Technical Support Specialist Jobs in Virginia

Job Overview

In this role you will provide Tier 1 support for Network(s) Management, Operations, and Maintenance for a Government agency.

Location: This is a On-Site position based in either Ashburn, VA, Springfield, VA or Orlando, FL. Candidates MUST reside near one of these locations to be considered.

Shift: 6:00 AM to 6:00 PM or 6:00 PM to 6:00 AM, 3 days on, 4 days off rotation, with rotating Wednesdays.

Salary: TBD. Please provide salary requirements with resume.

Day to Day Work Responsibilities:

• The Tier 1 Analyst is the NOC first tier of NOC support responsible for initial triage of enterprise events and incidents with the goal of quickly resolving the issue or escalating to NOC Tier 2 support. Includes both customer telephone support as well as electronically submitted requests.
• Provides polite and friendly customer service.
• The NOC Tier 1 Analyst will be responsible for monitoring network services and responding to events and alarms, supporting the incident management process, including defining the impact, properly escalating, and resolving incidents.
• Documents incident status and solutions in incident database tools.
• In addition, the Tier 1 Analyst will support service and change requests for a highly critical and dynamic WAN/LAN/MAN environment.
• The NOC operates 24/7/365, the NOC will be staffed with shift schedules and the candidate will a member of a team working one of those shifts.
• The Tier 1 technicians are part of the NOC Team that collectively work to operate and maintain the Network to meet performance and stability requirements, allowing customer to meet business needs.

Basic Qualifications:

• Bachelors degree or a High School diploma and 4 years of experience.
• Must be a U.S. Citizen
• Must have the ability to obtain and maintain a Public Trust, which may take up to 12 months or longer to complete.
• Experience routing and switching/Firewall (FW)/load balancing
• Working understanding of the OSI model Layers 1-3
• Working knowledge of TCP/IP and the functions of network technologies.
• Relevant service desk/phone support experience
• Must be able to work shift work (2-4 days on site depending on customer direction)
• Knowledge of Cisco Switches and Routers
• Operational knowledge of Cisco ASA Firewalls
• Operational knowledge of F5 Load Balancer devices
• Operational knowledge of Network Monitoring tools
• Use of ServiceNow ticketing application in a NOC environment.
• Candidate must demonstrate understanding of Incident, Change, Problem and Request management practices

Preferred Qualifications (Certifications)

• Cisco Routing and Switching
• CCNA Routing and Switching
• Riverbed, Netcool, SPLUNK, network monitoring tools

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person