Advanced Help Desk/system Administrator (rescue 21)

Advanced Technical Associate (Rescue 21)

Overview: We engineer a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation. With a global team of 12,000+ top professionals, we partner with the best in industry to expand the bounds of innovation in the defense and scientific arenas. Given the nature of our work and who we are, we value trust, honesty, alignment and transparency. We offer highly competitive benefits and pride ourselves in being a great place to work with a shared sense of purpose. You will also enjoy a flexible work environment where contributions are recognized and rewarded. If who we are and what we do resonates with you, we invite you to join our high-performance team!

About the Position: We have an immediate opening for an Advanced Technical Associate on our Rescue 21 team in Scottsdale, AZ. Rescue 21 is the United States Coast Guard Search and Rescue Communication System. The system is responsible for maritime emergency, law enforcement, and distress communications.

Representative Duties and Tasks:

• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
• Documents customer information and recurring technical issues to support product quality programs and product development
• Provides technical support to field engineers, technicians, engineering, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
• May be involved in customer installation and training
• Provides support to customer/users where the product is highly technical or sophisticated in nature
• Provides technical service management and technical support for customer programs
• Assures all repairs are in accordance with company policy and procedure and customer quality requirements

Knowledge Skills and Abilities:

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Builds productive internal/external working relationships
• Normally receives general instructions on routine work, detailed instructions on new projects or assignments
• Developing professional expertise, applies company policies and procedures to resolve a variety of issues
• Proficient and able to perform all responsibilities associated with the position
• Sec + or other IAT-II certification required at time of hire
• Network/IT systems management
• SQL server
• Software administration
• Troubleshooting in a windows environment
• Experience with failure and root cause analysis reporting
• Direct customer service and/or direct customer interaction experience is a plus
• Knowledge of CA Spectrum One Click software suite
• Experience with Oracle CRM
• Microsoft Terminal Server
• HBSS
• Anti-Virus
• Network monitoring tools
• Asset management software
• Microsoft Windows Active Directory tools a big plus
• Support of DoD or DHS systems is desired

Education Requirements:

Associate's degree or equivalent is required plus a minimum of 3 years of relevant experience. Military and/or IT related experience can be substituted for degree. Sec + or other IAT-II certification required at time of hire.

Clearance Requirements:

Department of Defense Secret security clearance is required at time of hire. Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required.