Technical Support Associate

Pensacola, FL, 1099, W2

Our Client 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. They are seeking a Tier 1 Technician/Specialist to perform a wide variety of technical tasks in support of operations, production and test environments.

This position requires shift work.

Responsibilities

  • Support and provide Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis and resolution of problems
  • Provide support for the escalation and communication of status to agency management and internal customers
  • Observe, analyze and report data; and when appropriate makes necessary repairs to equipment
  • Utilize various engineering and scientific drawings, manuals and other related documentation in the performance of assigned tasks

Requirements

  • TS/SCI Clearance
  • Must be able to obtain DHS Suitability
  • High School diploma or equivalent
  • Desired Certifications: DoD 8570.1-M Compliance at IAT Level I; Information Technology Infrastructure Library (ITIL) certification
  • 4+ years of directly relevant experience
  • 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)

Bonus Points

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