Technical Support Specialist

Title: Technical Support Specialist
Description: 
Solutions³ LLC is supporting our prime contractor and their U.S. Government customer on a large mission-critical development and sustainment program to design, build, deliver, and operate a network operations environment, including introducing new cyber capabilities to address emerging threats.  
Solutions³ LLC is seeking a Tier 1 Technical Support Specialist to perform a wide variety of technical tasks in support of operations, production, and test environments.
Eligibility: 

• Must be a US Citizen 
• Must have an active Top Secret clearance with an ability to obtain SCI eligibility
• Must be able to obtain DHS Suitability prior to starting employment  
• 6+ years of directly relevant experience
• Must be able to work shift schedule

Responsibilities Include:

• 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 makes necessary repairs to equipment
• Utilizes various engineering and scientific drawings, manuals, and other related documentation in the performance of assigned tasks

Required Skills: 

• 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 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

Required Certifications:

• DoD 8570.1-M Compliance at IAT Level I
• Information Technology Infrastructure Library (ITIL) certification

Required Education: HS Diploma