Technical Support Analyst - Shift C

Job Title: Technical Support Analyst III

Location: Crystal City, VA

Employment Type: Full-Time

Shift: Monday - Wednesday, and Sunday Night Shift (12 AM-8AM), Thursday Swing Shift (8 AM-4 PM)

About the Company

Athena Technology Group, Inc. (ATG) is a Service-Disabled Veteran Owned Small Business (SDVOSB) and Historically Underutilized Business Zone (HUBZone) established in 2010. ATG has immense experience and a strong, solid reputation throughout various government agencies, providing consistently superior, innovative, and cost-effective solutions. ATG is a premier provider of cybersecurity, risk management framework (RMF), and communications cybersecurity solutions, as well as information technology (IT) and communications consulting, system engineering, integration, deployment,t and operation of state-of-the-art command and control and information systems that deliver critical network-centric solutions to the warfighter. We are looking for innovative industry professionals to join our team and continue our proven track record.

ATG is an Equal Opportunity/Affirmative Action Employer Minorities/Females/Vets/Disability

Job Summary

We are seeking a Technical Support to join our team. You will play a key part in ATG's support of an enterprise-level classified help desk comprised of subject matter experts and technical personnel supporting Government clients. Our team will provide direct support to personnel, providing an adaptable customer service experience while ensuring KPIs and SLAs are maintained.

This position will support a rotating shift schedule.

Key Responsibilities

• Support customer-facing problems by utilizing trouble tickets to track and monitor.
  

• Responsible for assigned interactions with customers through help desk ticket assessment and resolution.
  

• Responsible for leading assigned help desk resolutions in the form of phone calls and technical conversations, adhering to SLAs and resolution requirements.
  

• Respond to inquiries regarding software applications and then present solutions.
  

• Analyze errors to isolate errors, response times, latency, etc.
  

• Responsible for engagement with product software development engineering as needed to resolve issues, document solutions, and ensure product serviceability, usability, and supportability, and incorporate into our software development.
  

• Support briefings to senior-level management responsible for providing direction to the program.
  

• Support incident management procedures and reporting.
  

• Troubleshoot and resolve technical, vendor, and personnel issues with respect to timelines.
  

• Ensure schedules are accurate and complete prior to reporting and escalate issues to appropriate leadership.
  

Qualifications

Required:

• Security Clearance Level: Must hold an active Top Secret Sensitive Compartmentalized Information (SCI) level clearance.
  

• Five (5) Years of experience in Help Desk environments.
  

Desired:

• Experience supporting COOP Sites and testing COOP requirements, including switch-over and data backups
  

• DoD 8140 certification(s)
  

• Four-Year or higher degree in a computer- or information science-related field.
  

• Experience in DoD or a government IT support environment
  

Physical and Environmental Conditions

• Work to be performed out of Crystal City, VA, supporting various missions across the area of responsibility.
  

• Must be able to sit for long periods of time in an office setting
  

• Must be able to travel, as needed, to Colorado City, CO
  

Additional Benefits

• Performance Bonuses and annual salary reviews
  

• Health, dental, and vision insurance
  

• Short Term Disability, Long Term Disability, and Life Insurance
  

• 401(k) plan with company match
  

• Opportunities for professional growth and development
  

• A collaborative and inclusive work environment
  

ATG is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.