End User Technical Support Specialist III / Certified Cisco
Vigilant Services Corporation - Leavenworth, KS

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Vigilant Services in support of our Veterans Affairs Client (VA) is currently looking for qualified individuals to provide expert technical Tier 3 onsite computer end user support. Have extensive experience in Cisco networks, switches and routers. Applicants must have an ACTIVE CLEARANCE and have it stated on their resume or cover letter to be considered for this position.

In addition to assisting Tier 1 and Tier 2 support personnel, preferred candidates will:

  • Research and develop solutions to newly identified and unresolved issues
  • Remediate software version vulnerabilities and keep on top of changes to the environment
  • Install and uninstall equipment when required and fulfill virtual team member requirements, as needed
  • Continuously identify and remediate security deficiencies on VA’s network infrastructure, database platforms, and Web application servers
  • Implement VA’s configuration management controls to ensure VA systems have appropriate security baselines and up-to-date vulnerability patches
  • Install patches to address security deficiencies
  • Adhere to standardized system development and change management controls for mission-critical systems
  • Provide technical expertise as required by each VA location.

In addition to the above responsibilities, Tier 3 support personnel will assist Tier 1 and 2 personnel with the following duties:

  • Respond and resolve tickets in a timely manner
  • Implement patches and implement corrective actions needed to mitigate security risks and vulnerabilities
  • Implement IT policies, procedures, and system controls
  • Identify any IT related deficiencies based on scan or other IT assessment test or techniques, as part of a gap analysis
  • Provide hardware and software support/troubleshooting
  • Test and image desktops and laptops
  • Maintain, analyze, and troubleshoot software and computer peripherals
  • Set up and configure all hardware
  • Ensure all tickets requiring follow-up work and/or calls are resolved
  • Provide technical support to end users view telephone
  • Test, image, and clean PCs, laptops, and other related hardware

Will be responsible for developing the following reports:

  • Weekly/Monthly Activity Reports
  • Patch Implementation Report
  • Ticket Trend Report
  • Ticket Resolution Report
  • Line Issue Report
  • Gap Analysis Report

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