Help Desk/Support Specialist - Military Veterans

Date Posted:

2024-10-23

Country:

United States of America

Location:

VA543: 22270 Pacific Blvd, Dulles 22270 Pacific Boulevard Building CC5, Sterling, VA, 20166-6924 USA

Position Role Type:

Onsite

You have been redirected to RTX’s career page as we have recently transitioned from RTX to become a standalone company, which provides us with greater autonomy and opportunities for growth. As a prospective employee of Nightwing, you’ll have the chance to contribute to our continued success and shape the future of our cybersecurity, intelligence, and services offerings.

Nightwing is seeking a Help Desk Specialist providing Tier 1 level support in the Herndon, VA area. The successful candidate will be a self-motivated, independent worker who can also work in, and contribute to, a team environment. The candidate will be part of a team that supports the hardware and software infrastructure for an enterprise minded organization. This position requires a broad knowledge of hardware maintenance and care, system administration, knowledge of automation technologies, and scripting. This position also requires a knowledge of security and accreditation practices and procedures and the ability to work with several enterprise resources and teams in the operation of an enterprise digitization infrastructure.

**Hours of Support may extend beyond core hours.**

The position will include a variety of activities, including:

• Provide support to Sponsor· automated systems via support requests

• Provide tracking and reporting of support requests open, closed, and active for Sponsor's Automated Systems.

• Utilize a Sponsor approved support request tracking system.

• Meet Sponsor established goals for addressing support requests. Utilize Sponsor approved tracking system to provide Sponsor approved metrics on a weekly and

monthly basis for Sponsor review.

• Provide response to support requests based on Sponsor time requirements.

• Respond to after-hour and weekend critical support requests based on prior scheduled Sponsor requirements

• Establish SOP for request escalation to Tier 2-3 level support

• Establish and maintain an updated list of KBAs (Knowledge Based Articles) pertaining to frequently asked support requests

• Performance of general system administration activities: user account creation, manage access controls, implementation and review of security policy, hardware installation, driver installation, software patching, monitor activity logs, and creation of automation scripts.

• Provide technical support for the application as needed to interface with the user base.

• Maintenance and care of digitization hardware, to include: installation, troubleshooting, maintenance, and repair.

• Make objective and technically sound recommendations for potential future hardware and software purchases.

• Analyze production metrics and data to provide data-driven recommendations to management to support continual process improvements.

• Generate weekly, monthly, and yearly metrics reports.

• Learning, supporting, and training users on different types of digitization hardware.

Optional Skills:

• Demonstrated on-the-job experience working and solving technical problems independently as a system administrator.

• Demonstrated ability to monitor and troubleshoot enterprise workflow applications, to include: installing, starting, and stopping background processes, analyzing log and event files, and patching and troubleshooting.

HS Diploma or AA/AS degree(or other 2-year post high school training) with a minimum of 2 years of relevant experience.

#CISJobs

Previously part of a leading Fortune 100 company and headquartered in Dulles, VA; Nightwing became independent in 2024 but continues to support the nation’s most mission impactful initiatives.

When we formed Nightwing, we brought a deep set of credentials and an unfaltering commitment to the mission. For over four decades, our team has been providing some of the world’s most technically advanced full-spectrum cyber, data operations, systems integration and intelligence support services to the U.S. government on its most important missions.

At Nightwing, we value collaboration and teamwork. You’ll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we’ll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.

Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.

The salary range for this role is 70,000 USD - 142,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX 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, age or any other federally protected class.

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