• Provide first level contact and convey resolutions to customer issues 
• Properly escalate unresolved queries to the next level of support 
• Track, route, and redirect problems to correct resources 
• Update customer data and produce activity reports 
• Walk customers through problem solving process 
• Follow up with customers, provide feedback and see problems through to resolution 
• Utilize excellent customer service skills and exceed customers’ expectations 
• Ensure proper recording, documentation, and closure 
• Recommend procedure modifications or improvements
• Ability to investigate and research issues thoroughly with minimal guidance.
• Ability to support security compliance procedures to include assessing vulnerabilities, implementing controls, and reviewing security logs 

• Two (2) or more years of experience as a system administrator with demonstrated success in performing appropriate functions within large software development programs.
• Two (2) or more years of experience with help desk operations.
• One (1) or more years of experience with Jira.
• Must have an active Top Secret/SCI clearance

Required Education and Certification:

• A bachelor’s degree required in engineering, computer science, information sciences, or related field or equivalent in experience and expertise

Preferred or desired qualifications and Experience:

• AWS Certified Solutions Architect – Associate
• Security+