Technical Support Associate
Node.Digital, United States

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
High School or equivalent
Total Vacancies
1 Job
Posted on
Apr 9, 2021
Last Date
May 9, 2021
Location(s)

Job Description

Technical Support Associate

Location: Dulles, VA

Clearance:

  • Must have an active Secret clearance.

The Technical Support performs a wide variety of technical tasks in support of processes, engineering, quality control, calibration, laboratories, production/test environment, field operations, line maintenance, etc. Tests, troubleshoots, repairs, maintains and installs a wide variety of electronic, electromechanical, mechanical, computer, laboratory and scientific systems and/or equipment. Sets up and operates engineering and scientific equipment. May recommend or select equipment and tools. 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 test 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.


Responsibilities also include:

  • Experience and/or familiarity with one or more of the following: Solaris, AIX, Red Hat, IRIS, Microsoft Windows (2000, XP, 2003), VMware, SharePoint, Citrix.
  • Install, maintain, configure application and middleware software, equipment and systems.
  • Monitor system health and status.
  • Provide user support including, password reset, tools, access, etc.
  • Document problems and resolutions through a tracking program.
  • Perform various administrative duties and provide technical assistance, with the supervision of a team leader to remotely located users.
  • Interface with the following groups: software development, testing, integration, deployment, sustainment, maintenance, etc.
  • Support shift work.
  • Experience working in an Agile environment desired
  • Experience with ITIL methodology desired.
  • 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.
  • Perform Incident Response (tiered support model), using an Incident Management System.
    • Tier I: General troubleshooting, triage, or performance of specific tasks (i.e. user account creation, password resets/unlocks, share drive access, remote software installations). Escalation to Tier II.
    • Tier II: Prioritize incidents. Perform detailed troubleshooting, root cause analysis. Determine multi-user, multi-system correlations. Escalation to Tier III.
    • Tier III: Provide system administrative support to correct deficiencies noted in the trouble ticketing system for COTS and GOTS software packages.

Requirements

Required Skills:

  • Must have an active Secret clearance.
  • Must be able to obtain DHS program suitability prior to starting employment.
  • Must have the ability to lift at least 70 pounds repeatedly
  • Perform Tier I support
  • May perform Tier II support

Desired Skills:
  • Experience with disaster recovery, backup systems desired.

Desired Certifications:
  • Certified Ethical Hacker (CEH), Cisco Certified Network Associate or Professional (CCNA, CCNP, etc.), Microsoft certifications (MCP, MCDST, MCSA, etc.), Cloud
  • DoD 8570.1-M Compliance at IAT Level I
  • Information Technology Infrastructure Library (ITIL)

Required Education:
  • Two (2) or more years of technical support experience required.
  • High School diploma or equivalent is required.


Company Overview:

Node.Digital is an independent Digital Automation amp; Cognitive Engineering company that integrates best of breed technologies to accelerate business impact.

Our Core Values help us in our mission. They include:

OUR CORE VALUES

**Identifying the~RIGHT PEOPLE~and developing them to their full capabilities**

**Our customer’s Mission is our Mission. Our~MISSION FIRST~approach is designed to keep our customer fully engaged while becoming their trusted partner**

**We believe in~SIMPLIFYING~complex problems with a relentless focus on agile delivery excellence**

**Our mantra is ~Simple*Secure*Speed~in delivery of innovative services and solutions**

Benefits

  • Medical (100% Coverage for Employee)
  • Dental
  • Vision
  • Basic Life (100% Coverage for Employee)
  • Long Term Disability (100% Coverage for Employee)

Job Specification

Job Rewards and Benefits

Node.Digital

Information Technology and Services - Florida, United States
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