Karsun Solutions LLC

Tier II Help Desk Analyst

Job Locations US-VA-Herndon
Posted Date 2 weeks ago(3/8/2018 3:08 PM)
# of Openings
Information Technology


This position supports the General Services Administration (GSA) CAMEO program. The Karsun team is responsible for the development, maintenance, and enhancement (DM&E) and operation of selected GSA Federal Acquisition IT Systems. All employees must be able to pass a Federal Suitability Check for a position of public trust. The GSA CAMEO program supports the operations of multiple business applications, as well as development of new applications across different technologies. The Karsun software development team is responsible for the software design and implementation of web applications supporting multiple Business Lines within GSA. Successful candidates are modern web development specialists experienced in translating business requirements into software architecture.  In addition to strong software development skills, ideal candidates have demonstrated experience in working on an Agile Scrum team. Position location is in Herndon, VA. 


  • 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. 


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


  • 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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