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Senior Technical Support Analyst

In United States

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Senior Technical Support Analyst   

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JOB TITLE:

Senior Technical Support Analyst

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Hudson, NH United States

JOB DESCRIPTION:

 

Technical Support Analyst.

As a key member of the Engineering Tools team, the support analyst is responsible for the day to day support of numerous engineering software applications including the Atlassian JIRA, Bitbucket and Confluence and Docker environments across the ES Sector and must be able to meet customer/program requirements. The role is working within the Engineering Tools Organization providing technical support to engineers in their use of software development, systems engineering and hardware design and analysis tools. The vast majority of tools are commercial (COTS) or open source. General support activities include developing and executing installation procedures, testing, troubleshooting, responding to service desk break/fix tickets and service requests, how-to questions and documenting changes to the production environment in accordance to internal and DFARS policies and procedures. Candidate must have a working knowledge of Atlassian, JIRA suite, Confluence, Docker and SVN and duties to include the following: 

• Design, operation and support of Engineering Tools in the ES Classified and unclassified networks. 

• Atlassian JIRA, Bitbucket, Confluence and Jenkins support. 

• Docker software support. 

• Troubleshoot performance, availability and overall health of tool environments. 

• Assist in planning, and upgrading of applications using Windows and Linux servers and client environments in the unclassified and multiple classified areas/locations. 

• Create and maintain documentation for engineering application client and server installations and upgrades. 

• Migrate existing Atlassian environments to support platform changes such as operating system, domain, or security patches. 

• Create and maintain active directory groups for Atlassian access. 

• Support users in a timely manner using ServiceNow Help Desk ticketing system. 

• Interested candidates should have good communication and organizational skills, and a general understanding of Atlassian JIRA suite, Confluence Docker, Collaborator and SVN software. 

• Should also exhibit sound judgement, initiative and self-motivation, and be able to complete tasks with minimal supervision. 

• Attention to detail, solid communication and teamwork skills will be required to work effectively. 

• Close collaboration with peers, Engineering and Engineering Tools personnel is essential. 

• The ability to manage time effectively while dealing with a variety of issues in a dynamic environment will be key to the success of this individual.

 

Skills

• Focus is the Docker software administration and support. 

• Detail orientated 

• Ability to multi-task and reprioritize work, as required, to meet dynamic customer service environment. 

• Excellent Customer service skills at all levels.

• Ability to work well in a team environment, in either a lead or participant role. 

• General understanding of Engineering disciplines and tools. 

• Experience with open source tools such as Atlassian. 

• Experience packaging Windows applications for software distribution platforms such as Microsoft SCCM. 

• Experience working with virtualized environments such as VMware Workstation and VCenter.

 

Experience

Bachelor's Degree and 3+ years work experience OR equivalent experience



Position Details

POSTED:

Jun 07, 2022

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S1648324808957402

LOCATION:

United States

CITY:

Hudson, NH

Job Origin:

OORWIN_ORGANIC_FEED

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

Senior Technical Support Analyst    Apply

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<p> </p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:700"><span style="font-style:normal"><span style="text-decoration:none">Technical Support Analyst</span></span></span></span></span></span></span><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">.</span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">As a key member of the Engineering Tools team, the support analyst is responsible for the day to day support of numerous engineering software applications including the Atlassian JIRA, Bitbucket and Confluence and Docker environments across the ES Sector and must be able to meet customer/program requirements. The role is working within the Engineering Tools Organization providing technical support to engineers in their use of software development, systems engineering and hardware design and analysis tools. The vast majority of tools are commercial (COTS) or open source. General support activities include developing and executing installation procedures, testing, troubleshooting, responding to service desk break/fix tickets and service requests, how-to questions and documenting changes to the production environment in accordance to internal and DFARS policies and procedures. Candidate must have a working knowledge of Atlassian, JIRA suite, Confluence, Docker and SVN and duties to include the following: </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Design, operation and support of Engineering Tools in the ES Classified and unclassified networks. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Atlassian JIRA, Bitbucket, Confluence and Jenkins support. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Docker software support. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Troubleshoot performance, availability and overall health of tool environments. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Assist in planning, and upgrading of applications using Windows and Linux servers and client environments in the unclassified and multiple classified areas/locations. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Create and maintain documentation for engineering application client and server installations and upgrades. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Migrate existing Atlassian environments to support platform changes such as operating system, domain, or security patches. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Create and maintain active directory groups for Atlassian access. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Support users in a timely manner using ServiceNow Help Desk ticketing system. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Interested candidates should have good communication and organizational skills, and a general understanding of Atlassian JIRA suite, Confluence Docker, Collaborator and SVN software. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Should also exhibit sound judgement, initiative and self-motivation, and be able to complete tasks with minimal supervision. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Attention to detail, solid communication and teamwork skills will be required to work effectively. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Close collaboration with peers, Engineering and Engineering Tools personnel is essential. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-indent:36pt; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• The ability to manage time effectively while dealing with a variety of issues in a dynamic environment will be key to the success of this individual.</span></span></span></span></span></span></span></p> <p> </p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:700"><span style="font-style:normal"><span style="text-decoration:none">Skills</span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Focus is the Docker software administration and support. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Detail orientated </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Ability to multi-task and reprioritize work, as required, to meet dynamic customer service environment. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Excellent Customer service skills at all levels.</span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Ability to work well in a team environment, in either a lead or participant role. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• General understanding of Engineering disciplines and tools. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Experience with open source tools such as Atlassian. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Experience packaging Windows applications for software distribution platforms such as Microsoft SCCM. </span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">• Experience working with virtualized environments such as VMware Workstation and VCenter.</span></span></span></span></span></span></span></p> <p> </p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:700"><span style="font-style:normal"><span style="text-decoration:none">Experience</span></span></span></span></span></span></span></p> <p style="line-height:1.2; text-align:justify"><span style="font-size:10pt; font-variant:normal; white-space:pre-wrap"><span style="font-family:'Times New Roman'"><span style="color:#222222"><span style="background-color:#ffffff"><span style="font-weight:400"><span style="font-style:normal"><span style="text-decoration:none">Bachelor's Degree and 3+ years work experience OR equivalent experience</span></span></span></span></span></span></span></p> <p><br /> <br /> </p>


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