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Help Desk - Technical Support Specialist

kqjdnwh39ztiohxwy1rfthjqmxh2uz01b8uqbh1m6ld6xl97ybsvanx1jwcd5656 · 30+ days ago

Arlington, VA, US

Negotiable

Full-time

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Technical Support Specialist
Arlington, VA

MUST:
Must have an active/current Top Secret clearance with SCI eligibility
Experienced Technical Support Specialist
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).
Must be able to work shift schedule
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.
Certified Ethical Hacker (CEH), Cisco Certified Network Associate or Professional (CCNA, CCNP, etc.), Microsoft certifications (MCP, MCDST, MCSA, etc.), Cloud certifications is preferred
DoD 8570.1-M Compliance at IAT Level I is desired
Information Technology Infrastructure Library (ITIL) certification is preferred

DUTIES:
Perform a wide variety of technical tasks in support of operations, production and test environments. Support and provide Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis and resolution of problems.
Provide support for the escalation and communication of status to agency management and internal customers.
Observes, analyzes and reports data; and when appropriate makes necessary 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.

*Quadrant, Inc. is an equal opportunity and affirmative action employer. Quadrant is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities. •

Last updated on Nov 21, 2023

About the company

kqjdnwh39ztiohxwy1rfthjqmxh2uz01b8uqbh1m6ld6xl97ybsvanx1jwcd5656

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