secret clearance required

  • High School diploma or equivalent is required

Required skills include:

  • Eight (8) or more years of technical support experience required
  • Experience with disaster recovery, backup systems required

Certifications:

  • One or more of the following certifications required: Certified Ethical Hacker (CEH), Cisco Certified Network Associate or Professional (CCNA, CCNP, etc.), Microsoft certifications (MCP, MCDST, MCSA, etc.), Cloud certifications.
  • DoD 8570. 1-M Compliance at IAT Level I certification required
  • Information Technology Infrastructure Library (ITIL) certification desired

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.



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