Cyber Systems Support Specialist

A proficient Cyber Systems Support Specialist to address end-user technical support queries on the Persistent Cyber Training Environment (PCTE) platform. The position involves documenting, monitoring, and resolving reported issues while ensuring adherence to operational service level standards. The specialist will utilize product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions. The candidate will offer guidance on issue resolution approaches and escalate issues as needed. Moreover, responsibilities extend to supporting software and device installationsupgrades, setting up user profiles, and maintaining user accounts to meet response time and quality service level standards.Essential Job Functions: As a member of the platform support team, the engineer will utilize JiraService Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing itspeak performance. They will oversee the creation of user accounts, address platform issuesraised by users, and ensure swift resolutions. Furthermore, they will incorporate user feedbackfor ongoing improvements to the customer experience. This comprehensive supportencompasses systems categorized under Unclassified, SecREL, and Top-Secret security levels.Required Skills• Possess strong written and verbal communication skills to collaborate seamlessly withina team environment and support stakeholders.• Display meticulous attention to detail while entering user information to ensureaccuracy, maintaining a commitment to error rates below 5%, minimizing the need forcorrective actions.• Ability to analyze real-world problems and implement solutions following corporateguidelines, industry best practices, and established procedures.• Offer professional-level support for IT, virtual environments, and network functions,addressing a range of technical challenges.• Thrive as a self-starter in a dynamic and fast-paced environment, collaboratingeffectively with engineers of varying skill levels and experience.• Display sensitivity and adaptability to meet customer needs and requirementseffectively.Required Clearance:For this role, an active Top SecretSensitive Compartmented Information(TSSCI) clearance, with either Full Scope or Counterintelligence (CI) Polygraph, is mandatory.Desired Skills• Demonstrated expertise in administering software systems within virtual machine andcontainer-based hybrid cloud environments.• Support the configuration, execution, and troubleshooting of virtual environmentscreated by users within PCTE.• Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and SingleSign-On (SSO) using Lightweight Directory Access Protocol (LDAP).• Proven ability to prioritize and manage multiple tasks, projects, and demandsconcurrently.• Interact proficiently with vendors, users, customers, and developers to comprehendevolving needs and operational requirements impacting the production environment todeliver comprehensive solutions.• Proficiency in resolving technical issues encompassing diverse integrated software andhardware platforms.• The ideal candidate should demonstrate flexibility in their work schedule, including theability to work different shifts and weekends.Required EducationExperience• Bachelor's degree in a technical discipline such as IT, computer science, systems orsoftware engineering from an accredited college or university. (5 years' experience inlieu of degree)• 8570 Compliant IAT Level II or greater. Security+, CISSP or other equivalent certificationrequired within six months of hire.Other RequirementsIn accordance with the specifications of a government contract, eligibilityfor this position mandates U.S. Citizenship status and a TSSCI security clearance. The precisesecurity clearance requisites will be detailed in the Government's Task Order.

Created: 2024-10-27