Information Technology Support Analyst

, MD, United States

Precise Software Solutions, Inc. is an innovative small business with a proven record of success delivering quality services and solutions to government organizations. A CMMI Level 3 company, Precise serves as a trusted advisor to senior technology executives and helps government agencies enhance and expand their information technology capabilities.

This position is in support of the federal agency Hybrid Data Centers located in VA, WV and on a Federal Cloud platform. The data center technology stack includes, but is not limited to Unix, Red Hat Linux, Windows, Citrix and Solaris Physical and Virtual Servers. These servers host mission critical applications running on IIS, Tomcat, WebLogic, Oracle, SQL Server, and AWS Cloud technologies. These mission critical applications are written in multiple programming languages like Java, PHP, .NET, HTML and Java Scripts and use SSO and other IAM authentical technologies. The contract includes non-business hours escalation support for incidents as well as Service Level Agreement metric tracking.

DUTIES AND RESPONSIBILITIES

As part of the day-to-day operations of the support services, identifies, researches, and resolves simple technical problems. The IT Support Analyst will adhere to escalation procedures and ensure service levels are maintained. The IT Support Analyst should be familiar with the ITC’s customer response concepts, practices, and procedures.

Responsible for providing a broad range of technical support services. The role will participate in the configuration, installation, and maintenance of hardware and software programs, and assist with upgrades and integrations. They provide repair and troubleshooting support, which may be performed remotely using a virtual tech support platform.

Adheres to the SDHSB management’s established processes and artifacts that are required for standardizing interactions with current and potential customers, management, and vendors including but not limited to: Service Level Agreements (SLAs), Memorandums of Agreement (MOAs), Memorandums for Record (MFR) and Inter Agency Agreements (IAAs).

Logs, analyzes, and assigns call records into service requests, incidents or problems records and assigns unresolved calls, service requests, incidents, and problems to appropriate support groups, ensuring adherence to Service Level Agreements (SLAs). Determines whether to escalate Major Incidents to the ITC Managers and incidents at risk of breaching Service Level Agreements.

Engages in proactive Communication and coordination with Level 2 and Level 3 support engineers and ensures the support request statuses are provided on timely basis as defined in SLA.

JOB REQUIREMENTS

Strong verbal and written communication experience

2 + Experience in working in NOC or IT Data Center Environment.

Strong Work Experience in working ITSM and ITAM tools like ServiceNow and Nagios

Ability to support Level 1 and Level 2 IT Service Requests in a NOC or IT Data Center Environment.

Strong and Clear Written and Verbal Communication skills

Previous experience with Windows Administration, Unix Administration, Citrix Administration, or database strongly preferred.

If remote, must have a quiet undisturbed workspace for daily activities. Office space is available in Rockville, MD

EDUCATION

AA degree (or equivalent) with 2 to 4 years’ experience in the field or in a related area.

Network, Server, ITIL or Cloud Entry Level Certification are preferred.

About Us

Precise Software Solutions, Inc., an SBA 8(a) program participant, is an innovative small business with a proven record of success delivering quality services and solutions to government organizations. A CMMI Level 3 company, Precise serves as a trusted advisor to senior technology executives and helps government agencies enhance and expand their information technology capabilities. Precise helps their customers capitalize on the efficiencies offered by technological advancements and ensures the integrity of their IT systems and programs so they can perform their public mission more effectively. The company is known for delivering agile and innovative solutions and specializes in strategic consulting, system modernization and integration, digital transformation and experience, infrastructure and cloud implementation, and data management and analytics.

Benefits and Perks

Health Benefits (Medical, Dental and Vision)

Flexible Spending Accounts (FSA) & Health Savings Account (HSA)

Retirement Plan with 100% company match

Paid Time Off

Paid Parental Leave

Life/Critical Illness/Accident/Hospital Indemnity Insurance

Tuition Assistance

Paid Innovation Days

Employee Referral Program

Annual Charity Donation Match

Awards and Recognition

Our Equal Employment Opportunity Policy

Precise is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment. The company is dedicated to seeking all qualified applicants.

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