This position is full time remote and requires an active secret clearance.
**A DOD CAC card is required for this position. Candidates will be required to surrender any existing DOD CAC card in their possession prior to start of employment.**
Accelera Solutions is supporting our defense client with their Health IT systems by providing virtualization and datacenter operation management services. We architect, engineer, deploy, and sustain enterprise solutions for the military healthcare worker, their patients, and all the people that support them. This project directly supports the virtualized desktop software and hardware that is used by tens of thousands of users daily, while also supporting the datacenters and cloud environments that host the software.
The Service Desk Technician (Tier III Support) is part of a 24x7x365 team that troubleshoots IT systems for end users of our government customer's virtualized hosting environment. These systems include Citrix Virtual Apps and Desktops and other Citrix components, VMware vSphere, Microsoft Windows, and other virtual app solutions. This is a fast-paced, team-oriented position which provides technical support to military healthcare professionals around the world.
A key requirement of the candidate is the ability to troubleshoot an expansive variety of potential user issues. Tier III Support means that troubleshooting has moved beyond the more rudimentary user issues and the potential candidate will need to demonstrate a desire to find the root cause and truly understand how to resolve it.
Job Duties:
Troubleshoot and administer Citrix, VMware, and Microsoft Server issues
Resolve service requests using a ticket management system
Support and maintain the customer-facing virtual hosting environment and communicate timelyand respectfully with end users
Provide installation support to teams by assisting with upgrades and installing ServicePacks/hotfixes
Provide phone and remote support to various customers running various virtualizationtechnologies
Assist on internal and external projects
Work on a rotating shift schedule to support customers around the clock
Basic Requirements:
At least 5 years experience troubleshooting and administering Citrix, VMware, and MicrosoftServer issues
Active Secret clearance required
A minimum of 3 years Federal experience, preferably DOD. Military experience counts towardthis requirement if IT work
Experience with Microsoft office products (Word, Excel, Powerpoint)
Excellent customer service and organization skills
Excellent oral and written communication skills
Excellent time management skills and ability to work independently and with a team
Ability to create standardized operating procedures and manuals
Preferred Requirements:
Experience working with the Defense Health Agency (DHA)
Experience with server ports, protocols, and services
Experience with VMWare and administering virtual machines
Experience troubleshooting connectivity issues between servers and systems
Experience working with an online ticketing system, particularly Remedy or Service Now
Experience using MS SharePoint
Accelera Solutions is an Equal Opportunity Employer/Veterans/Disabled.
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