Journeyman Computer Network Support Specialist

Basic Qualifications:

·       Active Secret Security Clearance

·       Experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.

·       U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.

·       Experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.

·       Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.).

·       Self-motivated and proactive – able to work independently with minimal supervision, identify opportunities and develop new ideas.

·       Ability to install Cisco switches and complex fiber backbone interconnectivity.

·       Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.

·       Able to plan and prioritize team workload to ensure objectives are achieved on time.

·       Experience working in a professional security environment balancing multiple tasks and prioritizing as required.

·       Team Player – Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.

Preferred Qualifications:

·       Relevant DHS focused experience.

·       Security+ Certification

·       A+ Certification.

·       Network+ Certification.

·       Cisco & Microsoft Certifications.

·       ITIL4 Certification.

·       Audio Visual experience.

·       Experience running and/or managing projects.

·       Self-motivated and proactive – able to work independently with minimal supervision, identify opportunities and develop new ideas.

·       Ability to install Cisco switches and complex fiber backbone interconnectivity.

·       Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.

·       Able to plan and prioritize team workload to ensure objectives are achieved on time.

·       Experience working in a professional security environment balancing multiple tasks and prioritizing as required.

Day to Day Work Responsibilities:

·       Provide Tier I and Tier II support for interagency partners. (USSS, CBP, FAA, DoD, etc.)

·       Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.

·       Strong Active Directory Skills

·       MS Exchange- Mailbox, Distribution, Mail enabled security groups creations.

·       M365 portal – Microsoft email account modifications for mailbox delegation permissions.

·       Cabling – Run Cat6 cable and termination, run multimode, single mode fiber.

·       Server room – Rack and connect various types of routers, servers, security appliances etc

·       Possesses a wide range of in-depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.

·       Provide AV support including VTC, video walls, utilizing Activu AV systems and integrated Creston/Extron solutions.

·       Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.

·       Provides expert and second tier technical support for the installation and repair of complex systems and outages.

·       Reviews system and configurations to ensure successful implementation of services into production.

·       Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.

·       Partners with developers and engineers to reduce reoccurring incidents.

·       Provides consultative assistance during off hours as needed.

·       Assist in developing continuous process improvement for support tools, troubleshooting techniques. Collaborate and assist R&D in the testing and optimization of product support techniques and tools.

·       Communicate to appropriate internal personnel of issues at a particular account?

·       Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.

·       Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.

·       Determine the troubleshooting workflow and organize support priorities.

·       Determine severity and complexity of a reported issue and escalate to the appropriate specialist. Provides training to customers.