Technical Support OR Tier1 Technician
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 Tier1 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
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
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
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
