Tier 3 Support - Remote Eligible

Technical Support And Maintenance

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support at the operating system-level across pre-defined server and network areas. Responsible for Level 1 basic level troubleshooting.

Job Responsibilities

• Implements routine changes on production systems.
• Supports the integration of new technologies into existing infrastructure.
• Resolves Level 3 incidents affecting the operation/availability of production systems, through troubleshooting and implementing known fixes.
• Deploys standard repeatable build outs.
• Patches and maintains appropriate technologies (e.g., servers/databases/network/storage/software solutions).
• Supports routine backup strategies and disaster recovery tests.
• Reviews system performance indicators and raises issues to more senior level team members.
• Assists with monitoring vendors' release notes and plan necessary upgrades and patches as required.
• Assists with creating and reviewing technical system recovery plans.
• Reviews the problem management register and identifies actions.
• Maintains third-party tools.
• Makes proactive suggestions for service improvements.
• Participates as a member of a team that handles inquiries from users for multiple applications. Assesses the customers' issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.

Minimum Qualifications

• US Citizenship
• HS Diploma or GED; bachelor's degree preferred (ideal areas: Information Technology, Computer Science, or a related field) or equivalent relevant experience
• Must hold an active Secret Clearance.
• 3-5 years of experience in information technology, systems administration or other IT related field.
• Good oral and written communications skills.

Other Job Specific Skills

• PeopleSoft Development experience and SQL experience required.
• Applies standard methodology, techniques, procedures, and criteria.
• Ability to troubleshoot and resolve basic/routine system hardware, software, or networking related problems.
• Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.
• Strong customer service skills.
• Experience with Salesforce a plus