Technical Support Specialist II (Hybrid)

Job Title: Technical Support Specialist II (Hybrid)

Location: Arlington, VA

Duration: 12 Months

Job Description:

The Client seeks Technical Support Specialists II that are highly skilled in installation, configuration, and basic network troubleshooting. Technicians must have real hands-on experience, strong reading skills, speaking skills, and physical working ability. Work requires technicians to climb desks, follow technical SOP, troubleshoot basic operating system issues, and communicate effectively with customers and team. In addition, technicians should have experience with a ticketing system and excel knowledge, I.e., basic formatting and formulas.

Work Hours:

• Technical Support Specialists II support Tier 2 operations for the Airports Authority Airport Technologies Support Services (ATSS) which Operates 24 hours per day, 7 days per week, 365 days per year. On occasion, the selected candidate may be asked to work outside of their regularly scheduled hours to provide coverage as needed.
• This position requires flexibility to work various shifts across a 24-hour period.

The possible shifts during the 24-hour period are below. This position will normally be from 8:00 AM 4:30 PM (5 days a week). However, this is a 24-hour operation, and the candidate might be asked to work a different shift, based on the list below, due to operation necessity.

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Standard Schedule (8-hour shifts):

• 8:00 AM 4:30 PM
• 12:00 PM 8:30 PM
• 10:00 PM 6:30 AM

Alternative Schedule (10-hour shift):

• 5:00 AM 3:30 PM (4 days per week)
• 8:00 PM 6:30 AM (4 days a week)

All shifts include a 30-minute unpaid lunch break.

Work Locations:

• Contracted personnel will work at Client and need reliable transportation to travel between the campuses. Appropriate access badges and onsite parking hang tags are necessary for the work.
• This position requires a vehicle to travel between campuses.
• This position requires AOA security access badging.

General Experience:

• Progressive and continuous experience providing technical support.
• Seasoned resolving complex troubleshooting, tracking, and analyzing logs.
• Experienced coordinating with third-party components (AWS, GCP, CBP, Airlines Departure Control Systems support, Airport IT Help Desk)
• Working knowledge of Node.js, Angular, application security framework, Ionic, JavaScript Object Notation [JSON], real-time databases, Hyper Text Markup Language [HTML5], CSS3, GIT, Web Application Program Interfacing [API], Chrome OS, Drupal, Workday, Salesforce, LocusLabs, AWS, Swift, Azure, Google Cloud, SharePoint, O365, GIS, EAM/CMMS, CLMS, PLC and BAS, MUFIDS, CUPPS, IoT, airports systems, SAML2.0, OAuth 2.0, and other Web Authentication and Authorization techniques.
• Comfortable conducting ad-hoc training for end-users and product demonstrations.

Minimum Qualifications:

• 3 years of progressive and continuous experience providing technical support.
• Must hold an A+ certification