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Role Description

The Service Desk Technician (Tier III Support) is part of a 24x7x365 team that troubleshoots IT systems for end users of our government customer's virtualized hosting environment. These systems include Citrix Virtual Apps and Desktops and other Citrix components, VMware vSphere, Microsoft Windows, and other virtual app solutions. This is a fast-paced, team-oriented position which provides technical support to military healthcare professionals around the world. A key requirement of the candidate is the ability to troubleshoot an expansive variety of potential user issues. Tier III Support means that troubleshooting has moved beyond the more rudimentary user issues and the potential candidate will need to demonstrate a desire to find the root cause and truly understand how to resolve it.

• 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

Qualifications

• 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

Preferred Requirements

• 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

Company Description

Accelera Solutions is supporting our defense client with their Health IT systems by providing virtualization and datacenter operation management services. We architect, engineer, deploy, and sustain enterprise solutions for the military healthcare worker, their patients, and all the people that support them. This project directly supports the virtualized desktop software and hardware that is used by tens of thousands of users daily, while also supporting the datacenters and cloud environments that host the software.