Cyber Help Desk - 0000-0800 shift

Metova Federal • Orlando, FL

2d • Onsite

About The Position

Join Cole Engineering as a Cyber Help Desk support specialist. We're looking for individuals to provide technical assistance to end-users on the (PCTE) Persistent Cyber Training Environment platform. Your responsibilities will include resolving user inquiries, documenting issues, and ensuring operational service standards are met.
In this role, you'll monitor reported issues, conduct thorough research, and troubleshoot using product information to deliver solutions. You'll provide guidance on issue resolution and escalate issues as needed. Additionally, you'll support software upgrades, set up user profiles, and maintain user accounts to ensure timely responses and high-quality service.
This is an on-site position on the third shift, working Monday through Friday (0000 to 0800).

Requirements

• Associate's degree in a technical discipline such as IT, computer science, or systems from an accredited college or university. (3 years’ experience in lieu of degree)
• 1+ years of experience working on a help desk.
• DoD 8570.01M IAT Level II or higher
• Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• Display attention to detail while entering user information to ensure accuracy, minimizing the need for corrective actions.
• Ability to analyze real-world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.
• Offer professional-level support for virtual environments, network functions, and other technical challenges.
• Display adaptability to meet customer needs and requirements effectively.
• In accordance with the specifications of a government contract, eligibility for this position mandates U.S. Citizenship status and a TS/SCI security clearance. The precise security clearance requisites will be detailed in the Government's Task Order.

Nice To Haves

• The ideal candidate should be flexible in their work schedule, including the ability to work different shifts and weekends.
• Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.
• Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).
• Interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.

Responsibilities

• As a member of the platform support team, the engineer will utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.
• They will oversee the creation of user accounts, address platform issues raised by users, and ensure swift resolutions.
• Furthermore, they will incorporate user feedback for ongoing improvements to the customer experience. This comprehensive support encompasses systems categorized under Unclassified, Sec/REL, and Top-Secret security levels.

Benefits

• Medical, Dental & Vision Coverage
• Wellness Program
• 401(k) Matching
• Disability (Short Term & Long Term)
• Employee Assistance Program
• Life Insurance
• Education & Training
• Generous Leave Policy (11 Federal Holidays, PTO, Military Leave, Bereavement and Jury Duty)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree