Description

You will provide Tier I and Tier II technical support, focusing on problem identification, diagnosis, and resolution.

Responsibilities

• Diagnose and resolve Tier I help desk and Tier II escalation issues.
• Communicate technical status and escalations to agency management and internal customers.
• Analyze data and perform necessary equipment repairs using engineering drawings and manuals.
• Document problems and resolutions through tracking programs.
• Perform root cause analysis and multi-user/multi-system correlation.

Required Skills

• Active/current Top Secret clearance with SCI eligibility.
• Ability to obtain DHS Suitability and U.S. Citizenship.
• 6+ years of directly relevant experience.
• Experience with M365, Call Distribution Systems, Red Hat, Microsoft Windows (10, 11), VMware, or SharePoint.
• Experience monitoring system health and status.
• Tier I experience including general troubleshooting, triage, user account creation, password resets, and remote software installations.
• Troubleshooting, integration, and SQL query skills.

Preferred Skills

• Experience with ITIL methodology or working in an Agile environment.
• Familiarity with shell scripts (Bourne, C, Krone, Bash, Perl) or networking (TCP/IP, Cisco switches/routers, VLAN, firewall, VPN).

Key Skills

Education

Any Graduate