The Role
Provides first-level technical support, resolves and escalates customer issues, documents incidents, produces activity reports, and follows problems through closure. Investigates system issues independently and supports security compliance by assessing vulnerabilities, implementing controls, and reviewing security logs. The role also recommends process improvements and requires systems administration, help desk, and Jira experience.
Summary Generated by Built In
Description
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route, and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommend procedure modifications or improvements
- Ability to investigate and research issues thoroughly with minimal guidance.
- Ability to support security compliance procedures to include assessing vulnerabilities, implementing controls, and reviewing security logs
Requirements
- Active Top Secret/SCI clearance
- Two (2) or more years of experience as a system administrator with demonstrated success in performing appropriate functions within large software development programs.
- Two (2) or more years of experience with help desk operations.
- One (1) or more years of experience with Jira.
Required Education and Certification:
- A bachelor’s degree required in engineering, computer science, information sciences, or related field or equivalent in experience and expertise
Preferred or desired qualifications and Experience:
- AWS Certified Solutions Architect – Associate
- Security+
Skills Required
- Two or more years of experience as a systems administrator supporting large software development programs
- Two or more years of experience with help desk operations
- One or more years of experience with Jira
- Bachelor's degree in engineering, computer science, information sciences, or a related field, or equivalent experience and expertise
- AWS Certified Solutions Architect Associate
- Security+ certification
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The Company
What We Do
MSM Technology is an 8(a) women-owned small business providing IT services and solutions to U.S. Department of Defense and federal civilian agencies. Its work centers on automated infrastructure and modernization, resilient cybersecurity and information assurance, data management, network and systems engineering, and enterprise software. The company also delivers telecommunications, AV/VTC, operations and maintenance, project management, and training, with a focus on secure, interoperable, reliable systems that support agency missions.
