Description • 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 Requirements • Active Top Secret/SCI clearance • 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. 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+