Key skills
CitrixVMwareMicrosoft ServerTroubleshootingTicket management systemCustomer serviceMicrosoft OfficeStandardized proceduresCommunicationTime Management
About this role
Accelera Solutions Inc is supporting defense clients with their Health IT systems by providing virtualization and datacenter operation management services. The Tier III Support Engineer will troubleshoot IT systems for end users in a virtualized hosting environment, focusing on Citrix, VMware, and Microsoft technologies, while providing technical support to military healthcare professionals.
Responsibilities:
- Troubleshoot and administer Citrix, VMware, and Microsoft Server issues
- Resolve service requests using a ticket management system
- Support and maintain the customer-facing virtual hosting environment and communicate timely and respectfully with end users
- Provide installation support to teams by assisting with upgrades and installing Service Packs/hotfixes
- Provide phone and remote support to various customers running various virtualization technologies
- Assist on internal and external projects
- Work on a rotating shift schedule to support customers around the clock
Requirements:
- A DOD CAC card is required for this position. Candidates will be required to surrender any existing DOD CAC card in their possession prior to start of employment
- At least 5 years' experience troubleshooting and administering Citrix, VMware, and Microsoft Server issues
- Active Secret clearance required
- A minimum of 3 years' Federal experience, preferably DOD. Military experience counts towards this requirement if IT work
- Ability to create standardized operating procedures and manuals
- Experience with Microsoft office products (Word, Excel, Powerpoint)
- Excellent customer service and organization skills
- Excellent oral and written communication skills
- Excellent time management skills and ability to work independently and with a team
- Experience working with the Defense Health Agency (DHA)
- Experience with server ports, protocols, and services
- Experience with VMWare and administering virtual machines
- Experience troubleshooting connectivity issues between servers and systems
- Experience working with an online ticketing system, particularly Remedy or Service Now
- Experience using MS SharePoint