Avid Technology Professionals
Technical Support
Avid Technology Professionals, Pensacola, Florida, United States, 32573
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. This position requires shift work.
MANDATORY SKILLS: Must be able to work shift scheduleU.S. CitizenshipMust 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)HS diploma
OPTIONAL 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: 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.Experience interfacing directly with customer and program management team.Experience providing status to program management and input to customer status reports.DoD 8570.1-M Compliance at IAT Level IInformation Technology Infrastructure Library (ITIL) certification
About Avid Technology Professionals
Avid Technology Professionals, LLC (ATP) is a premiere provider of software and systems engineering, and acquisition program management services for the community. ATP is actively seeking to pursue contract opportunities with other departments and agencies in the federal government, in state governments, and in the commercial sectors. Delivered by seasoned experts in the IT field, ATP solutions adeptly address the IT concerns manifesting in both the federal and commercial sectors.
Employee BenefitsThe ATP Employee Benefits package includes:
A Supportive and Equitable Working Environment that is both Stimulating and ChallengingCompetitive Hourly SalaryUnique Employee Success Sharing Program that allows ATP employees to Share in Company's SuccessesAutomatic Approved Overtime (as long as contract permits)Retirement Pay (401K); 100% company paid, immediately vested with Profit-Sharing ComponentCompany Medical Coverage Plans - HMO, Open Access, PPO plansCompany Dental Plan - widely accepted, comprehensive, and flexibleProgressive Overtime PolicyFlexible Spending Account benefitLucrative Referral Bonus PolicyHoliday Scheduling that Coincides with Government HolidaysRobust Professional Expenses & Training ProgramComputer AllowanceInternet AllowanceShort and Long Term DisabilityLife Insurance
MANDATORY SKILLS: Must be able to work shift scheduleU.S. CitizenshipMust 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)HS diploma
OPTIONAL 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: 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.Experience interfacing directly with customer and program management team.Experience providing status to program management and input to customer status reports.DoD 8570.1-M Compliance at IAT Level IInformation Technology Infrastructure Library (ITIL) certification
About Avid Technology Professionals
Avid Technology Professionals, LLC (ATP) is a premiere provider of software and systems engineering, and acquisition program management services for the community. ATP is actively seeking to pursue contract opportunities with other departments and agencies in the federal government, in state governments, and in the commercial sectors. Delivered by seasoned experts in the IT field, ATP solutions adeptly address the IT concerns manifesting in both the federal and commercial sectors.
Employee BenefitsThe ATP Employee Benefits package includes:
A Supportive and Equitable Working Environment that is both Stimulating and ChallengingCompetitive Hourly SalaryUnique Employee Success Sharing Program that allows ATP employees to Share in Company's SuccessesAutomatic Approved Overtime (as long as contract permits)Retirement Pay (401K); 100% company paid, immediately vested with Profit-Sharing ComponentCompany Medical Coverage Plans - HMO, Open Access, PPO plansCompany Dental Plan - widely accepted, comprehensive, and flexibleProgressive Overtime PolicyFlexible Spending Account benefitLucrative Referral Bonus PolicyHoliday Scheduling that Coincides with Government HolidaysRobust Professional Expenses & Training ProgramComputer AllowanceInternet AllowanceShort and Long Term DisabilityLife Insurance