Help Desk Engineer

Help Desk Engineer

Requirements

• Bachelor’s degree in a technical discipline such as IT, computer science, systems or software engineering from an accredited college or university. (5 years’ experience in lieu of degree)
• 8570 Compliant IAT Level II or greater. Security+, CISSP or other equivalent certification required within six months of hire.
• Active Top Secret/Sensitive Compartmented Information (TS/SCI) clearance, with either Full Scope or Counterintelligence (CI) Polygraph, is mandatory.
• Strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• Meticulous attention to detail while entering user information to ensure accuracy, maintaining a commitment to error rates below 5%, minimizing the need for corrective actions.
• Ability to analyze real-world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.
• 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, collaborating effectively with engineers of varying skill levels and experience.
• Sensitivity and adaptability to meet customer needs and requirements effectively.

Responsibilities

• Utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.
• Oversee the creation of user accounts, address platform issues raised by users, and ensure swift resolutions.
• Incorporate user feedback for ongoing improvements to the customer experience.
• Provide comprehensive support encompassing systems categorized under Unclassified, Sec/REL, and Top-Secret security levels.

Preferred Qualifications

• Demonstrated expertise in administering software systems within virtual machine and container-based hybrid cloud environments.
• Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.
• Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).
• Proven ability to prioritize and manage multiple tasks, projects, and demands concurrently.
• Interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.
• Proficiency in resolving technical issues encompassing diverse integrated software and hardware platforms.
• Flexibility in work schedule, including the ability to work different shifts and weekends.