Karsun Solutions LLC

Tier II Help Desk Analyst

US-VA-Herndon
6 days ago
ID
1639
# of Openings
1
Category
Information Technology

Overview

Karsun Solutions LLC is in the business of solving problems. Since 2009 as a premier consulting services company with a culture of innovation, Karsun offers a portfolio of Enterprise Modernization services to both civilian and defense Federal agencies. Karsun’s list of strong clientele includes U.S. Department of Homeland Security, U.S. General Services Administration, and the Federal Aviation Administration. Karsun combines years of institutional knowledge with a deep commitment to customer relationships, on every project. 

Responsibilities

  • Provide Tier 2 Service Desk support for a large scale government program under a robust ITIL v3 based Service Delivery model.
  • Deliver assistance and complex support to users to include subject matter expertise on supported software applications to include hardware and software technical assistance and service requests from the Tier 1 level.
  • Utilize state of the art diagnostic tools and monitoring systems to communicate and lead efforts to bring critical systems back online for end user. 

Qualifications

Required Skills: 

  • Working knowledge of an SQL DBMS such as MySQL, Oracle etc. (other than MS Access)
  • Working knowledge of HTML, XML, Apache, scripting/programming languages such as Java or JavaScript
  • Working knowledge of Unix/Linux command line
  • Ability to apply networking concepts such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)
  • Understanding of concepts such as ITIL, ITSM, Agile, GoLean, SDLC
  • Experience using ITSM Ticketing systems (Remedy, ServiceNow, JIRA) and application monitoring tools
  • Ability to ramp-up quickly and learn new applications from both business and technical aspects
  • Ability to problem solve complex user issues with minimal information 
  • Ability to work independently and take ownership of and complete relatively complex tasks, effectively using available resources, as needed, with minimal guidance
  • Possession of excellent oral and written communication skills
  • Proven customer service skills

Desired Skills: 

 

  • 5+ years experience working as a tiered support staff supporting production-based applications including 2+ years experience at Tier 2 level
  • Experienced under an ITIL v3 Service Operation framework supporting web applications (i.e. incident, problem and knowledge management)
  • Experience with one or more: AWS, JBoss, RHEL, Java development, Oracle and Sybase 
  • One or more certifications: AWS, Network+, ITIL Foundations
  • Experience with developing communication and training artifacts to support enterprise-wide deployments of IT initiatives
  • Ability to manage multiple simultaneous work streams, including projects and program initiatives, and prioritize, manage, and execute effectively with compressed time lines and an evolving understanding of a customer's support issue

Qualifications: 

  • Ability to obtain a Public Trust security clearance
  • BA or BS degree in CS, Computer Engineering, Information Technology or a related field

 

Karsun Solutions is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

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