Cytech Services
  • Technology
  • Arlington, VA, USA
  • Full Time

CyTech Services is currently recruiting for Technical Support with at least an active SECRET Clearance. A final TS/SCI will be required.

All levels of Technical Support will have the skills listed below.  Each level may have additional education, skill and/or experience requirements.

The Technical Support Performs a wide variety of technical tasks in support of processes, engineering, quality control, calibration, laboratories, production/test environment, field operations, line maintenance, etc. Tests, troubleshoots, repairs, maintains and installs a wide variety of electronic, electromechanical, mechanical, computer, laboratory and scientific systems and/or equipment.  Sets up and operates engineering and scientific equipment. May recommend or select equipment and tools. 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 test 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.

Responsibilities also include:

  • Experience and/or familiarity with one or more of the following: Solaris, AIX, Red Hat, IRIS, Microsoft Windows (2000, XP, 2003), VMware, Sharepoint, Citrix.
  • Install, maintain, configure application and middleware software, equipment and systems.
  • Monitor system health and status.
  • Provide user support including, password reset, tools, access, etc.
  • Document problems and resolutions through a tracking program.
  •  Perform various administrative duties and provide technical assistance, with the supervision of a team leader to remotely located users.
  • Interface with the following groups: software development, testing, integration, deployment, sustainment, maintenance, etc.
  • Support shift work.
  • Experience working in an Agile environment desired
  • Experience with ITIL methodology desired.
  • 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.
  • Perform Incident Response (tiered support model), using an Incident Management System. 
    • Tier I: General troubleshooting, triage, or performance of specific tasks (i.e. user account creation, password resets/unlocks, share drive access, remote software installations).  Escalation to Tier II.
    • Tier II: Prioritize incidents.  Perform detailed troubleshooting, root cause analysis.  Determine multi-user, multi-system correlations. Escalation to Tier III.
    • Tier III: Provide system administrative support to correct deficiencies noted in the trouble ticketing system for COTS and GOTS software packages.

Required skills include:

  • Active Top Secret/Sensitive Compartmented Information (TS/SCI) security clearance required.
  • U.S. Citizenship required.

Certifications:

  • Desired certifications include: Certified Ethical Hacker (CEH), Cisco Certified Network Associate or Professional (CCNA, CCNP, etc.), Microsoft certifications (MCP, MCDST, MCSA, etc.), Cloud certifications.
  • DoD 8570.1-M Compliance at IAT Level I certification desired.
  • Information Technology Infrastructure Library (ITIL) certification desired.
  • No demonstrated experience required. 
  • High School diploma or equivalent is required.

1.2       TS02: Technical Support – Associate

Additional Responsibilities and/or skills:

  • Perform Tier I support
  • May perform Tier II support.

Additional Requirements:

  • Experience with disaster recovery, backup systems desired.
  • Four (4) or more years of technical support experience required.
  • High School diploma or equivalent is required.

1.3       TS03: Technical Support – Associate Senior

Additional Responsibilities and/or skills:

  • Perform Tier I support
  • May perform Tier II support.

Additional Requirements:

  • Experience with disaster recovery, backup systems required.

Certifications:

  • DOD 8570.1-M Compliance at IAT Level I certification required.
  • Six (6) or more years of technical support experience required.
  • High School diploma or equivalent is required

1.4       TS04: Technical Support – Specialist

Additional Responsibilities and/or skills:

  • Perform Tier II support.
  • May perform Tier III support.
  • May perform team lead functions.
  • Interface directly with customer and program management team.
  • Provide status to program management and input to customer status reports.

Additional Requirements:

  • Experience with disaster recovery, backup systems required.

Certifications:

  • DOD 8570.1-M Compliance at IAT Level I or better certification required.
  • One or more of the following certifications required: Certified Ethical Hacker (CEH), Cisco Certified Network Associate or Professional (CCNA, CCNP, etc.), Microsoft certifications (MCP, MCDST, MCSA, etc.), Cloud certifications.
  • Eight (8) or more years of technical support experience required.
  • High School diploma is required.

 

 

 

 

 

 

 

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