Technical Support

📋 Description

• Engage in after-hours on-call rotation, including evenings and weekends.

• Act as the initial point of contact for all incoming help desk inquiries, performing initial triage, troubleshooting, and either resolving or escalating issues.

• Monitor and evaluate system logs, alerts, and telemetry to proactively detect and resolve potential failures before they affect operations.

• Create, maintain, and track outage logs that document incident details, root causes, corrective actions, and resolution times.

• Prepare and present resolution reports that outline outages, corrective measures taken, and lessons learned.

• Execute root cause and impact analysis for all significant outages, submitting comprehensive reports to program management and stakeholders.

• Directly interact with end-users and stakeholders to provide real-time monitoring, troubleshooting, and issue resolution.

• Record, track, and document all help desk requests with adequate detail to facilitate root cause analysis, service level reporting, and performance tracking.

• Conduct monthly performance evaluations of help desk operations, including response times, resolution rates, and stakeholder satisfaction metrics.

• Identify trends and recurring issues through continuous analysis of help desk data, offering recommendations for corrective actions, system enhancements, and preventive measures.

• Offer ongoing service improvement support by recommending and implementing best practices, automation opportunities, and process enhancements to minimize downtime and improve response efficiency.

• Provide quarterly summaries of help desk request logs and workload metrics.

⛳️ Requirements

• At least ten (10)+ years of relevant experience.

• Experience in delivering help desk support.

• Ability to troubleshoot and resolve common technical problems across Linux, Windows, and network infrastructure, with the capability to escalate complex issues as necessary.

• Experience in monitoring systems through log analysis, alerting tools, and telemetry platforms.

• Proficient in producing clear and detailed incident documentation, including root cause analyses and resolution reports.

• Familiarity with ticketing and asset tracking systems.

• Excellent communication skills with the ability to engage with end users, stakeholders, and management.

• Security Clearance Requirement: Candidates must be eligible to obtain and maintain a Secret Clearance.

• Previous government contract experience, particularly supporting FAA, DoD, DHS, or other federal agencies, is preferred.

• Experience with Atlassian tools (Jira, Confluence, Assets/Insight).

• Understanding of IT Infrastructure concepts (networking, servers, databases, cloud).

• CompTIA A+, Network +, or Security + certification is preferred.

🏝️ Benefits

• Paid time off and holidays.

• Medical, dental, and vision insurance.

• Paid parental leave.

• Short-term disability, long-term disability, and life insurance - Employer Paid!

• 401(k) plan.

• Additional voluntary life insurance.

• Tuition reimbursement and more!