Tier Three Technical Support

Saic; Maryland; On-site; USD 160,001 - 200,000; Full time

Job summary

Saic is seeking a Senior Technical Support Analyst to provide technical support for the U.S. Army. This role entails advanced troubleshooting, system support, and requires a Bachelor's degree in IT or Computer Science along with extensive experience.

The position is on-site at Aberdeen Proving Ground, MD, with a target salary of $160,001 - $200,000. Ideal candidates will have strong IT skills and a TS/SCI clearance.

Qualifications

• 14 years of overall IT experience required.
• 5+ years in IT or information assurance.
• IATII Level Certification required.

Responsibilities

• Provide technical support to C5ISR TSIG Programs.
• Troubleshoot hardware and software issues.
• Manage dataflows and system configurations.

Skills

In-depth experience in information technology

Network troubleshooting

Ability to create and manage work tickets

Proficient in Microsoft Office

Security management

Education

Bachelor's degree in Information Technology/Computer Science

Tools

Linux

Windows

Docker

Kubernetes

Job description

Description

SAIC is seeking a Senior (Tier 3) Technical Support Analyst, with in-depth Information Technology (IT) and communication systems experience in support of the U.S. Army Cobmat Capabilities Development Command (CCDEVCOM), Engineering and Systems Integration (ESI) Directorate, Quick Reaction Capability (QRC) Branch (C5ISR-QRC). The goal of the C5ISR-QRC is to research and develop technologies that enable systematic processes for discovering, selecting, organizing, distilling, sharing, developing and using information to better understand the enemy and the enemy's environment during full-spectrum operations and provides advanced collection capabilities with the flexibility to address changes in the operational environment and signatures of interest to develop situational awareness by acquiring precise and timely information.

This is a full-time, on-site position on Aberdeen Proving Ground (APG), MD. The position is five days a week (Monday - Friday) but may require shift changes to cover off hours and weekends. NOTE: The position MAY change to 12-hour days with a shortened work week.

JOB DUTIES

• Provide detailed technical support to C5ISR TSIG Programs to include Picketline, TSPRING and SCAMP.
• TSIG is a system of systems comprised of persistent, non-persistent and survey signals SIGINT systems with a novel network transport layer.
• Material solutions include persistent (Picketline) and non-persistent (Trojan Soldier Portable Remote Intelligence Group - TSPRING) variants and survey (Survey Collection and Analysis Mobile Platform- SCAMP).
• Provide system and network support to include advanced troubleshooting that requires remote access or specialized diagnostic tools and system anomaly resolution.
• Other duties will include Tier 3 level support covering:
  • Advanced Troubleshooting of Hardware and Software Problems
  • Administrator / Service Account Management
  • Software / Firmware Updates and Patching
  • Troubleshoot Existing Dataflows with External Teams
  • Assist in New Dataflows for Emerging Data / Capability Requirements
  • Perform system configuration management
  • Rectify or substantiate system deviations

Qualifications

REQUIRED EXPERIENCE AND CLEARANCE

• Bachelor's degree in Information Technology/Computer Science or equivalent technical field or a Management/Leadership Degree and fourteen (14) years of overall experience.
• 5 or more years of direct experience in IT or information assurance or equivalent relevant disciplines including industry (development Contractor) or DoW background.
• Additional years’ experience accepted in lieu of a degree.
• IATII Level Certification in line with DoD 8570.
• Relevant computing environment certification. (Linux+, Microsoft Windows Certified Administrator, Red Hat Certified Administration).
• Experience working with Windows OS and Linux Basic understanding management / operation of both Virtualization and Containerization technologies (LKVM, ESXi, HyperV, Docker, Podman, Kubernetes).
• TS/SCI Security Clearance is required to begin employment and to maintain employment on the contract. A current Counterintelligence (CI) polygraph or higher is also required for this contract.
• Candidate must be a US citizen.
• Dual citizenship is a disqualifier for this position.

REQUIRED SKILLS

• Over 5 years' in-depth experience in information technology and information assurance, or equivalent relevant disciplines including industry (development Contractor) or DoW background
• Ability to read, understand, analyze, and modify network and electronic diagrams and troubleshoot major system errors
• Ability to create, work, resolve, elevate and close-out work tickets in an ITSM application. (e.g., JIRA Service Management, I-Help)
• Strong background in Microsoft Office tools
• Ability to build and maintain customer relationships and partnerships with stakeholders at all levels
• In-depth experience with the following:
  • Linux, specifically RedHat variety
  • Security (SELinux)
  • Security (ACL)
  • Security (PAM)
  • Coding (BASH)
  • Coding (Puppet)
  • YAML
  • Network (TCP/IP)
  • Network (DHCP Server, Linux)
  • Network (DNS Server, Linux & Windows)
  • Provisioning (PXE / Anaconda)
  • Active Directory
  • Niagara Files
  • Public Key Infrastructure
  • Understand network operations and implement/direct repairs
  • Accept and work on new assignments with little to no supervision
  • Mentor and train junior personnel
  • Provide technical briefs and reports to senior customer personnel on system issues and planned resolutions outlining system impact, downtimes, and risk.

DESIRED SKILLS

• Familiarity with the systems being supported by this help desk.
• Knowledgeable with communication security and signals intelligence designs and operations
• Knowledgeable with Quality Assurance (QA) policies and procedures for DoD systems
• Knowledgeable with satellite communications (SATCOM) and radio frequency (RF) systems
• Experience with tactical and national intelligence collection systems
• Prior military IT or networking experience is a plus.

Target salary range: $160,001 - $200,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.