Technical Support OR Tier 1 Technician Specialist

Technical Support OR Tier 1 Technician Specialist

Location: Pensacola, FL

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 a Tier 1 Technician/Specialist to 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

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

• 4+ 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:

• A High School diploma or equivalent is required

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

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