Tier Three Technical Support

SAIC•Aberdeen Proving Ground, MD

2d•Onsite

About The Position

SAIC is seeking a Senior (Tier 3) Technical Support Analyst with in-depth Information Technology (IT) and communication systems experience to support the U.S. Army Combat Capabilities Development Command (CCDEVCOM), Engineering and Systems Integration (ESI) Directorate, Quick Reaction Capability (QRC) Branch (C5ISR-QRC). The C5ISR-QRC aims to research and develop technologies for systematic information processes to enhance situational awareness by acquiring precise and timely information during full-spectrum operations. This is a full-time, on-site position located on Aberdeen Proving Ground (APG), MD. The standard work week is Monday to Friday, but shift changes to cover off-hours and weekends may be required. The position may also transition to 12-hour days with a shortened work week.

Requirements

Bachelor's degree in Information Technology/Computer Science or equivalent technical field or a Management/Leadership Degree and fourteen (14) years of overall experience.
Direct experience in IT or information assurance or equivalent relevant disciplines including industry (development Contractor) or DoW background.
Additional years’ experience accepted in lieu of a degree.
IATII Level Certification (Security+) in line with DoD 8570.
Experience working with Windows OS and Linux.
Basic understanding of management/operation of both Virtualization and Containerization technologies (LKVM, ESXi, HyperV, Docker, Podman, Kubernetes).
TS/SCI Security Clearance is required to begin employment and to maintain employment on the contract.
Must be able to obtain a TS/SCI with a Counterintelligence (CI) polygraph within 6 months of hire.
Candidate must be a US citizen.
Dual citizenship is a disqualifier for this position.
Over 5 years' in-depth experience in information technology and information assurance, or equivalent relevant disciplines including industry (development Contractor) or DoW background.
Ability to read, understand, analyze, and modify network and electronic diagrams and troubleshoot major system errors.
Ability to create, work, resolve, elevate and close-out work tickets in an ITSM application (e.g., JIRA Service Management, I-Help).
Strong background in Microsoft Office tools.
Ability to build and maintain customer relationships and partnerships with stakeholders at all levels.
In-depth experience with Linux, specifically RedHat variety.
In-depth experience with Security (SELinux, ACL, PAM).
In-depth experience with Coding (BASH, Puppet).
In-depth experience with YAML.
In-depth experience with Network (TCP/IP, DHCP Server, Linux, DNS Server, Linux & Windows).
In-depth experience with Provisioning (PXE / Anaconda).
In-depth experience with Active Directory.
In-depth experience with Niagara Files.
In-depth experience with Public Key Infrastructure.

Nice To Haves

Familiarity with the systems being supported by this help desk.
Knowledgeable with communication security and signals intelligence designs and operations.
Knowledgeable with Quality Assurance (QA) policies and procedures for DoD systems.
Knowledgeable with satellite communications (SATCOM) and radio frequency (RF) systems.
Experience with tactical and national intelligence collection systems.
Prior military IT or networking experience is a plus.
Relevant computing environment certification (Linux+, Microsoft Windows Certified Administrator, Red Hat Certified Administration).

Responsibilities

Provide detailed technical support to C5ISR TSIG Programs, including Picketline, TSPRING, and SCAMP.
Provide system and network support, including advanced troubleshooting requiring remote access or specialized diagnostic tools and system anomaly resolution.
Perform Tier 3 level support covering advanced troubleshooting of hardware and software problems.
Manage administrator/service accounts.
Perform software/firmware updates and patching.
Troubleshoot existing dataflows with external teams.
Assist in developing new dataflows for emerging data/capability requirements.
Perform system configuration management.
Rectify or substantiate system deviations.
Understand network operations and implement/direct repairs.
Accept and work on new assignments with little to no supervision.
Mentor and train junior personnel.
Provide technical briefs and reports to senior customer personnel on system issues and planned resolutions, outlining system impact, downtimes, and risks.