L3Harris Senior Specialist, Tech Support Engineer in Dulles, Virginia
Job Title: Senior Specialist, Technical Support Engineer
Job ID: SAS20211401-55087
Job Location: Dulles, VA
Job Description: Senior Specialist will lead a small service desk call center in support of a U.S. Department of Defense program. Individual exhibits an understanding of business and engineering application configurations and integration with the end user communications devices. Provides technical support for web and client-based applications, SATCOM communications devices and services. Troubleshoots core service components, access, configuration and operational use cases.
Monitors, provides data analytics and reports on system and support performance. Provides tracking of status and outcomes for Government technical support inquiries, service interruption/degradation incidents, scheduled and unscheduled maintenance. Maintains records on maintenance, repairs, down time, changes and updates.
Supports smooth transitions from IRAD to released product for tasks related to provisioning, field upgrades, software tools and repairs. Builds trusted relationships and primary support contact for Program partners.
Provides technical support by phone and email to troubleshoot software and hardware failures utilizing remote management tools to access local and remote government systems.
Maintains and updates incident records in tracking databases and provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel within program organization.
Able to provide high level summary and detailed account of problem description and troubleshooting steps.
Enters validated issues and failures into JIRA.
Installs, configures and maintains environments used for system monitoring, upgrades, configuration and repairs.
Attends program meetings as requested.
Provides weekly and monthly service desk and performance reporting.
Oversees and administers service desk application to ensure aging tickets are prioritized and assigned. Provide minor service desk application customizations of drop-down lists, forms and reports.
Enters corporate IT service requests when service desk or phones are not accessible and follow to resolution.
Maintain and create new service email accounts as needed to support new services, programs or business activities routed through and supported by the call center/service desk.
Direct contributor to monthly and annual program deliverables to include reports, field tool software rollout, sustainment and support plans.
Maintains security posture to protect customer data, PII and restrict access and information except to authorized users.
Creates and maintains troubleshooting steps, standard response/solutions and desktop procedures for internal support team; FAQs, best practices, user guides, service and product bulletins to end users.
May provide end-user in-person or web-based training. Occasional travel for customer meetings, training or on-site support.
Graduate Degree and a minimum of 4 years of prior related experience, Bachelor’s Degree with a minimum of 6 years of prior related experience, or 10+ years of prior related experience.
2+ years of recent prior experience using or supporting SATCOM devices and services in either commercial or DoD capacity.
2+ years’ experience as a privileged user or administrator of service desk or issue tracking software application.
CompTIA Security+ or comparable IA security training and certification completion
Proficient with Microsoft products, including Excel, Word, Visio, Power Point.
Active DoD Secret clearance or higher.
Preferred Additional Skills:
Experience with Atlassian toolset JIRA desired.
Understanding of Iridium Satellite services Short Burst Data (SBD) or Distributed Tactical Communications System (DTCS), use cases and operational concepts.
Running and modifying MySQL queries and Python scripts
Windows OS and browser certificate stores; troubleshooting certificate issues with SSL/TLS
SharePoint site administrator experience
L3Harris Technologies is proud to be an Affirmative Action/Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.