Support Technician 3

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security, and systems groups. Performs basic operation, monitoring, installation, trouble shooting, relocations, or maintenance of communications equipment. Identifies and resolves basic communications problems. Prepares or assists in the

preparation of service record documentation. Shows awareness of standards and regulatory requirements related to assigned tasks.

Assists in monitoring and providing assistance on the use and interface of systems, subsystems, and software applications. May be responsible for accessing data from and transferring data to various local, state, or federal databases. May assist in the review and recommendation of the procurement and inventory of information resources hardware or software. May write and update personal computer and mainframe application programs. Experience in automated data processing systems.

Knowledge of the practices, principles, and techniques of computer operations, of information systems, of computer software and hardware, and of information security policies and procedures. Skill in the use and support of personal computers, in the use of applicable programs and systems, and in

troubleshooting information systems. Ability to operate information technology systems, to communicate effectively, and to train others.

Provides assistance in the design, development, and maintenance of various system applications. Provides technical assistance and support for applications and hardware problems. Installs, maintains,moves, and assists in testing and upgrading new and existing hardware/software. Reviews and recommends procurement of information technology equipment. Maintains the necessary security controls over software. Makes presentations and briefings for training sessions. Prepares briefings, reports, and evaluations on system efficiency and utilization. May be responsible for accessing data from and transferring data to various local, state, or federal databases.

Installs, maintains, moves, and assists in testing and upgrading new and existing hardware and software. Reviews and recommends procurement of information technology equipment. Maintains the necessary security controls over software. Develops procedure manuals. Develops and makes presentations and briefings for training sessions. Prepares briefings, reports, and evaluations on systems efficiency and utilization. May supervise the work of others.

Key Responsibilities:

• Assess Legacy Systems: Conduct detailed assessments of existing EOL systems, including Windows Server (2012 and older) and Red Hat Enterprise Linux (RHEL 5, 6,7 and newer).
  
• Identify Priorities: Prioritize migration based on system criticality, security risks, and operational needs.
  
• Develop Migration Strategy: Create a comprehensive plan for transitioning legacy RHEL and Windows systems to supported versions, including risk assessments, upgrade paths, and timelines.
  

• Legacy OS Migration: Migrate RHEL 5/6 and older Windows Server systems to newer, supported OS versions (RHEL 8/9, Windows Server 2022/2025).
  
• Upgrade Path Planning: Perform in-place upgrades as last resort. Primary job is to preform a reinstallation, following best practices to ensure compatibility and minimize downtime.
  
• Data Backup & Recovery: Implement data backup and recovery strategies before, during, and after the migration, with a focus on reducing potential data loss during the upgrade process.
  
• Post-Upgrade Validation: Validate the system?s functionality after the upgrade (e.g., performance checks, compatibility testing of critical applications, system services, and networking configurations).
  

• System Reconfiguration: Reconfigure system services and settings (e.g., networking, storage, security settings) after OS upgrade.
  
• Configuration Management Tools: Utilize tools like Ansible for RHEL configurations and PowerShell for Windows configurations to maintain consistency across systems.
  
• Automation Scripting: Write and maintain automation scripts for repetitive tasks across both Windows and Linux systems.
  

• System Hardening: Perform system hardening tasks on RHEL and Windows Server systems before and after migration to mitigate security risks.
  
• Patch Management: Apply security patches and updates for both RHEL and Windows servers. Ensure that legacy systems are brought up to current patch levels before the upgrade.
  
• Vulnerability Remediation: Run vulnerability scans and perform security updates to address any issues uncovered during the migration process.
  
• Compliance Assurance: Ensure all systems meet internal security policies, compliance regulations, and industry standards (e.g., CIS Benchmarks, NIST).
  

• Issue Resolution: Act as the point of escalation for system issues encountered during the migration process, especially for legacy RHEL 5/6 and older Windows versions.
  
• Post-Migration Support: Provide ongoing support for both Windows Server and RHEL systems after migration, addressing system issues, performance concerns, or compatibility problems.
  
• Problem Solving: Troubleshoot OS-level issues and application problems on both Windows and RHEL systems post-migration, ensuring high availability and reliability.
  

• Migration Documentation: Maintain detailed documentation of the migration process, including steps taken, configurations changed, and any issues encountered and resolved.
  
• System Configuration Records: Update system configuration records post-migration to reflect the new OS and environment. This will be reflected in the CMDB as well as the TRP list.
  
• Progress Reporting: Provide regular updates and reports to stakeholders on migration status, challenges, and milestones achieved.
  

• Cross-Functional Collaboration: Work closely with other IT teams (e.g., networking, database admins, application owners) to ensure smooth integration of migrated systems.
  
• Vendor Coordination: Coordinate with third-party vendors or support services as needed, especially for issues related to legacy systems or proprietary software running on older OS versions.
  
• End-User Communication: Communicate with end-users and stakeholders about any system downtime, changes, or disruptions during the migration process.
  

• Documentation for Internal Teams: Create detailed user manuals and internal documentation on managing updated systems.
  
• Knowledge Sharing: Share insights and lessons learned from the migration process to help other teams with similar future upgrades or transitions.
  

• Backup Solutions: Ensure that backup solutions are in place for both Windows and RHEL systems
  
• Disaster Recovery Planning: Update disaster recovery plans for systems post-migration and test recovery procedures to ensure business continuity.
  

• System Audits: Conduct post-migration audits to verify that all systems are fully functional, secure, and compliant.
  
• Post-Migration Optimization: Identify any post-migration system performance improvements, optimizations, or further enhancements needed.