Technical Support Specialist

Tier 1 Technician/Specialist
Location: Arlington, VA
Must have Top Secret Security Clearance
Node is supporting a U.S. Government customer on a large mission-critical development and sustainment program to design, build, deliver, and operate a network operations environment; including introducing new cyber capabilities to address emerging threats.
Node is seeking a Tier 1 Technician/Specialist to perform a wide variety of technical tasks in support of operations, production, and test environments.
Responsibilities:
• 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 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. This position requires shift work.
Requirements
Required Skills:
• Must be able to work shift schedule
• U.S. Citizenship
• Must have an active/current Top Secret clearance with SCI eligibility.
• Must be able to obtain DHS Suitability
• 6+ years of directly relevant experience
• Experience and/or familiarity with one or more of the following: M365, Call Distribution Systems, Red Hat, Microsoft Windows (10, 11), VMware, SharePoint
• Experience with monitoring system health and status
• Experience documenting problems and resolutions through a tracking program
• Experience performing various administrative duties and providing technical assistance, with the supervision of a team leader to remotely locate users
• Tier I experience: General troubleshooting, triage, or performance of specific tasks (i.e. user account creation, password resets/unlocks, share drive access, remote software installations)
Desired Skills:
• Experience interfacing with the following groups: software development, testing, integration, deployment, sustainment,
maintenance, etc.
• Experience working in an Agile environment
• Experience with ITIL methodology
• 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.
• Experience performing incident response (tiered support model), using an Incident Management System.
• Tier II experience: Prioritize incidents. Perform detailed troubleshooting and root cause analysis. Determine multi-user, multi-system correlations.
• Experience interfacing directly with customer and program management teams.
• Experience providing status to program management and input to customer status reports.
Required Education:
• HS diploma
Desired Certifications:
• DoD 8570.1-M Compliance at IAT Level I
• Information Technology Infrastructure Library (ITIL) certification
Company Overview:
Node.Digital is an independent Digital Automation & Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact.
Our Core Values help us in our mission. They include:
OUR CORE VALUES
Identifying the~RIGHT PEOPLE~and developing them to their full capabilities
Our customer’s “Mission” is our “Mission”. Our~MISSION FIRST~approach is designed to keep our customers fully engaged while becoming their trusted partner
We believe in~SIMPLIFYING~complex problems with a relentless focus on agile delivery excellence
Our mantra is “~Simple*Secure*Speed~” in the delivery of innovative services and solutions
Benefits
We are proud to offer competitive compensation and benefits packages to include:
Medical
Dental
Vision
Basic Life
Long-Term Disability
Health Saving Account
401K
Three weeks of PTO
10 Paid Holidays
Pre-Approved Online Training