Office of Minority Business Enterprise Employee Portal Careers

Positions

 

Service Desk Analyst I

Serves as the first point of contact for our Company and our customers’ day to day IT related requests in a 24/7/365 call center environment. This position could support one, or both, of the client’s TSD (Technical Service Desk) tier 1 or ASD (Account Service Desk for Automated Commercial Environment (ACE) application) tier 2 environments providing Analyst I level support.

Primary job functions include providing high level customer service to resolve all first level IT related issues, isolates problems, determine and implement solutions as well as diagnosis and dispatch to additional support staff. Qualified candidates must be self-motivated, organized, and have strong customer service skills. This position handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems and access to these systems.

Responsibilities:

• Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Respond to email messages, web inquiries, and or phone calls for customers seeking help
• Logs all request into the Government tracking system (Remedy)
• Adds new users to the network and specifies their directory structures and system access, password resets, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues and maintains LAN and internet connections
• Troubleshoots hardware and software problems, assists users with desktop applications and provides user training
• Utilizes support applications to track user requests from trouble ticket generation to resolution
• Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner
• Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems
• Follow up with customers to ensure issue has been resolved
• Gain feedback from customers about computer usage
• Run reports to determine malfunctions that continue to occur

Knowledge and skills:

• Strong customer service focus
• Excellent listening skills
• Working knowledge of basic hardware and software systems
• Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
• Basic remote troubleshooting skills and the use of remote troubleshooting applications
• Detail oriented and well organized
• Ability to multitask
• Self-motivated
• Multilingual (Spanish, English) a plus
Education and work experience:

• High School Diploma or equivalent
• Certificate in Computer or IT related area of study or equivalent preferred
• One to two years industry experience, support center or helpdesk preferred
• MCSA (Microsoft Certified Systems Administrator) preferred
• A+ Certification preferred

Clearance Requirement: Must pass a DHS/CBP background Investigation
Location: This position will be based at the customer site in Springfield, VA or Orlando, FL

To apply:  jobs@patriotllc.net

Service Desk Analyst II

As part of our ASD team, this position serves as the first point of contact for our Company and our Customers’ day to day IT related requests/incidents related to the ACE Secure Data Portal in a 24/7/365 call center environment. Primary job function is to provide high level of customer support to CBP, Private Government Agencies, and the Trade Community (36,000 companies with 145,000 plus users (brokers, carriers, filers, importers, exporters, protest filers, etc.)) for issues effecting the ACE (Automated Commercial Environment) application designed to automate border processing, enhance border security, and foster the Nation’s Economic security through lawful international trade and travel.
Qualified candidates must be self-motivated, organized, and have strong customer relations and troubleshooting skills.

The role is classified as “Essential.” A brief explanation: Adverse Weather Emergency Employees, [who may be referred to by the Office of Personnel Management (OPM) and/or other Government Agencies/Activities by other terms], are those employees who perform essential duties which insure the continuity of vital Medical functions, public and Agency safety functions, national defense functions or other critical operations/functions that are required to continue regardless of weather conditions.

This position reports directly to the Team Lead for the DHS CBP ASD Operations.

Responsibilities:

• Provide technical assistance and support over the phone and via email for incoming queries and issues related to computer systems, website and software.
• Respond to email messages, web inquiries, and or phone calls for customers seeking help with the ACE Secure Data Portal functionality.
• Logs all request into the Government tracking system (Remedy) and monitors them for resolution
• Assist new customers by guiding them to the ACE Secure Data Portal and helping them with the application process.
• Assist the trade community with questions/requests/issues related to EDI (Electronic data Interface) and ABI (Automated Broker Interface).
• Administer account restorations, modifications and password resets
• Perform system administrative functions by establishing and modifying Trade Company Accounts in accordance with CBP documented policies.
• Educate customers on the use of the ACE Secure Data Portal application when needed particularly on creating and running reports, manifests, and modifying account profiles.
• Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner
• Follow up with customers to ensure issue has been resolved
• Serve as an escalation point for Analyst I
• Act as a trainer and mentor for Analyst I

Knowledge and skills:

