Cyber Systems Support Specialist III

Overview

Cole Engineering seeks an experienced Cyber Systems Support Specialist Tier III professional to join our dedicated team, supporting the Persistent Cyber Training Environment (PCTE) platform.

Responsibilities

This role demands an individual who excels at providing top-tier IT support in a multifaceted and dynamic environment. As the zenith of our helpdesk team, the Tier III engineer will address advanced technical challenges, ensuring that the solutions align seamlessly with the strategic objectives of our customer.

As a member of the platform support team, the engineer will utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance. Provide a structured approach to service design, transition, and operation, ensuring that IT services are aligned with the needs of the user.

Furthermore, they will incorporate user feedback for ongoing improvements to the customer experience. This comprehensive support encompasses systems categorized under Unclassified, Sec/REL, and Top-Secret security levels.

Required Experience/Qualifications

• 5-8 years of directly related experience supporting help desk operations.
• 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) 
• Required: DoD 8570.01-M IAT Level II Security Environment Certification: CompTIA Security CE, CISSP or other equivalent certification required within six months of hire.
• Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• Display 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.
• Address IT incidents with precision and promptness, while analyzing patterns to determine and address root causes.
• Regularly provide comprehensive reports detailing requests, resolutions, and progress status to all relevant stakeholders.
• 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, collaborating effectively with engineers of varying skill levels and experience.
• Efficiently manage and execute service requests, ensuring timely service delivery and user satisfaction.

Preferred Experience/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).
• Experience in maintaining and supporting networks in NSX/NSX-T
• Demonstrated experience configuring and maintaining Linux based systems including the ability to create, modify and implement scripts to accomplish tasks.
• Proven ability to prioritize and manage multiple tasks, projects, and demands concurrently.
• Interact proficiently with customers, vendors, 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.
• The ideal candidate should demonstrate flexibility in their work schedule, including the ability to work different shifts and weekends.

Special Requirements/Security Clearance

• For this role, an active Top Secret/Sensitive Compartmented Information (TS/SCI) clearance, with the ability to obtain a Counterintelligence (CI) Polygraph.