Technical Support Specialist, Junior

At Credence, we support our clients’ mission-critical needs, powered by technology. We provide cutting-edge solutions, including AI/ML, enterprise modernization, and advanced intelligence capabilities, to the largest defense and health federal organizations. Through partnership and trust, we increase mission success for warfighters and secure our nation for a better future.

We are privately held, are repeatedly recognized as a top place to work, and have been on the Inc. 5000 Fastest Growing Private Companies list for the last 12 years. We practice servant leadership and believe that by focusing on the success of our clients, team members, and partners, we all achieve greater success.

Credence has an immediate need for a Technical Support Specialist at the junior level to support the Special Projects Branch consists of multiple Program Management Offices (PMOs) which execute several classified bilateral programs owned by external agencies. Each PMO oversees the execution of requirements from numerous OEMs or support Contractors to meet mission requirements.

The Technical Support Specialist provides technical support to customers who need assistance utilizing client level hardware and software in accordance with established DoD, Air Force, and C2ISR Division policies and processes.  This position manages the tasks related to customer technical support and system incident management for the Automated Logistics Management Support System (ALMSS). 

• Provide Tier 1 technical support to system end users
• Develop and deliver technical training to educate others or meet customer needs related to system capabilities, use, and procedures.
• Diagnose and resolve customer reported system incidents, problems, and events; coordinate with other team members to resolve complex issues and problems.
• Attend project planning and design meetings on projects related to the system; provide technical expertise and inputs into on-going system program activities.
• Develop, document, and perform test cases to test the functionality of the system; develop test plans and test reports related to system testing.
• Maintain incident tracking and solution database.
• Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.
• Administer accounts, network rights, and access to systems and equipment.
• Monitor and report client-level computer system performance.
• Analyze incident data for emerging trends, develop trend analysis and impact reports, make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.
• Troubleshoot system hardware and software.
• Perform asset management/inventory of information technology (IT) resources.

• A minimum of a Top Secret security clearance with Sensitive Compartmented Information (TS/SCI) eligibility is required.
• Minimum Recommended Education and Experience:
  • Bachelor’s Degree in a related field and up to three years of experience in the respective technical/professional discipline being performed.
  • OR, five years of directly related experience with proper certifications as described in the PWS labor category performance requirements.

Required Experience and Skill:

• Relevant experience includes duties related to AF Life Cycle Management of SW in either Business IT or Weapon System programs, duties related to identifying Cybersecurity requirements and deliverables, and experience validating SW or SW applications meet Cybersecurity requirements.
• Familiarity with DoD SRGs and STIGs.
• In depth knowledge of Department Information Systems Agency (DISA) policy and guidance is required.
• Knowledge of computer networking concepts and protocols, and network security methodologies.
• Knowledge of measures or indicators of system performance and availability.
• Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.
• Knowledge of procedures used for documenting and querying reported incidents, problems, and events.
• Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.
• Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
• Skill in conducting research for troubleshooting novel client-level problems.
• Ability to accurately define incidents, problems, and events in the trouble ticketing system.
• Ability to develop, update, and/or maintain standard operating procedures (SOPs) and training material.

Personnel Qualifications:

• Cybersecurity Qualification is required for Work Role System Administrator

Job may require the employee to be:

• Willingness to travel if required.
• In a stationary position 50% of the time
• Able to ascend/descend stairs as required
• Able to move equipment not to exceed 25 lbs as needed

Please join us, as together we build a better world one mission at a time powered by technology and its people! 

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