• Desktop Support Specialist, Sr.

    Location US-Arlington, VA/Washington, DC
    Posted Date 1 month ago(11/11/2018 4:41 PM)
    Job ID
    S-68
    # Positions
    1
    Experience (Years)
    8
    Category
    IT Operational Support
  • Overview

    WOOD is currently hiring a Sr. Technical Support Specialist to join our team in Ballston, VA. The Sr. Technical Support Specialist

    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.

    Responsibilities

    • 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
    • Perform Incident Response (tired 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
    • Perform Tier III support
    • May perform lead functions
    • Oversee Technical Support personnel
    • Interface directly with customer and program management team
    • Provide status to program management and input to customer status reports

    Qualifications

    U.S. Citizenship and Active Top Secret/Sensitive (TS/SCI) security clearance required:

    • Eight (8) or more years of technical support experience required
    • High School diploma or equivalent is required
    • Experience and/or familiarity with one or more of the following: Solaris, AIX, Red Hat, IRIS, Microsoft Windows (2000, XP, 2003), VMware, Sharepoint, Citrix
    • 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.
    • Experience with disaster recovery, backup systems required

    Certifications:

    • 8570.1 -  M Compliance at IAT Level I certification required
    • One or more of the following certifications required: Certified Ethical Hacker (CEH), Cisco Certified Network Associate or Professional (CCNA, CCNP, etc.), Microsoft certifications (MCP, MCDST, MCSA, etc.), Cloud certifications

     

    WOOD Consulting Services is headquartered in Fulton, Maryland with an office in Washington, DC. WOOD embraces a simple philosophy… take care of our people and they will take care of our customers. We seek to hire and retain high caliber-talent to meet the needs of our customers with excellent services. For over 20 years, WOOD has followed that philosophy and built a reputation as reliable mission-enablers helping U.S. agencies achieve mission success.

     

    WOOD is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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