Technical Support Analyst

Req ID: RQ183091Type of Requisition: RegularClearance Level Must Be Able to Obtain: NonePublic Trust/Other Required: NACI (T1)Job Family: Systems EngineeringSkills:Linux,MySQL Database Administration,Operations and Maintenance,Technical Support,TroubleshootingExperience:10 + years of related experienceJob Description:This position will support three key areas for the systems and for the organization –

Operations Support

System Changes

Technical Support

Duties and Responsibilities:The candidate will be expected to provide dedicated O&M/Technical Support as outlined below:

Critical issue (Tier III) response and resolution services.

Coordinate incident response with GDIT Administrators, NSD, & other AO departments as necessary.

Identify, research, and resolve reported issues surrounding the applications.

Coordinate fail-over activities.

Daily monitoring of production schedules, interfaces, outputs, process/system exceptions, and other operational activities to verify correct operation.

Monitor logs and scheduled jobs via:

Application interface

Zabbix alerts

Splunk dashboard

Daily operations support for all components of the system (web application, operating system, file management).

Add or update application referential data as needed.

Perform user security updates for roles and permissions.

Perform system administration tasks within the application to adjust configuration settings, etc.

Manage application cache(s).

Coordinate management of security certificates with the Infrastructure Branch.

Running scripts (populating test data, reporting scripts, database/datastore structure updates, ad-hoc scripts).

Fixing stopped jobs, (e.g. sync issues to external site).

Fixing patching and release induced issues, (i.e., permissions changes).

Perform or coordinate creation of application/system backup(s) as requested.

Coordinate resolution of Login.gov issues.

Daily maintenance of all ancillary environments (development, stage, UAT, demo, help desk).

Conduct functional review of the product.

Perform Change and Configuration Management tasks.

Interface and integration management.

Monitor application deployment pipelines.

Create or prepare configuration management reports.

Create communications about system changes tailored to a variety of audiences including ASO management, other Directorates, court unit management and end users.

Develop solutions in accordance with US Courts and ASO policies and procedures.

Make recommendations on best practices.

Provide subject matter expertise recommendations in work execution to provide cost savings and process improvements to the government.

Perform and support technical development.

Perform unit testing.

Use the shared SDLC resources provided by the AO including but not limited to Jira, Gitlab, Fortify, and Sonatype.

Provide testing of solutions to assure high quality of product delivered for acceptance.

Support various testing activities, either by performing system testing or supporting the Testing Services Division’s testing activities.

Managing test suites (fortify automatic, Sonatype, unit test results and reporting).

Supplement QA team by developing automated application tests for incorporation into the deployment pipeline.

Create end user scenarios and support user testing.

Document performance needs.

Update all applicable documentation as needed as a result of their work. This includes SOPs, system diagrams, database design documentation, etc.

Create or update system documentation as needed.

Create or update functional requirement specifications.

Determine and update system functional requirements based on process analysis.

Update existing and create new (as needed) business process flow documents (including as–is and to–be).

Create technical write-ups and standard operating procedures.

Create training materials, as needed, specific to this Task Order.

Document status on tasks daily.

Create and run demonstrations.

Provide solution approach artifacts and demos prior to execution for review and approval by the government.

Coordinate with the government to review work requests for priority, authorization, and acceptance.

Other duties as assigned.

Desired Qualifications, Experience, and Competencies:

Five (5) plus years of relevant operations and maintenance support experience with a major federal IT system.

Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.

Familiarization with open-source application (LAMP).

Linux administration experience (permissions, SE Linux, running scripts, cron jobs, mounting drives, Firewall rules).

Windows administration experience (file shares/mounted drives).

Experience working with MySQL database.

Experience working with PHP.

Experience working with Python.

Experience with selenium.

Familiarity with Redis.

Familiarity with Tika.

Familiarity with Apache Solr.

Experience working in a load-balanced environment

Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).

Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.

Excellent written and verbal skills.

Ability to work independently and without adequate guidance.

Ability to analyze complex data and present findings in a clear and easily understood manner.

Ability to present recommendations for consideration and influence as needed.

Specialized Experience:

Working knowledge of IT tracking tools, preferably ServiceNow and Jira.

Education and Certification Requirements:

Bachelor’s Degree in a relevant field and 10+ years of experience.

The likely salary range for this position is$112,625 - $152,375. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.