Tier Two Technical Support

Job Duties

Provide real-time technical support to C5ISR TSIG Programs to include Picketline, TSPRING and SCAMP.

Provide system and network support to include advanced troubleshooting that requires remote access or specialized diagnostic tools and system anomaly resolution.

Other duties will include Tier 2 level support covering Resolution of Escalated Tier 1 Tickets.

System Recovery (Reboots, Network Outages, Power Outages).

Dataflow Issue Ticket Creation.

Engage support from external dataflow partners for resolution of problems.

Validate / Troubleshoot RF Data and Applications.

Perform network and application-level troubleshooting if RF is unavailable / interrupted to sensor software.

Coordinate Field Support Representative (FSR) support for touch labor.

Track and Report Hardware Problems.

Respond to Cyber Security Alerts and Required Actions.

Respond to System Alerts and Initiate Response Plan.

Qualifications

• Bachelor’s Degree in Information Technology/Computer Science or equivalent technical Bachelor's degree and nine years of overall experience, 3-5 years of direct experience in IT and information assurance, or equivalent relevant disciplines.
• Additional years of experience maybe substituted in lieu of a degree.
• IATII Level Certification (Security+) in line with DoD 8570.
• Experience working with Windows OS and Linux.
• Basic understanding management / operation of both Virtualization and Containerization technologies (LKVM, ESXi, HyperV, Docker, Podman, Kubernetes).
• A TS/SCI Security Clearance is required to begin employment and to maintain employment on the contract.
• Ability to obtain a Counterintelligence (CI) polygraph within 6 months of hire.
• Dual citizenship is a disqualifier for this position.

Required Skills

• Minimum 3 to 5 years of experience in information technology and information assurance, or equivalent relevant disciplines including industry (development Contractor) or DoW background.
• Ability to read and understand network and electronic diagrams and troubleshoot system errors.
• Ability to create, work, resolve, elevate and close-out work tickets in an ITSM application. (e.g., JIRA Service Management, I-Help).
• Strong background in Microsoft Office tools.
• Ability to build and maintain customer relationships and partnerships with stakeholders at all levels.
• Experience with the following:
• Linux, specifically RedHat variety.
• Security (SELinux).
• Security (ACL).
• Security (PAM).
• Coding (BASH).
• Coding (Puppet).
• YAML.
• Network (TCP/IP).
• Network (DHCP Server, Linux).
• Network (DNS Server, Linux & Windows).
• Provisioning (PXE / Anaconda).
• Active Directory.
• Niagara Files.
• Public Key Infrastructure.

Desired Skills

• Familiarity with the systems being supported by this help desk.
• Familiarity with communication security and signals intelligence designs and operations.
• Familiarity with network operations and repair.
• Familiarity with Quality Assurance (QA) policies and procedures for DoD systems.
• Familiarity with satellite communications (SATCOM) and radio frequency (RF) systems.
• Prior military IT or networking experience is a plus.
• Relevant computing environment certification. (Linux+, Microsoft Windows Certified Administrator, Red Hat Certified Administration).

Pay

Target salary range $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.