CodeForce
Technical Support - Specialist - TS04
CodeForce, Arlington, Virginia, United States, 22201
Required Skills :Must be able to work shift scheduleMust have an active/current Top-Secret clearance with SCI eligibility.Must be able to obtain DHS Suitability6+ years of directly relevant experienceExperience and/or familiarity with one or more of the following: M365, Call Distribution Systems, Red Hat, Microsoft Windows (10, 11), VMware, SharePointExperience with monitoring system health and statusExperience documenting problems and resolutions through a tracking programExperience performing various administrative duties and provide technical assistance, with the supervision of a team leader to remotely located usersTier 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 environmentExperience with ITIL methodologyExperience and/or familiarity with one or more of the following shell scripts: Bourse, 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.Experience interfacing directly with customer and program management team.Experience providing status to program management and input to customer status reports.Required Education :
HS diplomaDesired Certifications:
DoD 8570.1-M Compliance at IAT Level IInformation Technology Infrastructure Library (ITIL) certificationResponsibilities
Supports and provides Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis and resolution of problemsProvides support for the escalation and communication of status to agency management and internal customersObserves, analyzes and reports data; and when appropriate makes necessary repairs to equipmentUtilizes various engineering and scientific drawings, manuals and other related documentation in the performance of assigned tasks. This position requires shift work
Experience interfacing with the following groups: software development, testing, integration, deployment, sustainment, maintenance, etc.Experience working in an Agile environmentExperience with ITIL methodologyExperience and/or familiarity with one or more of the following shell scripts: Bourse, 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.Experience interfacing directly with customer and program management team.Experience providing status to program management and input to customer status reports.Required Education :
HS diplomaDesired Certifications:
DoD 8570.1-M Compliance at IAT Level IInformation Technology Infrastructure Library (ITIL) certificationResponsibilities
Supports and provides Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis and resolution of problemsProvides support for the escalation and communication of status to agency management and internal customersObserves, analyzes and reports data; and when appropriate makes necessary repairs to equipmentUtilizes various engineering and scientific drawings, manuals and other related documentation in the performance of assigned tasks. This position requires shift work