Technical Support Specialist

Technical Support Specialist

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 multiuser multisystem 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 8570.1M Compliance at IAT Level I
Information Technology Infrastructure Library (ITIL) certification