Journeyman Computer Network Support Specialist

Basic Qualifications:

• Active Secret Security Clearance
• Experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.
• U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.).
• Self-motivated and proactive
• able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Able to plan and prioritize team workload to ensure objectives are achieved on time.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.
• Team Player
• Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.

Preferred Qualifications:

• Relevant DHS focused experience.
• Security+ Certification
• A+ Certification.
• Network+ Certification.
• Cisco & Microsoft Certifications.
• ITIL4 Certification.
• Audio Visual experience.
• Experience running and/or managing projects.
• Self-motivated and proactive
• able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Able to plan and prioritize team workload to ensure objectives are achieved on time.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.

Day Work Responsibilities:

• Provide Tier I and Tier II support for interagency partners. (USSS, CBP, FAA, DoD, etc.)
• Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Strong Active Directory Skills
• MS Exchange
• Mailbox, Distribution, Mail enabled security groups creations.
• M365 portal
• Microsoft email account modifications for mailbox delegation permissions.
• Cabling
• Run Cat6 cable and termination, run multimode, single mode fiber.
• Server room
• Rack and connect various types of routers, servers, security appliances etc
• Possesses a wide range of in-depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Provide AV support including VTC, video walls, utilizing Activu AV systems and integrated Creston/Extron solutions.
• Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.
• Provides expert and second tier technical support for the installation and repair of complex systems and outages.
• Reviews system and configurations to ensure successful implementation of services into production.
• Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
• Partners with developers and engineers to reduce reoccurring incidents.
• Provides consultative assistance during off hours as needed.
• Assist in developing continuous process improvement for support tools, troubleshooting techniques. Collaborate and assist R D in the testing and optimization of product support techniques and tools.
• Communicate to appropriate internal personnel of issues at a particular account?
• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
• Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
• Determine the troubleshooting workflow and organize support priorities.
• Determine severity and complexity of a reported issue and escalate to the appropriate specialist.