Technical Support Specialist with Security Clearance

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Job description

Location: • St. Louis, MO • All candidates must be located within commuting distance Clearance: • Active SECRET clearance required for all hires • Must be a U.S. Citizen Shifts: • This is a 24/7 hour operation with three shifts: 6:00 AM - 2:30 PM CST 2:30 PM - 10:30 PM CST 10:30 PM - 6:30 AM CST Education/Experience Requirements: • Bachelor's degree (or equivalent) with 2-4 years of experience • Experienced with frequent use and application of technical standards, principles, and theories • Works under general supervision, providing solutions to technical problems of moderate scope/complexity Job Description: • Technical Support: Provide advanced technical advice and guidance on the installation, adaptation, configuration, or enhancement of company technical products and programs. Perform Tier I/II problem resolution over the telephone with users, walking them through a series of steps to determine the problem and classify its level, priority, and nature. Possess 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 expertise for the resolution of technical problems, troubleshoot products, and modify products to meet customer requirements. Offer expert and second-tier technical support for the installation and repair of complex systems and outages. • System and Configuration Review: Review systems and configurations to ensure the successful implementation of services into production. Maintain system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide maximum availability and optimal Mean Time To Repair. Partner with developers and engineers to reduce recurring incidents. • Consultative Assistance and Training: Provide consultative assistance during off hours as needed. Assist in developing continuous process improvements for support tools and troubleshooting techniques. Collaborate and assist R&D in the testing and optimization of product support techniques and tools. Provide training to customers. • Incident Management: Communicate issues at a particular account to appropriate internal personnel. Determine the effectiveness of known solutions for reported problems and apply these solutions as required. Assess the severity and complexity of reported issues and escalate to the appropriate specialist if necessary. Organize support priorities and determine troubleshooting workflows. Key Skills: • In-depth knowledge of computer hardware, software, and networking systems • Advanced analytical and troubleshooting techniques • Strong communication skills, both written and verbal • Ability to work independently and provide solutions to technical problems • Experience with system stability and proactive maintenance • Excellent organizational skills and the ability to prioritize competing tasks Join our team and contribute to the resolution of technical problems, ensuring the stability and efficiency of our systems. Your expertise will play a crucial role in supporting our clients and maintaining high standards of technical performance.

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