Technical Support Specialist
Mclean, VA

Job Description

ValidaTek, Inc. is an award-winning Small Business that provides high-security mission-critical IT services to the Federal Government. Our commitment to excellence in service delivery has resulted in dramatic growth and an expanding client base that includes several U.S. Federal Departments. The corporate infrastructure is robust and based on industry best practices as evidenced by our DCAA Approved accounting system, ISO 9001:2015, ISO 20000-1:2011, and ISO 27001:2013 certifications, and CMMI Level 5 for Services (CMMI-SVC Level 5) and CMMI Level 3 for Development (CMMI-DEV Level 3) appraisals. We pride ourselves in being the best and only attracting and retaining the best talent to fuel our rapid growth. We promote a strong employee-focused corporate culture that provides a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their contributions and we all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

http://www.validatek.com/

Position Description:

Provides technical assistance and training to system users. Responds to users requests for assistance by phone, in person, and online. May staff a help desk, information center, and/or provide on-site support. May install and modify personal computer, network hardware, software, and peripherals. Diagnoses hardware, software, and operator problems and takes remedial actions, escalates and/or recommends procedural changes. May load and configure operating systems and applications such as word processing, database, spreadsheet, and other applications. Requires comprehensive knowledge of stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.

* Responsible for providing deployment and technical support for a web-based queuing system to the client and other stakeholder groups
* Supports, monitors, tests, and troubleshoots LAN and WAN connectivity between the application server and customer endpoints; computer hardware like thermal printers, USB barcode scanners, network cards, graphics cards, and other peripherals; and software like client-side applications
* Manage, support, and maintain Windows Servers, version 2008+ by reviewing event log entries and resolving any issues, monitoring disk space utilization and ensuring adequate space is available at all times, and managing file server permissions to support resource availability for authorized persons or systems
* Creates, maintains, and troubleshoots Internet Information Services (IIS) 7+ and associated .NET web applications including IIS logs, application pools, web application service accounts, web.config modifications, application and site port bindings, and port assignment
* Receives support requests through the enterprise support ticket system and engages directly with the product users to perform root cause analysis, troubleshooting, and resolution while working with other team members to escalate issues, as necessary, to DevOps engineers or the leadership team
* This position will work closely with the senior operations engineer and devops engineers to ensure the application server environment is properly configured, compliant with enterprise policies, and stable
* May be tasked with writing or editing short scripts
* This position will require participation in an on-call rotating schedule

Position Requirements/Qualifications:

Education and Certifications

Required:

* Bachelors degree in information systems or related field
* CompTIA Security+ce, A+ce, or Network+ce (may be substituted for a higher certification from an alternate vendor)

Preferred:

* Microsoft Certified Solutions Associate

Knowledge and Experience

Required:

* 3+ years Windows Server administration, maintenance, and troubleshooting including reviewing event logs and resolving issues
* 3+ years IIS administration, maintenance, and troubleshooting including reviewing IIS event logs and resolving issues
* 3+ years installing, managing, supporting, and diagnosing Windows peripherals like USB thermal printers, USB barcode scanners, digital signage solutions, video over Ethernet converters, and touch screen hardware
* 3+ years in an federal enterprise IT environment with tier II or III operational support
* 3+ years participating in and contributing to successful completion of technical root cause analyses in a federal enterprise IT environment
* 2+ years with at least one of the following: PowerShell, VBScript, Bash, XSLT, C#, C++, JavaScript
* Fundamental understanding of networking principles: TCP/IP, common network devices including their roles and differences (firewalls, routers, switches, hubs), client-server communication, familiarity with the OSI model

Preferred:

* 1+ year Microsoft SQL Server: SSRS, SSMS, installing, monitoring, and troubleshooting
* 1+ year Linux: Shell, Redhat/CentOS, and/or Debian distros
* 1+ year Audio/Video experience including display technologies like VGA/HDMI/DVI, various audio outputs like 3.5 mm TRS, RCA, etc
* 1+ year experience with creating or maintaining knowledgebase articles and creating simple troubleshooting/workflow diagrams for technical support use
* Familiarity with reviewing, interpreting, and responding to network traffic analysis reports and identified network conditions from systems like SolarWinds or Wireshark
* Working knowledge of System Center Configuration Manager
* Some experience with Storage Area Networks including disk and storage management, de-duplication, and fiber channel switching
* Previous IT experience at Department of State

Applicants who are selected for employment will be required to verify authorization to work in the United States.

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.