Technical Support Specialist

Tier 1 Technician/Specialist
Location:
Arlington, VA
Must have Top Secret Security Clearance
Node 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.
Node is seeking aTier 1 Technician/Specialistto perform a wide variety of technical tasks in support of operations, production, and test environments.
Responsibilities:
- Supports and provides Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis and resolution of problems
- Provides support for the escalation and communication of status to agency management and internal customers
- Observes, analyzes, and reports data;
and when appropriate makes necessary repairs to equipment
- Utilizes various engineering and scientific drawings, manuals, and other related documentation in the performance of assigned tasks. This position requires shift work.
Requirements
Required Skills:
- Must be able to work shift schedule
- U.S. Citizenship
- Must have an active/current Top Secret clearance with SCI eligibility.
- Must be able to obtain DHS Suitability
- 6+ 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 providing technical assistance, with the supervision of a team leader to remotely locate 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)
Desired Skills:
- Experience interfacing with the following groups:
software development, testing, integration, deployment, sustainment,
Maintenance, etc.
- Experience working in an Agile environment
- Experience with ITIL methodology
- 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 performing incident response (tiered support model), using an Incident Management System.
- Tier II experience:
Prioritize incidents. Perform detailed troubleshooting and root cause analysis. Determine multi-user, multi-system correlations.
- Experience interfacing directly with customer and program management teams.
- Experience providing status to program management and input to customer status reports.
Required Education:
- HS diploma
Desired Certifications:
- DoD 8570.1-M Compliance at IAT Level I
- Information Technology Infrastructure Library (ITIL) certification
Company Overview:
Node.Digital is an independent Digital Automation &
Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact.
Our Core Values help us in our mission. They include:
OUR CORE VALUES
Identifying the~RIGHT PEOPLE~and developing them to their full capabilities
Our customer’s “Mission” is our “Mission”. Our~MISSION FIRST~approach is designed to keep our customers fully engaged while becoming their trusted partner
We believe in~SIMPLIFYING~complex problems with a relentless focus on agile delivery excellence
Our mantra is “~Simple*Secure*Speed~” in the delivery of innovative services and solutions
Benefits
We are proud to offer competitive compensation and benefits packages to include:
Medical
Dental
Vision
Basic Life
Long-Term Disability
Health Saving Account
401K
Three weeks of PTO
10 Paid Holidays
Pre-Approved Online Training