Tier 2 Help Desk Technician - San Diego, CA

The purpose of the Tier 2 Help Desk Technician role is to provide advanced, second-line technical support for the Joint Forces Network (JFN), ensuring that all hardware, software, and network services operate securely and reliably across classified and field environments; the technician resolves complex issues escalated from Tier 1, configures and manages operating systems, applications, and DoD/IC authentication services, performs troubleshooting and remediation of hardware and software failures, documents procedures and solutions in Agile tools (e.g., Jira, Confluence), and contributes to the continuous improvement of JFN's operational readiness while adhering to DoD cybersecurity and physical-security policies.

CORE FUNCTIONS / JOB DUITES

Able to perform the following independently, under minimum supervision:

Participate in designing and implementing scalable, reliable, and secure infrastructure on project-specific cloud platforms under senior team guidance.

Set up and maintain software and network infrastructure environments that deploy physical and virtual machines.

Support evaluation and implementation of hardware and network infrastructure changes, including deployment, integration, configuration, upgrades, and patching on physical and virtual systems.

Automate deployment processes for specific projects using Continuous Integration/Continuous Delivery (CI/CD) tools with supervision.

Help automate manual processes related to the software development life cycle.

Assist in building and maintaining software build and test pipelines to support development and distribution of software artifacts.

Participate in implementing cloud development environments to support software development tools and continuous integration/continuous deployment pipelines.

Manage configuration technologies for assigned projects with guidance.

Monitor system performance and resource utilization on virtual machines and report findings.

Learn and implement security guidelines such as Defense Information Systems Agency (DISA) Security Technical Implementation Guides (STIGs) in cloud and HWIL systems with support from senior engineers.

Research virtual hosting service options to support the software development program's needs.

Maintain build and test pipelines to support software development artifact distribution.

Collaborate with development teams to improve software delivery and deployment processes, taking directions from senior staff.

Support in testing and deploying changes to existing software under supervision.

Assist in defining tools needed for cloud-based data repositories and configuration management.

Stay current with industry trends and emerging technologies by learning from peers and training to help improve DevOps practices.

Responsible for asset installation/configuration, operation and maintenance of systems hardware, software and related infrastructure.

Configure and manage operating systems (Windows and Linux), applications (commercial and government), networks (IPs, subnets, etc.), and network equipment (switches)

Configure and manage DOD and IC standard distributed authentication services

Review documented and maintain comprehensive knowledge base articles, standard operating procedures (SOPs), and technical guides for Tier 1 and Tier 2 teams to use in resolving common issues and adhere to government policies.

Perform regular file archival and purge, as necessary.

Create, change and delete user accounts per request.

Repair and recover from hardware or software failures for multiple sites.

Work with internal development teams, to report and resolve bugs, request feature enhancements, and address product-related issues on Linux platforms

Contribute technical content and tutorials to product documentation

DevOps Methodologies

Agile Software Development, ability to represent successful completion of work in Agile Management systems (e.g. Jira, Confluence, GitLab)

Programming or Scripting language

Version Control Tools

CI/CD Tools

Cloud Computing Concepts and Services

Infrastructure as code

Container Technologies

Monitoring and logging stacks

Security concepts, best practices and how to apply them, such as Secure Shell, public key encryption, access credentials, certificates, TLS, and data encryption to include Department of Defense and Intelligence Community security policies/processes

Four plus (4+) years of experience with implementation and understanding of Engineering principles in a professional environment

A minimum of two to three (2-3) years of progressive IT support experience, with at least two to three (2-3) years in a Tier 1 or a similar role with a focus on Linux environments.

U.S. Government computers, networks, and security beneficial

Administering server-side technology and networked computing systems.

DNS / DHCP / Kickstart / LDAP / Kubernetes / Red Hat 7&8 / Windows 10 / ACAS / Rancher / Grafana / Cloud Security Gateway

Maintain and update system documentation.

Automate installation, configuration, and provisioning using Infrastructure as Code tools like Terraform, Ansible, Puppet, and Chef.

Configure and manage operating systems (Windows and Linux), applications (commercial and government), networks (IPs, subnets, etc.), and network equipment (switches)

DOD and IC network infrastructures, Preferred

Joint IO Range, Defense Research and Engineering Network, and other similar environments beneficial

Variety of development tools to include: Puppet, Ansible, Terraform, Bash, Powershell, Python, Kafka, Accumulo, Docker, Kubernetes

Software code development to automate run-time environment tools

EDUCATION & CERTIFICATIONS

Required (BS STEM Degree)

IAT Level 1 Required

IT Operating System Certification, (i.e. LINUX, Microsoft, etc) Required, May be expected to lift up to 25 lbs

Frequent use of keyboard and typing

Frequent sitting and standing

WORK SCHEDULE

5/40

The ability to work non-standard work hours and schedules in support of project requirements, Candidates must have an active Top Secret/SCI clearance and CI Polygraph within last 5yr, or ability to pass CI polygraph within 6mo of hire.