Infrastructure & Systems Support Engineer (Tier 1–3)

Infojini Inc; Chesterfield Court House (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology services company is seeking a mid-senior level IT Support Specialist for a contract position in Chesterfield, VA. The role requires responding to various Tier 1 and 2 support requests and providing exceptional customer service. Candidates must have extensive experience with desktop, server hardware, and effective communication skills. This role supports efforts to enhance cybersecurity controls and requires strong troubleshooting abilities.

Responsibilities

• Responds to Tier 1 & 2 support requests.
• Provides exceptional customer service.
• Communicates effectively with teammates and customers of varying levels of technical expertise.
• Responds to all break/fix requests associated with end-user resources.
• Configures and deploys new/replacement desktop/laptop computer equipment and peripherals.
• Maintains up-to-date project and architecture documentation.
• Maintains up-to-date inventory and maintenance records.
• Monitors system resources for server/service anomalies.
• Resolves connection issues between users and resources.
• Maintains a detailed change history of changes.
• Supports team efforts to improve cybersecurity controls and defenses.
• Supports team efforts for threat hunting and mitigation.
• Manages time and resource constraints.
• Provisions, installs, configures, operates, and maintains computer hardware and software.
• Ensures system hardware, operating systems, and software adhere to Commonwealth policies, standards, and guidelines.
• Involves systems administration, engineering and provisioning, operations and support, maintenance, and research and development to ensure continual innovation.
• Installs new or rebuilds existing servers and configures hardware, peripherals, services, settings, directories, storage, etc.
• Performs daily system monitoring, verifies integrity and availability of all hardware, server resources, systems, and key processes.
• Performs regular security monitoring to identify possible intrusions.
• Performs daily backup operations and regular file archival and purge as necessary.
• Creates, changes, and deletes user accounts per request.
• Provides Tier III/other support per request from various constituencies.
• Investigates and troubleshoots issues.
• Diagnoses and recovers from hardware or software failures.
• Coordinates and communicates with impacted constituencies.
• Applies OS patches and upgrades regularly.
• Configures/adds new services as necessary.
• Upgrades and configures system software that supports GIS infrastructure applications or Asset Management applications.
• Maintains operational, configuration, or other procedures.
• Performs periodic performance reporting to support capacity planning.
• Performs ongoing performance tuning, hardware upgrades, and resource optimization as required.
• Configures CPU, memory, and disk partitions as required.

Skills

Help Desk Support

Customer Service

Desktop/Laptop/Server Hardware

Desktop/Server Applications

General Network

Hands-On with Network Equipment

Virtualization

Backup and Recovery

Microsoft Office

Cybersecurity

General Database

Audio-Video Support

Job description

Location: Onsite - Chesterfield, VA, 23834

Duration: 7 Months

Responsibilities

• Responds to Tier 1 & 2 support requests.
• Provides exceptional customer service.
• Communicates effectively with teammates and customers of varying levels of technical expertise.
• Responds to all break/fix requests associated with end‑user resources.
• Configures and deploys new/replacement desktop/laptop computer equipment and peripherals.
• Maintains up‑to‑date project and architecture documentation.
• Maintains up‑to‑date inventory and maintenance records.
• Monitors system resources for server/service anomalies.
• Resolves connection issues between users and resources.
• Maintains a detailed change history of changes.
• Supports team efforts to improve cybersecurity controls and defenses.
• Supports team efforts for threat hunting and mitigation.
• Manages time and resource constraints.
• Provisions, installs, configures, operates, and maintains computer hardware and software.
• Ensures system hardware, operating systems, and software adhere to Commonwealth policies, standards, and guidelines.
• Involves systems administration, engineering and provisioning, operations and support, maintenance, and research and development to ensure continual innovation.
• Installs new or rebuilds existing servers and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
• Performs daily system monitoring, verifies integrity and availability of all hardware, server resources, systems, and key processes, reviews system and application logs, and verifies completion of scheduled jobs such as backups.
• Performs regular security monitoring to identify possible intrusions.
• Performs daily backup operations and regular file archival and purge as necessary.
• Creates, changes, and deletes user accounts per request.
• Provides Tier III/other support per request from various constituencies.
• Investigates and troubleshoots issues.
• Diagnoses and recovers from hardware or software failures.
• Coordinates and communicates with impacted constituencies.
• Applies OS patches and upgrades regularly, and upgrades administrative tools and utilities.
• Configures/adds new services as necessary.
• Upgrades and configures system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.
• Maintains operational, configuration, or other procedures.
• Performs periodic performance reporting to support capacity planning.
• Performs ongoing performance tuning, hardware upgrades, and resource optimization as required.
• Configures CPU, memory, and disk partitions as required.

Required/Desired Skills

• Help Desk Support – Required (5 Years)
• Customer Service – Required (5 Years)
• Desktop/Laptop/Server Hardware – Required (5 Years)
• Desktop/Server Applications – Required (5 Years)
• General Network – Required (3 Years)
• Hands‑On with Network Equipment – Required (3 Years)
• Virtualization – Required (3 Years)
• Backup and Recovery – Required (3 Years)
• Microsoft Office – Required (3 Years)
• Cybersecurity – Highly desired (2 Years)
• General Database – Nice to have (2 Years)
• Audio‑Video Support – Nice to have (2 Years)

Seniority Level

• Mid‑Senior level

Employment Type

• Contract

Job Function

• Information Technology

Industries

• IT Services and IT Consulting and Government Administration