TIER II Help Desk Administrator (Customer Technical Specialist, Associate Principal) - 36099 in St. Louis, MO at Alion Science and Technology

Date Posted: 9/7/2021

Job Snapshot

  • Employee Type:
  • Location:
    St. Louis, MO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:
  • Telework
    Telework - Not Eligible

Job Description

Position Summary

Alion is looking for a TIER II Help Desk Administrator to join our team in St Louis, MO and contribute to our “Many Moves Ahead” on exciting programs for NGA.The TIER II Help Desk Administrator supports and manages the responsibilities of the successful completion of all issues and customers needs related to the Service Centric Platform (SCP).  This position manages the functionality and efficiency of the Service Centric Platform (SCP) tools and services on all deployed domains.

•    Understand all the different systems that are monitored in the help desk and the Tier level responsibilities for the systems.
•    Provide IT Service Management functions and first level troubleshooting to all customers. 
•    Use procedures to perform identification, troubleshooting, and diagnosis of failures and restore system capability to operations. 
•    Analyze, diagnose, and isolate failures to systems. 
•    Collect data for proper escalation and resolution by Tier 3.
•    Perform network management services to include: monitoring network device health and status, monitoring network performance and utilization optimization.
•    Perform OS monitoring, Commercial of the Shelf (COTS) software monitoring, custom software monitoring, resource memory allocation, etc.
•    Perform modifications to authorized user lists, user profiles, and file system maintenance.
•    Understand all NGA processes and document work accurately and effectively through the use of a ticketing system.
•    Document/report all findings.
•    Understand the Program Service Level Agreements (SLA) to ensure proper completion of work within timelines.
•    Manage account requests and provide account management responsibilities for personnel on numerous systems.
•    Know all functional leads and technicians for all the managed systems by the  program.
•    Understand local site command and hierarchy.
•    Know POC’s for systems that the Program does not have responsibility for.
•    Interface with customers and government officials.
•    Participates in special projects as required.

Education and Experience

  • Bachelor Degree in a related technical or military discipline, or the equivalent combination of education, professional training, or work/military experience. 
  • Ten plus years of related experience in systems administration.
  • Certifications: Required - IAT Level II or IAM Level I
  • Certified AWS Solutions Architect
  • Experience with DevSecOps
  • Demonstrated  understanding of networking and core Internet protocols (e.g. TCP/IP, DNS, SMTP, HTTP, and distributed networks).
  • Experience with modern container orchestration systems: Kubernetes, Mesos, DC/OS, Swarm.
  • CompTIA Security+ CE, Systems Security Certified Practitioner (SSCP) or Cisco Certified Network Associate (CCNA) certification.
  • Knowledge of APIs and RESTful services. 
  • Experience with different databases, including working knowledge of SQL, relational data stores. 
  • Experience with infrastructure configuration and automations processes and tools: Terraform, Puppet, Ansible, Chef, Fabric. 
  • DOD8570 certification desired. 
  • An active Top Secret/Sensitive Comp Info (SCI) clearance with the ability to obtain Poly



Security Clearance: Top Secret/Sensitive Comp Info
Telework - Not Eligible

Next Steps

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