Job Requirements
Job Description
Tier 2 On Call Support
Location: Fort Meade, MD
Required Clearance: Top Secret/SCI with FS Poly
Since 1999, ITEC has delivered mission-critical support to the DoD and Intelligence Community. Now part of ManpowerGroup Public Sector (MGPS), we continue that work with expanded capabilities. Employees hired through this process will join MGPS and receive a comprehensive benefits package and competitive pay.
Job Description:
Are you ready to make a significant impact by supporting critical national security infrastructure? We are looking for a Tier 2 On Call Support to join our dynamic team in the Ft. Meade, MD area.
Job Responsibilities:
We are looking for technical staff to provide 24x7 support to an existing Operations Center for a suite of Identity, Credential, and Access Management (ICAM) systems. The candidate will be responsible for monitoring ICAM systems and providing Tier 1 & Tier 2 support. This includes supporting customers who are integrating with Enterprise and IC Attribute and Authorization services. Support may include assisting end-users to resolve access issues, as well as aiding development teams in understanding and resolving issues with REST Services.
- The candidate will use JIRA for ticket management and provide support via email, chat, and phone.
- The ideal candidate is an analytical thinker who can solve difficult problems independently, and must be a fast learner to understand the technologies and operational environment quickly.
Experience with or knowledge of:
- Online and telephone customer support
- Public Key Infrastructure (PKI)
- Attribute Based Access Control (ABAC)
- Entitlements Management
- LDAP directories
- SQL and basic database querying abilities
- RESTful services
- Ticket tracking systems (e.g., JIRA, Redmine, ServiceNow)
- Linux operating systems
- Ability to:
- Analyze system applications and perform troubleshooting.
- Understand and communicate complex software systems.
- Modify Confluence pages and write technical documentation to support customers.
- Assist with educating/training customers on software capabilities.
- Assist with understanding and defining customer needs.
- Work independently
Requirements:
- Bachelor's Degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline.
- Seven (7) years experience as a System Engineer in programs or contracts of similar scope, type and complexity.
- Active TS/SCI w/ FSP
Work Schedule:
Staff will be assigned to one of five teams that provide 24x7x365 coverage.
The shifts rotate over 10 weeks in five 2-week periods as follows. Day and Mid shifts are 12 hours (5am-5pm, 5pm-5am), Straights are M-F (8 hours per day). Shift differential is available for the Mid shift (the differential is TBD).
- Period 1 – Mids – 4 on, 3 off, 3 on, 4 off
- Period 2 – Days – 3 on, 4 off, 4 on, 3 off
- Period 3 – Days – 3 off, 4 on, 4 off, 3 on
