Help Desk Engineer with Security Clearance

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Job description

Data Machines is seeking talented, tenacious, and highly motivated individuals with service desk experience to provide front line user support in an on-site environment. You will join a team of developers that own and operate the scalable compute environment that is accessed by a diverse set of users to support various mission use cases. The platform will be distributed across location, organization, and security domains. There will be engagement with many stakeholders beyond Data Machines including other peer organizations and the government project sponsors. A significant amount of time will be spent on-site at a partner location working alongside other developers and stakeholders. Those who join in this role will be tasked with enabling a diverse set of highly technical developers to achieve mission success in service of a critical national security need. The role will work with Technical Leadership to provide support to include: Conduct up to Tier 2 support for continuous operation and maintenance of a scalable compute and software development environment, and support its availability of applications to users. Provide Tier 2 help desk support to troubleshoot user issues and manage ticket escalations. Assist users and developers in resolving application-related problems, ensuring that solutions align with approved processes and security guidelines. Support the ongoing operation and availability of services, ensuring that users have uninterrupted access to necessary applications and services. Monitor system performance and address issues proactively to maintain high service uptime. Assist DevSecOps engineers with maintaining needed services users and developers and assist with developing automated solutions to streamline Help Desk support to users and application developers. Use both graphical and programmatic solutions to help maintain system and service uptimes and user experience. Work with cybersecurity personnel to maintain total system security and follow approved processes when assisting users with troubleshooting and tickets. Successful applicants will be required to commit to full time on-site at a secure location in the Reston, VA area working directly with operators and stakeholders. Minimum Qualifications: Active Top Secret clearance with favorable adjudication for SCI eligibility. Previous experience conducting face-to-face Tier 1 and Tier 2 user support. Previous work providing user support within a Linux/Unix environment. Hold a current DoD 8570 IA Baseline Certification, IAT Level II (example: Security+ CE, CCNA Security, CYSA+, etc.). Experience using ServiceNow, Remedy or a similar ticketing system. Comfortable using multiple communication channels (email, ticketing, chat, conferencing) to assist users. Experience working with FreeIPA and associated services (DNS, DHCP, Group Policy, Distributed File System, etc.). Willingness to learn and expand technical knowledge into new fields and technologies. Strong communication skills and ability to explain protocol and processes with team and management. Ability to work with minimal supervision in a changing environment. Team player. Desired Qualifications: Previous experience providing user support in a highly dynamic, innovation driven environment with constantly changing requirements. Demonstrated ability to implement scripted automation solutions to ease support tasks. Interest and willingness to level up your software development and system operation skills and responsibilities. Routine coordination with security professionals to continually define, develop, and review user management processes and procedures. Active TS/SCI Clearance.

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