JOB DESCRIPTION

Provides support for implementation, troubleshooting and maintenance of Information Technology (IT) systems. Manages 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/server/storage/network devices, mobile devices, etc. Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems. Provides support for the escalation and communication of status to agency management and internal customers. Provides support for the dispatch system and hardware problems and remains involved in the resolution process. Configures and manages UNIX and Windows operating systems and installs/loads operating system software, troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.

• Provide support for implementation, troubleshooting and maintenance of IT systems
• Provide Tier 1 (Help Desk) problem identification, diagnosis and resolution of problems
• Manage the daily activities of configuration and operation of IT systems
• Provide assistance to users in accessing and using IT systems
• Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Provide support for the escalation and communication of status to agency management and internal customers
• Optimize system operations and resource utilization, and perform system capacity analysis and planning
• Provide in-depth experience in trouble-shooting IT systems
• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets
• Provide support for the dispatch system and hardware problems and remains involved in the resolution process
• Configure and manage UNIX and Windows (or other applicable) operating systems and installs/loads operating system software, troubleshoot, maintain integrity of and configure network components, along with implementing operating systems enhancements to improve reliability and performance

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REQUIRED SKILLS

Required:

• Exposure to and experience with SharePoint Server required. Back-end SharePoint experience highly preferred over front-end/design experience.
• Strong previous experience with Windows Server 2016 and greater, including standard server maintenance, OS patching, and migration.
• Demonstrate customer service skills and be able to assist users through a variety of remote support capabilities (ticketing, phone, email, etc.).
• Experience with scripting (Powershell) and automation techniques

Education:
Ten (10) years experience as a SA in programs and contracts of similar scope, type, and complexity is required. Bachelor’s degree in a technical discipline from an accredited college or university is required. Five (5) years of additional SA experience may be substituted for a bachelor’s degree.
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DESIRED SKILLS

Desired:

• IIS, Microsoft SQL Server, Active Directory, Lightweight Directory Access Protocol (LDAP) experience desired
• .NET, C#, Rest API/jQuery, JavaScript, HTML 5, CSS, Optimal IdM, user liaison experience, and writing documentation a strong plus.
• Experience with SharePoint associated products (Designer, Visio, InfoPath, Visual Studio, PowerShell,) desired.
• Pro-active and self-motivated team member
• Ability to follow instructions and excellent communicator

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ABOUT NYLA TECHNOLOGY SOLUTIONS

Nyla Technology Solutions delivers exceptional Artificial Intelligence (AI), Data Science, and Software Engineering services for the U.S. Government. Nyla embraces a forward-thinking and bold approach at every turn, earning us a solid reputation of technical trendsetters within the industry. We have a passion for developing solutions that have a quick and immediate impact on mission. Headquartered in Columbia, Maryland, our customers love how we tackle their most challenging problems and get things done.
If you have the unique experience and expertise we are seeking, along with the desire and determination to invest your time and energy as a part of Nyla’s team,

Please refer the Job description for details