Senior Helpdesk Technician (Onsite)

Date Posted:

2022-11-17-08:00

Country:

United States of America

Location:

VA149: 1110 N Glebe Road Arlington 1110 North Glebe Road Suite 630, Arlington, VA, 22201 USA

Position Role Type:

Unspecified

Raytheon Technologies is supporting a U.S. Government customer to provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution.  Contract personnel perform investigations to characterize of the severity of breaches, develop mitigation plans, and assist with the restoration of services.  Raytheon Intelligence & Space (RIS) is seeking a Technical Engagement Network (TEN) Lab Manager with experience in customer service and IT support operations to be a senior member of the IT support services desk in the customer environment supporting analysts and business continuity of the customer mission.

Responsibilities:

• Applying advanced analytical skills and technical resources at the tactical levels and implementing infrastructure solutions supporting command decision making and execution of mission requirements.

• Support the implementation of new technologies and equipment in the lab environment.

• Assesses network topology and device configurations identifying critical security concerns and providing security best practice recommendations.

• Advises and provides insight on development of lab standard operating procedures (SOPs) and policies.

• Provide support for Virtual Private Network (VPN) or Virtual Desktop Infrastructure (e.g., Citrix) to users.

• Provide support for MacOS and iOS to users.

• Provide troubleshooting and triaging assistance for basic to intermediate technical challenges and user issues.

• Monitor and respond to users on IT helpdesk channels and phone lines.

• Assist in the management of user accounts and resetting credentials.

• Maintain and operate customer SAN NetApp data storage area and capabilities using shell and NetApp ONTAP following customer direction and guidance

• Performing implementation of granular access control, and monitor systems for acceptable performance and user accessibility, establish back-ups, and monitor systems security.

• Troubleshoot and resolve complex storage problems across the enterprise related to storage and replication strategies across local and wide area networks. Monitor channels for storage-related network and system issues and remediate them as they occur.

• Examine and identify efficiencies that can be made to existing procedures, with approval from the customer.

Required Skills:

• U.S. Citizenship

• Must have an active DoD Secret clearance, TS/SCI clearance is preferred.

• Must be able to obtain DHS Suitability.

• 2+ years of directly relevant experience in IT Helpdesk support.

• 5+ years MacOS and iOS experience.

• Must be able to work collaboratively across physical locations.

Desired Skills:

• Experience with writing technical procedures and standard operating procedures.

• Virtualization automation and optimization.

• Experience with multiple operating systems to include Linux/Unix.

Required Education:
BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree or HS Diploma and 7+ years lab management or systems administration experience.

Desired Certifications:

• DoD 8140.01 IAT Level II

****** This position is contingent upon customer approval. ******

HIRTRIS

****** Relocation assistance not available. ******

Employee Referral Award Eligibility: Only employees currently within RMD and RI&S have the potential to receive a Referral Award for submitting a referral to RMD and RI&S roles.  ALL eligibility requirements must be met to receive the Referral Awarding.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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