Gridiron IT is seeking a Tier 2 Technical Support Operations Specialist to support a federal program on a 100% remote basis.
Role Description:
The Tier 2 Technical Support Operations Analyst will be responsible for planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform. Understand platform architecture, environment, develop & deploy the application, and deal with day-to-day administration and ongoing technical support. Partner with the National Service Desk (NSD) Tier 1 team and personnel on other infrastructure engineering and application development teams to work on issues escalated to Tier 2. Adhere to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilize ServiceNow. Develop Knowledge Based Articles (KBA) and educate Tier 1 as needed. Be available for on-call 24x7x365 ongoing application support. Support the onboarding of 8-10K end-users in waves of districts over a roughly 18-month period, the Tier 2 Technical Support Operations Analyst will help continuously improve the day-to-day operations of the applications and infrastructure, ensuring that end-users are adequately supported and that the overall system is stable, secure, and performs well. The Tier 2 Technical Support Operations Analyst can also expect to perform any or all of the following: System Monitoring, triage, research, resolution (via SOP) or escalations of tickets to Tier 3 Analysis of ticket types and categories to identify trends and needed improvements within the applications, infrastructure, or SOPs and KBAs ServiceNow metrics reporting on ticket acknowledgements, resolution times and aging Skills: Has technical problem solving and implementer skills in application coding, infrastructure, or automation. Effective communications (written and spoken) Coordinates and tracks well across AFS and client technical and functional teams ServiceNow ITSM (desired not required) ITIL (desired not required) Data Analysis / Excel T-SQL MSFT SQL Server Azure SQL Databases Database Architecture Extract, Transform and Load (ETL) data Required Experience: Minimum of three (3) years of experience in application / infrastructure design, development, testing, or operations.
Skills:
- Microsoft Power Apps Advanced
- Microsoft Power Platform Infrastructure Advanced
- Microsoft Dataverse Advanced
- Microsoft Power Business Intelligence (BI)- Advanced
- ServiceNow- Beginner
Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
Compensation and Benefits:
Salary Range: $125,000 -150,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)
Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.
Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.
Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.
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