• Strong customer relationship focus
• Excellent listening and communications skills
• Working knowledge of the ACE Secure Data Portal application functions
• Strong understanding of CBP’s role in Imports and Exports.
• Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
• Detail oriented and well organized
• Strong troubleshooting and problem resolution skills
• Ability to accurately document reported issues/requests
• Ability to multitask
• Self-motivated
• Multilingual (Spanish, English) a plus

Education and work experience:

• High School Diploma
• Certificate in computer or IT related area of study or equivalent preferred
• 2+ years industry experience, support center or helpdesk preferred
• 2+ years’ experience with the ACE Secure Data Portal and functionality preferred.
• MCSA (Microsoft Certified Systems Administrator) preferred
• Security+ Certification preferred
• Basic understanding of networks and servers architecture

Clearance Requirement: Must pass a DHS/CBP back ground investigation

Location: This position will be based at the customer site, either Alexandria, VA or Springfield, VA

Travel Requirement: Minimum

To apply:  jobs@patriotllc.net

Service Desk Analyst III

Serves as the escalation point of contact for our Company and our Customers’ day to day IT related requests in a 24/7/365 Tier 2 call center environment. Primary job functions include providing high level of customer service to resolve second level IT related issues, isolate problems, determine and implement solutions as well as diagnosis. Qualified candidates must be self-motivated, organized, and have strong customer relations skills.

The role is classified as “Essential.” A brief explanation: Adverse Weather Emergency Employees, [who may be referred to by the Office of Personnel Management (OPM) and/or other Government Agencies/Activities by other terms], are those employees who perform essential duties which insure the continuity of vital Medical functions, public and Agency safety functions, national defense functions or other critical operations/functions that are required to continue regardless of weather conditions.

This position reports directly to the Team Lead of the TSD Advanced Support Operations.

Responsibilities:

• Provide Tier II level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware which includes, but not limited to:
o Resetting accounts
o Issuing Remote Security Access (RSA) and issuing expiration notices
o Email support including monitoring of Microsoft Exchange server and management of System Center Operations Manager (CSOM) agents; administration of mobile enterprise services and accounts; administration and troubleshooting mobile device connections and mobile device wireless support
o Providing account administration and user/group access support for Active Directory and CBP’s mainframe
o Remote troubleshooting support for workstation and web-based applications
o Utilization of all Windows 2003 & 2008 server admin tools and Microsoft Workstation remote access/remote desktop tools
o Troubleshooting, repairing, installing and configuring printers, scanners, cameras and hardware related to workstations
o Troubleshooting network connectivity
o Intermediate level support for CBP approved software, Standard CBP applications and Web based applications
• Advanced troubleshooting support for workstation and web-based applications deployed at CBP as well as network and server applications
• Logs all requests into the Government tracking system (Remedy) and monitors them for resolution
• Accurately and consistently update service requests
• Keep customers updated on the status of service requests
• Gain feedback from customers about computer usage

Knowledge and skills:

• Strong customer relationship focus
• Excellent listening and communications skills
• Knowledge of hardware and software systems
• Knowledge of Microsoft products such as Outlook, Word, Excel, etc.
• Excellent troubleshooting skills
• Detail oriented and well organized`
• Multilingual (Spanish, English) a plus

Education and work experience:

• 5 years industry experience in customer support providing help desk, service desk or call center support services required
• CBP experience strongly preferred
• Associates Degree in related field preferred
• MCSA (Microsoft Certified Systems Administrator) preferred
• Security+ Certification preferred
• Experience using Remedy Service Management and Knowledge Management System a plus

Clearance Requirement: U.S. Citizenship required. Must pass a DHS/CBP background Investigation. Preference given to those with an active DHS/CBP BI

Location: This position will be based at the customer site, either Herndon, VA or Springfield, VA

Travel Requirement: Minimum

Cyber Analyst Support Specialist, Maryland

This effort requires personnel who can research, analyze, and report on computer network probes/attacks, trends, and hacker tools and techniques to produce indications and warning reports on impending network attacks. In addition, personnel must be able to analyze network nodes (people and groups) and characterize linkages that show the relationships or flows between nodes.

To apply:  jobs@patriotllc.net

Database Administrators, Maryland

Provides database and database application support to production and development environments. Provides Oracle, MySQL, and SQL Server Database and Application Server administration. Typical tasks include database and application trouble shooting, installation, configuration and performance tuning, development support, scripting (to include PL/SQL procedures, triggers, functions and shell scripting), and producing systems documentation.

