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Tier 2 IT Specialist

Maryland, MD · Information Technology
Tier 2 IT Specialist
Annapolis Junction, MD.

The selected candidate must be able to obtain government security clearance, per contract requirements (DoD Clearance Level: Secret).
There are quite a myriad of tasks and responsibilities included in the role of Tier 2 IT Specialist support, such as:

•              Participates in client/project meeting(s) as technical expert for the assessment, determination and recommendation of client's hardware and software solutions
•              Oversees implementation of system with appropriate support personnel
•              Installs, configures and troubleshoots complex system(s), server(s) and network issues
•              Installs software, provides appropriate training on network/software and resolves complex performance issues
•              Writes and edits detailed technical documentation for technical continuity
•              Develops and conducts training programs to educate client users regarding specialized and complex applications
•              Maintain passwords, data integrity and file system security for assigned environments
•              Responds to systems and/or software concerns and issues
•              Interacts with security personnel as appropriate
•              Provides high level technical problem-solving support to internal/external client employee(s) and less experienced personnel. Document problems, analyze and resolve issues. Research and recommends new technology/updates to management
•              Acts as technical expert in conjunction with business development efforts in the development of information technology, infrastructure projects and new business
•              Documents and submits approved documentation for all Installs, Moves, Adds, and Changes (IMACs) to ensure maintenance of an up-to-date Configuration Management Database (CMDB)
•              Provides technical support for hardware (desktop, laptop, etc.) and peripherals, software (COTS, GOTS, Web, Antivirus, etc.), network (hardware, software, etc.), Voice over Internet Protocol (VoIP), audiovisual display systems, analog and wireless technologies in a multi-tenant, mission critical government facility with unclassified and classified environments
•              Analyzes requirements, develops test data, scripts and test cases
•              Performs testing, analysis and documents test results
•              Schedules and coordinates customer desk side support and installs upgrades with designated TSA ITD representative(s)
•              Sets up, configure, test and maintains Cisco Call Manager
•              Facilitate a variety of seamless and comprehensive hardware/software solutions to manage an enterprise-class Windows network
•              Provides quality improvements and root-cause analyses
•              Investigate and resolve Exchange  and Good Technologies message incidents, perform forensics, and investigate unauthorized network access by users
•              Maintains existing network and equipment inventory records, e.g., configuration lists, drawings, and operational schemas
•              Coordinates the installation and maintenance of audio/visual systems hardware and related peripheral equipment
•              Experience providing technical support for a variety of projects involving coordination with Agency users of various levels and requiring specific knowledge and understanding of the TSA network and desktop environment preferred
•              Experience performing remote installation of software applications (including COTS and GOTS applications) and an understanding of the configuration changes required to allow each application to function properly within the network environment required

Labor Category Qualifications
Associate Degree or Higher and /or 5-15 years experience

Labor Category Description
Provides support for implementation, troubleshooting and maintenance of IT systems. Manage IT system infrastructure and any processes related to these systems. Provides support to IT systems including: day-to-day operations, monitoring and problem resolution for all of the client problems. Provide second level problem identification, diagnosis and resolution of problems. Provides support for the dispatch system and hardware problems and remain involved in the resolution process. Provides support for the escalation and communication of status to agency management and internal customers. Must possess experience in one or more systems and architectures and associated hardware: mainframe, mini, or client/server based.


Ability to work independently
  • Strong communication skills
  • Flexibility in work schedule
  • Provide leadership and guidance to others
  • Strong interpersonal skills to interact with clients from a business development and technical expert perspective
  • Strong analytical and problem solving skills
  • MCSE--Windows server, MCSE-exchange,   MCSA


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