Lead Field Support Engineer

Tyto Athene, LLC•Washington, DC

6d•Onsite

About The Position

Tyto Athene is searching for a Lead Field Support Engineer to support a healthcare customer for a newly awarded contract in Atlanta, Georgia. The Field Support Tech will provide hands-on support for all OIS systems at remote locations. Support includes, but is not limited to, inventory, installation, replacement, troubleshooting, upgrade, and maintenance. System includes all security tools, supporting infrastructure, and client computer systems. Remote locations include but are not specifically limited to OPDIV Data Centers, PSC Warehouse, Health Sector Cybersecurity Coordination Center (HC3), and Trusted Internet Connection Access Provider (TICAP) locations where Cybersecurity Operations (CSO) assets are located. These physical geographic locations are within the following areas: Atlanta, GA; Albuquerque, NM; Shelbyville, KY; Frederick, MD; and the Washington DC Metro areas. The Contractor shall be capable of performing the tasks &/or possess the skill sets listed below:

Requirements

Ability to participate in a 24/7/365 on call rotation.

Responsibilities

Provide on-site hands-on support for devices or systems within the aforementioned remote OPDIV locations. Support includes, but is not limited to, inventory, installation, replacement, troubleshooting, upgrade, and maintenance.
Diagnose and resolve system errors, hardware failures, and performance issues.
Escalate complex issues to higher-level STIM technical teams as needed.
Install, configure, and test systems (e.g., servers, workstations, switches, datacenter rack management devices) at OPDIV Enclaves locations. Ensure all installations meet Government standards and requirements set forth within STIM.
Conduct system upgrades, patches, and preventative maintenance when appropriate or deemed necessary.
While on duty and not in transit to or from OPDIV location(s), acknowledge tickets within 30 minutes.
Maintain readiness for emergency dispatch or urgent support situations. While on duty, dispatch to DC Metro area sites within one hour of notification. (ABQ and Shelbyville locations are yearly scheduled visits)
Maintain and update current list of all POCs for all sites and modify/update any procedures necessary for access of sites and locations.
Update asset and inventory logs related to field systems and components in concert with the Logistics/Inventory staff. Ensure field support tools, software, and replacement parts are properly inventoried, tracked, and maintained.
Maintain detailed documentation for system designs, configurations, processes, and service records.
Collaborate with cross-functional teams to support IT infrastructure projects, providing expert guidance and technical leadership.
Organized, detail-oriented, and excellent problem-solving skills with the ability to work independently or as part of a team. Strong communication and documentation skills, with the ability to explain complex technical concepts to non-technical stakeholders.
Interface directly with HHS OPDIV designated POC(s) to understand their technical requirements &/or limitations to assist in providing an effective solution when requested.
Deliver basic training to end-users on installed systems and new features when requested or deemed necessary.
Communicate system status and repair timelines clearly to STIM Federal or Contract staff members in conjunction with OPDIV POC(s) when appropriate.
Support the installation and configuration of networking, security, and server equipment within OPDIV Enclaves.
Troubleshoot field connectivity issues related to LAN/WAN, performance/throughput, VPNs, OPDIV devices, or other related IT/Network problems.
Possess knowledge &/or familiarity with security hardening framework standards and regulations from Center for Internet Security (CIS) Control 4, National Institute of Standards and Technology (NIST) Special Publication 800-53 Revision 5, and Defense Information Systems Agency’s (DISA) Security Technical Implementation Guides (STIGs).