Technical Support Specialist – Intermediate

Bravura, Inc.; California; Presencial; USD 85.000 - 120.000; Jornada completa

Descripción de la vacante

Bravura, Inc. seeks an Intermediate Technical Support Specialist to install, configure, and troubleshoot government-end user devices, MS Windows OS, and MS 365 applications. You will manage Active Directory accounts, apply security patches, and support SAAR processes with remote and on-site assistance.

The role requires a Secret clearance and 3+ years’ experience in a similar environment, with occasional after-hours support and strong teamwork within a government-focused IT team.

Formación

• Requires a BS degree or approved DoD training or certs.
• At least 3+ years of related experience or equivalent in IT support.
• Secret clearance is required.

Responsabilidades

• Provide tier-2/3 technical support for government end-user devices and software.
• Administer MS Active Directory accounts and access controls.
• Install, configure, and troubleshoot MS Windows OS images and apps.
• Respond to trouble tickets within defined SLAs and document actions.
• Support deployment of new client applications and security patches.

Conocimientos

Technical support

Active Directory

Windows OS

MS 365

Networking basics

Educación

BS Degree (IT, Cybersecurity, CS, InfoSys, Data Science, or SW Eng)

Herramientas

MS OS images

MCM

AutoSAAR tool

Descripción del empleo

Role: Technical Support Specialist - Intermediate

Location: Multiple openings - Quantico, VA; Camp Lejeune / Camp Johnson, NC; Camp Pendleton / Twentynine Palms, CA; Hawaii; or Okinawa, Japan

Foundational Qualifications: Candidate must possess at least one of the following -

• Education: BS Degree (IT, Cybersecurity, Computer Science, Info. Sys., Data Science, or SW Engineering); OR
• Training: One of the following approved DoD training courses - WarU DCWF WRC 451 System Administrator - Intermediate Playlist; DISA ((451) Training (Linux) DCWF Linux System Administrator; DISA (451) Training (Windows) DCWF Windows Systems Administrator; F07DZZ1 Intelligence Surveillance & Reconnaissance Systems Engineer Course (ISEC); M03385G Data Systems Supervisor Course; M03DRRG, M10DRRB, M22DRR4 Electronic Key Management System; M0923X1 Network Chief Course; M09AN21 Cyber Network Supervisors; M09DSJ1 Electronics Maintenance Technician Course; M10385B Data Systems Supervisor Course; M223854 Data Systems Supervisor Course; N2312H1 Special Intel/ SYSADMIN/Communicator; N23WTK2 NALCOMIS Aviation Maintenance; OR
• Certifications: At least one of the following active certifications - Cloud+; Security+; GICSP; GSEC; SSCP

Years of Experience: 3+ years; experience may be considered as an alternative to foundational qualifications.

Clearance Level & Investigation: Secret

Job Description:

The Technical Support Specialist – Intermediate installs, configures, troubleshoots, & maintains HW, SW, & administers system accounts. This includes, but is not limited to:

• Core Tasks:
  • Install, update, & troubleshoot systems/servers.
  • Conduct functional & connectivity testing to ensure continuing operability.
  • Develop & document systems administration SOPs.
  • Comply with organization systems administration SOPs.
  • Implement & enforce local network usage policies & procedures.
  • Maintain baseline system security according to organizational policies.
  • Manage accounts, network rights, & access to systems & equipment.
  • Manage system/server resources including performance, capacity, availability, serviceability, & recoverability.
  • Monitor & maintain system/server configuration.
  • Perform repairs on faulty system/server HW.
  • Plan, execute, & verify data redundancy & system recovery procedures.
  • Troubleshoot HW/SW interface & interoperability problems.
• Additional Tasks:
  • Check system HW availability, functionality, integrity, & efficiency.
  • Conduct periodic system maintenance including cleaning (both physically & electronically), disk checks, routine reboots, data dumps, & testing.
  • Design group policies & access control lists to ensure compatibility with organizational standards, business rules, & needs.
  • Ensure application of security patches for commercial products integrated into system design meet timelines dictated by management authority for intended operational environment.
  • Oversee installation, implementation, configuration, & support of system components.
  • Diagnose faulty system/server HW.
  • Provide ongoing optimization & problem-solving support.

Specific to this program, this role will provide Technical Support as part of the Technical Support team, including, but not limited to:

• Provide support during core hours, fielding user requests received in person, by telephone, by e-mail, or via MS Teams; occasional weekend & after hours may be required due to mission requirements.
• Create, manage, & resolve trouble tickets for all user-reported issues & service requests.
• Troubleshoot & resolve identified application & configuration problems via telephone assistance call, remote control, & at user locations, including but not limited to OS, SW, authentication, printing, email, wired & wireless connectivity, M365 applications, etc.
• Create, modify, maintain, delete, & troubleshoot MS Active Directory user accounts & objects.
• Support creation, submission, processing, & tracking of SAAR requests via digital SAAR forms & online AutoSAAR tool.
• Install & troubleshoot Government-provided MS OS images to Government end user devices using MCM.
• Report verified or suspected MS OS image, SW baseline, & application issues to Government.
• Install, configure, maintain, & troubleshoot authorized client applications & SW baselines on Government end user devices using MCM.
• Support deployment & testing of new client applications & SW.
• Apply configuration changes, service packs, patches, updates, security fixes, & virus definition to Government end user devices.
• Support administration, troubleshooting, & user support for MS 365 productivity suite to include Outlook, Teams, Word, Excel, PowerPoint, SharePoint, & OneDrive.
• Perform minor HW troubleshooting, repair, & replacements on Government-authorized computer systems such as hard drive replacements, memory upgrades, installing SLEP kits, etc.
• Support HW upgrades, replacements, moves, & technical refresh projects to include moving, installing, & cabling of Government end user devices, monitors, phones, cell phones, wireless hotspots, & other equipment.
• Create, configure, maintain, & troubleshoot printers & print services to include troubleshooting user-reported printing, copying, & scanning issues.
• Support management, issuance, configuration, tracking, & troubleshooting of Government cell phones & wireless hot spots; support loading MS Intune & MS 365 profiles to both Government & personal cell phones.
• Respond to standard trouble tickets within 24 hours from time issued, with a resolution of 48 to 72 hours from trouble ticket creation.
• Respond to command-identified URGENT/VIP trouble tickets within 1 hour, with a resolution within 24 to 36 hours.
• Report trouble ticket numbers, response time metrics, & trends in requested Government format at quarterly program review meetings.
• Submit & track status of TSRs to base telephone offices.
• Report all confirmed or suspected cybersecurity incidents per established DOW, DISA, NAVI, & USMC cybersecurity procedures.
• Create & update work instructions, guides, job aids, & process documents to document Government processes & procedures.
• Support Cybersecurity Branch with collection of data & metrics related to security incidents, as well as implementation of corrective action & application of security controls.
• Support users with submitting MCEN NIPR & SIPR trouble tickets via MCE Service Desk.
• Provide break/fix technical support & perform minor HW troubleshooting, repair, & component replacement to GFE & systems; provide critical items that could impact command operations such as hard drives, SSDs, RAM, power supplies, batteries, graphics cards, cooling fans, card readers, NICs, transceivers, media converters & adapters, network cables, keyboards, mice, & monitors, KVM switches, web cameras, projector lamps/bulbs, AV cabling (HDMI, DisplayPort, Cat6 audio/video baluns), microphones, headsets, & like items.