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
MANDATORY SKILLS: 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 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)
Required Education:
HS diploma
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
OPTIONAL SKILLS: 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, root cause analysis. Determine multi-user, multi-system correlations.
Experience interfacing directly with customer and program management team.
Experience providing status to program management and input to customer status reports.
Desired Certifications:
DoD 8570.1-M Compliance at IAT Level I
Information Technology Infrastructure Library (ITIL) certification
About Avid Technology Professionals
Avid Technology Professionals, LLC (ATP) is a premiere provider of software and systems engineering, and acquisition program management services for the community. ATP is actively seeking to pursue contract opportunities with other departments and agencies in the federal government, in state governments, and in the commercial sectors. Delivered by seasoned experts in the IT field, ATP solutions adeptly address the IT concerns manifesting in both the federal and commercial sectors.
Employee Benefits
The ATP Employee Benefits package includes:
- A Supportive and Equitable Working Environment that is both Stimulating and Challenging
- Competitive Hourly Salary
- Unique Employee Success Sharing Program that allows ATP employees to Share in Company's Successes
- Automatic Approved Overtime (as long as contract permits)
- Retirement Pay (401K); 100% company paid, immediately vested with Profit-Sharing Component
- Company Medical Coverage Plans - HMO, Open Access, PPO plans
- Company Dental Plan - widely accepted, comprehensive, and flexible
- Progressive Overtime Policy
- Flexible Spending Account benefit
- Lucrative Referral Bonus Policy
- Holiday Scheduling that Coincides with Government Holidays
- Robust Professional Expenses & Training Program
- Computer Allowance
- Internet Allowance
- Short and Long Term Disability
- Life Insurance