at C5T Corporation in Oklahoma City, Oklahoma, United States
Job Description
System Support Analyst
Jun 10, 2022
C5T Corporation is a Woman-Owned, Certified Service-Disabled, Veteran-Owned Small Business headquartered at Scott AFB, Illinois. Founded in 2005 by three veterans, we value practical, innovation-minded people with a passion for successful mission accomplishment. We bridge the gap between operational and technical domains.
Our core values are: Integrity…Excellence…Patriotism
C5T is currently seeking a System Support Analyst to work as a member of a team to provide professional 24/7 system support expertise to ensure constant availability for hundreds of worldwide users employing a critical C2 web application operating in a cloud environment. They act quickly and independently to resolve a wide range of technical and application issues, as well as perform routine system maintenance and monitoring activities. A system support analyst will have complete system-level understanding of the cloud environment, application functionality (from back-end operation to the business processes it executes), and how the application interacts with the IT environment and its data sources.
System Support Analysts serve as the first point of contact for users with any problem, question, or issue, and are empowered to determine then take necessary action – collecting the required information to analyze, troubleshoot, and evaluate as needed to resolve or correct and ensure this critical C2 application remains available to users. This could include replicating a problem with specific steps and data sets, reviewing logs to identify communication failures, or explaining detailed functionality to a user.
System Support Analysts will also play a critical role in improving system performance, availability, and resolution times – including working with system architects and application product owners as well as continually improving processes and documentation.
Primary responsibilities include:
Operational and technical worldwide, 24×7 system monitoring and or maintenance support for a C2 web application and its cloud-based operating environment.
Rapidly respond to system issues and to user requests for technical and application assistance to meet or exceed established goals for issue resolution and system availability. Properly employ tracking and knowledgebase software from discovery/request to resolution.
Work independently to carry out system and or application support and troubleshooting activities to maintain performance and resolve system and user issues to meet availability goals. These activities could include verifying/managing configurations, reproducing suspected problems, reviewing system logs, verifying availability of operational interfaces such as enterprise information services, external networks, or databases, and explaining functionality to users.
Monitor and evaluate system performance and security then provide key “real world” input to system planning with Solution Architects, DevSecOps Lead, and other management as required. This includes recommending potential enhancements to tools, methodologies, implementations, etc. – continually seeking to innovate and automate.
Appropriately escalates issues to DevSecOps Engineers, Product Owners, or Product Support Manager, then works closely with them to ensure high availability standards are met or exceeded.
An active participant in the Agile development process as a “voice of the user” input into the requirements of the continually evolving application. This could include noting when the application does not function as expected, a user experience enhancement, or improvements to user materials and training.
Be aware of coming changes to the application and the DevSecOps environment then verify smooth transitions to ensure availability.
Perform standard cloud-based IT and security maintenance procedures or updates.
Monitor cyber-security tools to potential security threats, acting and notifying DecSecOps Engineers as needed to prevent breaches and downtime.
Serve as a company and program ambassador to worldwide users.
Contribute in efforts to continually improve availability and response/resolution times through metrics/dashboards, innovation, process improvement, system updates and configuration enhancements, an accessible and continually updated knowledgebase, troubleshooting playbook, and processes/procedures.
Qualifications:
An active SECRET security clearance.
CompTIA Security+ Certification
An IT-related Associate degree or equivalent years of IT experience.
One to two years of helpdesk system technical support work experience, such as system troubleshooting (particularly Windows and Linux operating systems), reviewing/interpreting logs, support trouble ticketing systems, support of web applications, user management, and using scripting languages and databases.
Experience with Remedy ticketing system desired as well as familiarity with MS OneNote.
Excellent verbal and written communication skills, and the ability to develop a rapport with users to understand their issues and provide satisfactory resolutions, then be able to clearly document them in tracking and knowledgebase systems.
A fast learner able to apply knowledge and experience on multiple work assignments across a range of matters – some of which may be complex.
The ability to contribute to program deliverables, documentation, and performance metrics.
Benefits:
To show our commitment to our employees and their families we offer:
A competitive salary
Medical, Dental, Vision, and Life Insurance and Disability Plans
15 personal days (PTO) annually
10 paid holidays
401(k) with an exceptional company match
Flexible spending account
Health club reimbursement through our Wellness Program
We are committed to providing equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, status as a protected veteran, or any other similarly protected status in accordance with applicable federal, state and local laws.
EOE Minorities/Women/Disabilities/Veterans
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.
https://c5t.aaimtrack.com/jobs/803068-135337.html
