Job Description

IT Service Center Technician
Contact 6-12+ months 
8/90 schedule, Expect to work weekends
 
  • In-scope Top Secret clearance w/ability to be SCI briefed on first workday
  • Current Counter-Intelligence (CI) Poly highly desired.  Must be willing to submit to a CI Poly


General Overview

As a member of the Tech Center, you will be providing timely support by responding to and diagnosing problems through discussion with users. Support includes problem recognition, research, isolation, resolution and follow-up steps. Interaction with specialized support (Sys Admins, Computer Engineers, etc.) to identify and correct problems. Documents, simulates or recreates user problems to resolve operating difficulties.
Key focus will be to recognize initial problems, quickly determine appropriate resolution or escalate incidents while using customer service techniques to ensure team success.


What You'll Do

  • Assist in maintaining Tech Center communication systems (examples; JIRA, skype, confluence, slack, e-mail) by reading, opening/documenting information into tracking tickets and escalating to proper section personnel when necessary
  • Provide user administration and guidance on supported applications
  • Escalate user rights issues and employee setup issues to specialized support
  • Document all calls in ticketing systems
  • Support customer inbound requests through phone, in-person, field out-calls, self-service and other channels used by the Tech Center
  • Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity
  • Discern when issues cannot be resolved within a certain timeframe and escalate the incidents to appropriate section personnel
  • Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers


Qualifications / Experience / Certifications

  • Bachelor’s Degree in a related field or 6 years of related work experience in government/military organization
  • 3+ years of CIO/IT Portfolio administration, application administration and/or IT troubleshooting
  • Experience with Windows, Linux/Unix, virtual machine and cloud environments
  • Application support experience
  • Current IAT Level II/III, IAM Level I/II/III 8140 Cyber Workforce Management Certification (examples: Security+, CASP, Cloud+, CASP, CISSP)
  • Availability to work non-standard hours; early hours, after hours; weeknights, weekends as needed
  • Available to work on-site, in a team environment of internal and external coworkers
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Application Instructions

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