In this position, you will support our customer in the Annapolis Junction, MD area, responsible for assisting less-experienced team members while applying diagnostic techniques to resolve technical issues. The ideal candidate will have experience providing remote support and will be instrumental in identifying and solving problems for users of cloud infrastructure.
This position is external referral fee-for-hire eligible.Location: Annapolis Junction, MD
All work is on-site. This is not a hybrid or remote position.
****This is Shift work: Wed-Sun (2pm-10pm)Clearance: TS/SCI with polygraph.Certifications: - DoD 8570 IA Type: IAT Level1
- DoD 8570 CE Certification Requirements: CompTIA A+ CE OR CompTIA Network+ CE
Requirements:- U.S. Citizenship
- TS/SCI with Polygraph
- Bachelor's degree and Ten (10) years of experience in a related field.
- Provide technical support and troubleshooting for network, desktop, and system hardware and software issues.
- Apply basic diagnostic techniques to identify technical problems, investigate their causes, and recommend effective solutions.
- Offer remote support access via desktop mirroring and other remote access applications to users at global sites.
- Identify, investigate, and resolve technical problems reported by helpdesk users, particularly related to cloud infrastructure.
- Follow up on reported issues to ensure timely resolution and user satisfaction.
- Guide and mentor less-experienced team members by providing coaching and sharing knowledge.
- Document technical issues, troubleshooting steps, and solutions to build a knowledge base for future reference.
- Assist in the implementation and management of cloud infrastructure and related systems.
- Support daily maintenance, system updates, and proactive system monitoring to ensure optimal performance.
- Collaborate with cross-functional teams to address and resolve complex technical challenges.
- Proficiency in troubleshooting and supporting network, desktop, and system environments (hardware and software).
- Hands-on experience with remote desktop applications and remote access tools.
- Familiarity with cloud infrastructure and experience troubleshooting issues in a cloud environment.
- Strong problem-solving skills and ability to apply diagnostic techniques.
- Excellent communication skills and the ability to work effectively with users of varying technical proficiency.
- Ability to provide coaching and guidance to junior team members.
- Familiarity with standard IT service management processes (incident management, ticketing systems).
Mandatory Skills:- Hardware
- Remote Assistance
- Remote Desktop
Education and Required Qualification- Bachelor's degree and Ten (10) years of experience in a related field.
OR
- Highschool Diploma/GED and Fifteen (15) years of relevant experience
Travel- Less than 10% of travel may occur.
BENEFITS - Full-time Employees- 401K with employer contribution. Fully vested at 1 year anniversary.
- Five (5) weeks comprehensive annual leave (25 workdays).
- Additional leave can be earned in lieu of overtime.
- 11 Paid Federal Government Holidays.
- Up to $5,000 annually for individually tailored education / training program.
- All education plans must be pre-approved by Advantage Engineering management.
- Life Insurance at 1x annual salary with employee option to purchase additional coverage for self and dependents.
- Short-term and long-term disability.
- We contribute a generous portion towards the cost of monthly medical plans for any of the three medical, 1 dental and 1 vision plan provided by CareFirst.
All employees are eligible to earn generous incentives and performance bonuses.
