A proficient Cyber Systems Support Specialist to address end-user technical support queries on the Persistent Cyber Training Environment (PCTE) platform. The position involves documenting, monitoring, and resolving reported issues while ensuring adherence to operational service level standards. The specialist will utilize product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions. The candidate will offer guidance on issue resolution approaches and escalate issues as needed. Moreover, responsibilities extend to supporting software and device installations/upgrades, setting up user profiles, and maintaining user accounts to meet response time and quality service level standards.

Essential Job Functions: As a member of the platform support team, the engineer will utilize Jira
Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its
peak performance. They will oversee the creation of user accounts, address platform issues
raised by users, and ensure swift resolutions. Furthermore, they will incorporate user feedback
for ongoing improvements to the customer experience. This comprehensive support
encompasses systems categorized under Unclassified, Sec/REL, and Top-Secret security levels.

Required Skills
• Possess strong written and verbal communication skills to collaborate seamlessly within
a team environment and support stakeholders.
• Display meticulous attention to detail while entering user information to ensure
accuracy, maintaining a commitment to error rates below 5%, minimizing the need for
corrective actions.
• Ability to analyze real-world problems and implement solutions following corporate
guidelines, industry best practices, and established procedures.
• Offer professional-level support for IT, virtual environments, and network functions,
addressing a range of technical challenges.
• Thrive as a self-starter in a dynamic and fast-paced environment, collaborating
effectively with engineers of varying skill levels and experience.
• Display sensitivity and adaptability to meet customer needs and requirements
effectively.

Required Clearance:
For this role, an active Top Secret/Sensitive Compartmented Information
(TS/SCI) clearance, with either Full Scope or Counterintelligence (CI) Polygraph, is mandatory.

Desired Skills
• Demonstrated expertise in administering software systems within virtual machine and
container-based hybrid cloud environments.
• Support the configuration, execution, and troubleshooting of virtual environments
created by users within PCTE.
• Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single
Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).
• Proven ability to prioritize and manage multiple tasks, projects, and demands
concurrently.
• Interact proficiently with vendors, users, customers, and developers to comprehend
evolving needs and operational requirements impacting the production environment to
deliver comprehensive solutions.
• Proficiency in resolving technical issues encompassing diverse integrated software and
hardware platforms.
• The ideal candidate should demonstrate flexibility in their work schedule, including the
ability to work different shifts and weekends.

Required Education/Experience
• Bachelor's degree in a technical discipline such as IT, computer science, systems or
software engineering from an accredited college or university. (5 years’ experience in
lieu of degree)
• 8570 Compliant IAT Level II or greater. Security+, CISSP or other equivalent certification
required within six months of hire.

Other Requirements
In accordance with the specifications of a government contract, eligibility
for this position mandates U.S. Citizenship status and a TS/SCI security clearance.