System Support Analyst

Openings Scott AFB, Illinois


Description

Level 1 Technical Support Specialist
Job #:  2157
Location: Scott AFB, IL
Status: Regular Full-Time
Minimum Clearance: Secret

 

Superlative Technologies (DBA SuprTEK) is forming a team to provide 24/7 Level 1 Technical Support for a leading-edge web application running in the latest technology DevSecOps cloud environment.  This command-and-control (C2) application provides worldwide planning capability for U.S. Transportation Command (USTRANSCOM) and Air Mobility Command (AMC) missions.

Level 1 Technical Support team members will be a primary point of contact for users around the globe experiencing technical or other difficulties with the application.  They must be adept at understanding issues, troubleshooting, and resolving problems.  Additional support team activities include improving support documentation and processes, continually seeking to innovate and automate, and participating in routine system maintenance and security procedures. 

Job Description

 

Level 1 Technical Support is a primary point of contact for C2 web application users seeking assistance with a wide range of technical and application issues on a 24/7 basis.  The support team member quickly identifies, evaluates, and troubleshoots the issue, then identifies and executes a resolution.  This could include replicating a problem with specific steps and data sets or reviewing system logs to identify communication failures.  Providing this support requires a combination of technical system knowledge along with understanding application functionality.   Level 1 Technical Support will be responsible for entering and tracking trouble tickets, escalating to Level 2 Technical Support as needed, and ensuring tickets are closed in a timely way.   Continually improving support through metrics, dashboards, processes, and an accessible knowledge base is also key support team activities. 

Primary Responsibilities

  • Operational and technical worldwide, 24x7 support for a cloud-based C2 web application.
  • Carry out basic technical and troubleshooting activities such as review and interpret system logs; verify the availability of operational interfaces, networks, or databases.
  • Monitor cyber-security tools. 
  • Assist user with account management services such as creating or unlocking accounts and password resets.
  • Rapidly respond to user assistance requests.  Create and track trouble tickets to resolution.  Serve as a company and program ambassador to worldwide users.  
  • Participate in continually improving response times through innovation, process improvement, an accessible continually updated knowledge base, maintaining the troubleshooting playbook, and procedures.  

 

 

Qualifications

  • An IT-related Associate degree or equivalent years of IT experience.
  • Two or more years of system technical support work experience, such as system troubleshooting (particularly Windows and Linux operating systems), reviewing/interpreting logs, support trouble ticketing systems, support of web applications, user management, and using scripting languages.
  • An active SECRET security clearance.
  • CompTIA Security+ Certification (or obtain in an agreed timeframe).
  • Excellent verbal and written communication skills, and the ability to develop a rapport with users to understand their issues and provide satisfactory resolutions.
  • A fast learner able to apply knowledge and experience on multiple work assignments across a range of matters - some of which may be complex. 
  • The ability to contribute to program deliverables, documentation, and performance metrics.

 

About SuprTEK

 

SuprTEK is an IT Engineering and Professional Services firm focused on helping the Department of Defense (DoD) and Government agencies assure mission success by delivering exceptional solutions with proven results.  With corporate headquarters in Ashburn, VA, SuprTEK also has a strong presence in the St. Louis Metro East with its Solution and Engineering Delivery business unit, which is currently fulfilling several contracts associated with Scott Air Force Base (SAFB), IL.

SuprTEK provides competitive compensation and a comprehensive benefits package.  We have recently won #124 place of the Top 500 Fastest Growing Companies rated by Inc. Magazine and Comparably’s Top Workplace awards, including Best Perks and Benefits, Best Company Culture and Best Company Outlook.  

SuprTEK recognizes hard work and contributions to overall company success – come join our Team!


SuprTEK is an Equal Opportunity Employer