Shift Lead System Administrator Jobs

By Light Professional It Services - Fort Meade, MD

Full-time

Fort Meade, MD

Professional, Scientific, and Technical Services

About the position

Cole Engineering, a By Light Company, is seeking an experienced Cyber Systems Support Specialist Tier III professional to join our dedicated team, focusing on the Persistent Cyber Training Environment (PCTE) platform. This role is critical as it requires an individual who excels in providing top-tier IT support within a multifaceted and dynamic environment. As the zenith of our helpdesk team, the Tier III engineer will tackle advanced technical challenges, ensuring that the solutions provided align seamlessly with the strategic objectives of our customer. The position demands a proactive approach to service management, emphasizing the importance of user feedback and continuous improvement in the customer experience. In this role, the Ops Shift Lead of the Help Desk & NetOps Team will utilize tools such as Jira Service Manager and vSphere to monitor and maintain the PCTE platform, guaranteeing its peak performance. The individual will adopt a structured approach to service design, transition, and operation, ensuring that IT services are aligned with user needs. This comprehensive support will encompass systems categorized under Unclassified, Sec/REL, and Top-Secret security levels, requiring a high level of expertise and attention to detail. The successful candidate will be responsible for addressing IT incidents with precision and promptness, analyzing patterns to determine and address root causes. They will regularly provide comprehensive reports detailing requests, resolutions, and progress status to all relevant stakeholders. The role also involves offering professional-level support for IT, virtual environments, and network functions, addressing a range of technical challenges while thriving as a self-starter in a dynamic and fast-paced environment. Collaboration with engineers of varying skill levels and experience is essential, as is the ability to efficiently manage and execute service requests to ensure timely service delivery and user satisfaction.

Responsibilities

• Utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform.
• Provide a structured approach to service design, transition, and operation, ensuring alignment with user needs.
• Incorporate user feedback for ongoing improvements to the customer experience.
• Address IT incidents with precision and promptness, analyzing patterns to determine and address root causes.
• Regularly provide comprehensive reports detailing requests, resolutions, and progress status to stakeholders.
• Offer professional-level support for IT, virtual environments, and network functions, addressing a range of technical challenges.
• Manage and execute service requests efficiently, ensuring timely service delivery and user satisfaction.
• Lead a dispersed, highly skilled team in support of help desk operations.

Requirements

• 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).
• DoD 8570.01-M IAT Level II Security Environment Certification: CompTIA Security+ CE, CISSP or other equivalent certification required within six months of hire.
• Strong written and verbal communication skills to collaborate within a team environment and support stakeholders.
• Meticulous attention to detail while entering user information to ensure accuracy, maintaining a commitment to error rates below 5%.
• Ability to address IT incidents with precision and promptness, while analyzing patterns to determine and address root causes.
• Experience in providing comprehensive reports detailing requests, resolutions, and progress status to stakeholders.
• Professional-level support for IT, virtual environments, and network functions, addressing a range of technical challenges.
• Ability to thrive as a self-starter in a dynamic and fast-paced environment, collaborating effectively with engineers of varying skill levels and experience.

Nice-to-haves

• 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.
• Proficiency in resolving technical issues encompassing diverse integrated software and hardware platforms.
• Flexibility in work schedule, including the ability to work different shifts and weekends.