Help Desk/Support Specialist (Full Performance)

Nightwing Intelligence Solutions•Sterling, VA

3d•Onsite

About The Position

Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers’ most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets. Nightwing is seeking a Help Desk Specialist providing Tier 1 level support in the Herndon, VA area. The successful candidate will be a self-motivated, independent worker who can also work in, and contribute to, a team environment. The candidate will be part of a team that supports the hardware and software infrastructure for an enterprise minded organization. This position requires a broad knowledge of hardware maintenance and care, system administration, knowledge of automation technologies, and scripting. This position also requires a knowledge of security and accreditation practices and procedures and the ability to work with several enterprise resources and teams in the operation of an enterprise digitization infrastructure. TS/SCI with polygraph required Day 1 Hours of Support may extend beyond core hours. The position will include a variety of activities, including:

Requirements

broad knowledge of hardware maintenance and care, system administration, knowledge of automation technologies, and scripting
knowledge of security and accreditation practices and procedures and the ability to work with several enterprise resources and teams in the operation of an enterprise digitization infrastructure
TS/SCI with polygraph required Day 1
HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 2 years of relevant experience.
BA/BS degree.

Nice To Haves

Demonstrated on-the-job experience working and solving technical problems independently as a system administrator.
Demonstrated ability to monitor and troubleshoot enterprise workflow applications, to include: installing, starting, and stopping background processes, analyzing log and event files, and patching and troubleshooting.

Responsibilities

Provide support to Sponsor· automated systems via support requests
Provide tracking and reporting of support requests open, closed, and active for Sponsor's Automated Systems.
Utilize a Sponsor approved support request tracking system.
Meet Sponsor established goals for addressing support requests. Utilize Sponsor approved tracking system to provide Sponsor approved metrics on a weekly and monthly basis for Sponsor review.
Provide response to support requests based on Sponsor time requirements.
Respond to after-hour and weekend critical support requests based on prior scheduled Sponsor requirements
Establish SOP for request escalation to Tier 2-3 level support
Establish and maintain an updated list of KBAs (Knowledge Based Articles) pertaining to frequently asked support requests
Performance of general system administration activities: user account creation, manage access controls, implementation and review of security policy, hardware installation, driver installation, software patching, monitor activity logs, and creation of automation scripts.
Provide technical support for the application as needed to interface with the user base.
Maintenance and care of digitization hardware, to include: installation, troubleshooting, maintenance, and repair.
Make objective and technically sound recommendations for potential future hardware and software purchases.
Analyze production metrics and data to provide data-driven recommendations to management to support continual process improvements.
Generate weekly, monthly, and yearly metrics reports.
Learning, supporting, and training users on different types of digitization hardware.