Title: Technical Support Associate – Senior
Description:
Solutions³ LLC is supporting a 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.
Solutions³is seeking a Technical Support Associate – Senior to perform a wide variety of technical tasks in support of operations, production, and test environments.
This position requires support during assigned shifts, including nights/weekends
Eligibility:
- Must be a US Citizen
- Must have an active Top Secret clearance with SCI eligibility
- Must be able to obtain DHS Suitability prior to starting employment
- 4+ years of directly relevant experience
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: M365, Call Distribution Systems, Red Hat, Microsoft Windows (10, 11), VMware, SharePoint
- 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
- Experience with ITIL methodology
- 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
- Experience interfacing directly with customers and program management team
- Experience providing status to program management and input to customer status reports
Desired Certifications: DoD 8570.1-M Compliance at IAT Level I, Information Technology Infrastructure Library (ITIL) certification
Required Education: High School diploma or equivalent is required
What We Do
Who We Are:
Solutions³ is an award-winning consulting and training organization, providing full lifecycle IT Management solutions built on industry best practices. Our complete solution includes innovation, thought leadership, and market-leading applications, implemented by a highly qualified team. This collaborative methodology results in projects that are clearly defined and understood, and support our clients’ business objectives.
What We Do:
Solutions³ focuses on the architecture, implementation, and training of each solution we provide. Our unique training, led by instructors who are also practitioners, brings valuable experience into the classroom.
Our three-dimensional approach of people, process, and technology, combined with partner expertise, ensures that all aspects of the solution function effectively. We provide custom training to equip people with the knowledge and hands-on experience to manage their IT solutions, we enable business improvement with ITIL-based processes and best-of-breed technology, and our strong partner ecosystem allows us to address a broader range of IT needs.
Within our expertise areas, we provide assessments, component design, implementation plans, test plans, application deployment and integration, process and policy definition, knowledge transfer, custom end-user training, and ongoing operation and maintenance. These expertise areas include:
- Cybersecurity Training & Governance
- IT Service Management (Service Desk & ITIL®)
- IT Operations Management
- Critical Notification Systems
- Project Management
- Staff Augmentation
