Job Description
Job Description
Expertise and Functions:
- Collect and analyze data to provide technical resolutions
- Provide remote troubleshooting support for break/fix issues
- Provide escalation and status updates to MDA customers
- Provide technical support for enterprise projects that affect Service Desk workflows
- Resolve daily battle rhythm tasks
- Track all work using the Remedy ticketing system
- Utilize the mature knowledge database to assist customers
- Other duties as assigned
Education/Training:
- High School diploma or equivalent required
- Associate’s Degree in technical/scientific discipline preferred
- Must have a current DoD 8570 IAT Level II Certification such as CompTIA Security+ CE
Experience:
- 2+ years of experience in help desk ticketing software, incident troubleshooting and escalation, or using remoted desktop management tools and familiarity with ITILv3 or related service delivery frameworks
- Must have experience working in a customer-facing role
- Must have experience with Microsoft Office and Access Database
Desired Experience:
- Have experience working with Ansible automation
- Have network troubleshooting experience
- Have experience implementing Multi Factor Authentication methodology
- Have experience with HP server hardware
- Have experience with NetApp Storage
- Knowledge of Missile Defense, DoD communications systems and MDIOC operations
- Project Management experience
Requirements
Security:
- Must be a US citizen
- Candidate must be in possession of a Secret Security Clearance
Physical Requirements:
- Able to occasionally reach with hands and arms
- Prolonged periods of computer screen use, while sitting or standing at a desk
- Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.)
- Able to safely lift and carry up to 20 pounds at a time
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources