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KeyLogic is seeking a Technical Support Specialist that will perform a wide variety of technical tasks in support of operations, production and test environments. 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 creates necessary documentation to facilitate 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.
Required Skills:
* 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: Solaris, AIX, Red Hat, IRIS, Microsoft Windows (2000, XP, 2003), VMware, SharePoint, Citrix.
* Experience with monitoring system health and status.
* Experience documenting problems and resolutions through a tracking program.
* Experience performing various administrative duties and provide technical assistance, with the supervision of a team leader to remotely located 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 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 performing incident response (tiered support model), using an Incident Management System.
* Tier II experience: Prioritize incidents. Perform detailed troubleshooting, root cause analysis. Determine multi-user, multi-system correlations.
* Tier III: Provide system administrative support to correct deficiencies noted in the trouble ticketing system for COTS and GOTS software packages.
* Experience interfacing directly with customer and program management team.
* 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
3212
About KeyLogic:
Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service.
KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world.
We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.
All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law. KeyLogic is proud to be an affirmative action and equal opportunity employer.
NOTE: KeyLogic is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.
KeyLogic Systems is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.