Provide Tier 1 & 2 support for UJMS
Utilize ITSM tool to create or track issues/requests
Provide timely updates to tickets
Perform remote troubleshooting
Determine the best solution based on the issue and details provided by user
Properly escalate unresolved queries to the next level of support
Ensure proper recording, documentation, and closure for each issue
Follow up with users, provide feedback and see problems through to resolution
Preserve and grow the knowledge base for supported applications
Review and provide recommendations regarding application instructional or procedural documentation
Provide application support and system administration support services to include management of hardware, operating systems, databases, and software applications
Conduct IT application and security management activities

Requirements

Bachelor's with 5 - 8 years (or commensurate experience)
Minimum 5 years of IT work experience
Experience supporting Red Hat Enterprise Linux (RHEL) 7 or higher software applications
Experience with Apache Tomcat
Experience with Microsoft SQL Server
Strong understanding of troubleshooting IT issues
Flexibility and adaptability to handle different product service calls
Good verbal and written communication skills
Clearance Required: Must be able to acquire and maintain an AOUSC Public Trust

Benefits

Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Tier 1 supportTier 2 supportremote troubleshootingRed Hat Enterprise Linux (RHEL) 7Apache TomcatMicrosoft SQL ServerIT application managementsystem administrationtroubleshooting IT issuesdocumentation

Soft Skills

communication skillsflexibilityadaptabilityproblem-solvinguser follow-upfeedback provisionrecommendation skillsknowledge base management

Certifications

Bachelor's degreeAOUSC Public Trust clearance