Assists the team with all duties related to on-going operation of the Oracle/MySQL/SQL Server infrastructure.

To apply:  jobs@patriotllc.net

Systems Engineer, Maryland

Candidate will work in the ever changing IT arena Linux/Unix/Solaris System Administration.  We are looking for a “Jack of all trades” to be a member of the team providing hands on hardware and software support.  Responsibilities:  System Administration –  configuring, installing, de-installing and maintenance support, as well as setting and supporting multipurpose systems with server tools, analysis tools and various software.  Experience on all systems is a bonus, (Windows server operating system, DNS, Active Directory, etc) especially network experience, but the main platform is Linux.

To apply:  jobs@patriotllc.net

Multi-Source Support Specialist, Maryland

This effort requires personnel who can perform intelligence analysis and select pertinent information from open source material for specified target sets and format the information for dissemination. In addition, personnel must be able to discover, characterize, affiliate, and report new cyber activity and actors to include describing how the activity is being conducted and also characterization of a sophisticated cyber-capable adversary.

To apply:  jobs@patriotllc.net

Network and Threat Support Specialist, Maryland

This effort requires personnel who can analyze, map, protect or discover vulnerabilities, intrusions and threats in computer network systems. Have a working knowledge of forensic media analysis, perform in-depth diagnostic analysis of computer and network intrusions, and determine if modifications have been made to a suspect system(s) and the vector by which that modification occurred. Perform in-depth analysis of computer and network intrusion incident data and in-depth technical analysis of network traffic with the goal of detecting malicious activity; and/or Perform long-term and time sensitive, in-depth technical analysis of malicious code (malware), analyze the inner workings, and develop defensive countermeasures.

To apply:  jobs@patriotllc.net

Software Engineer/Developer, Maryland

The Software Engineer will assist in moving a customer developed application from behind a firewall to corporate services. The application needs to be brought up to sharable quality with other customer organizations. As the customer learns more about its data, enhancements and/or corrections may need to be made. The Software Developer will integrate a combination of network mapping, web and database interfaces, porting the data over to PK-Enabled corporate storage, and integrating with other customer organizations. The Software Developer must have 2-4 years software development experience which includes: Experience on one or more of the following servers Red Hat Linux, Apache, MySQL and PHP. Experience in two or more of the following languages should include: Perl, C, C++, Java, Java Server Pages, XML, SQL and Stored Procedures. Additional desired areas of experience are: knowledge of web interfaces, relational database, interfaces, and PKI, general knowledge of customer corporate storage, network topology, communications, and security.

To apply:  jobs@patriotllc.net

Website Developer, Maryland

Website Developer will have project management, information architecture, and/or web development skills, and some understanding of the technical intricacies and usability requirements of today’s web environment. You also will need excellent interpersonal skills to work with customers. You must be flexible and able to manage a variety of tasks and projects simultaneously. This is not just a “coding” position, but an opportunity to bring your technical understanding of the web and project management skills to bear on the entire web development cycle. The Web developer with develop and maintain web sites on four networks. In this position, you must be very task-oriented, but also possess the soft skills and personality to interact with customers and team members and get the job done. Experience in project management and strong oral and written communications skills are also important. Your primary tasks will include: assisting content contributors from outside the WebWorks organization to use the CommonSpot Content Management System to develop web pages; requirements gathering and analysis; web site development and testing. You will be expected to meet deadlines and, as necessary, write and present project documents, plan projects, direct customer meetings, lead design reviews with management, or perform quality assurance testing.

To apply:  jobs@patriotllc.net

Help Desk Technician, Maryland

The Help Desk Technician will serve as the first point of contact for customers seeking technical assistance via phone or chat. The duties include, but are not limited to, diagnose and resolve basic technical issues, determine the best solution based on the issue and details provided by the customer or route ticket to next level support personnel via ticket management system, walk the customer through the problem-solving process, and log and track information into a service request management database. You are required to have proven experience as an Information Technology Help Desk Technician or other customer support role. Working knowledge of office automation products, databases and remote control applications and excellent communication skills and  a customer-oriented attitude required.

To apply:  jobs@patriotllc.net

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