(Bowie, Maryland Computer Center)
We are currently seeking a Tier-1 Level Service Desk Analyst to support a large data center infrastructure environment.
The Infrastructure teams support servers running Red Hat Enterprise Linux (RHEL) 5 & 6, and Windows on bare metal hardware and VMware based VMs on over 3500 system supported by 5 Petabytes of IBM SVC based SAN environment.
Activities that candidates for this position include responding to Tier-1 level server and desktop requests; monitoring alerts from enterprise monitoring tools; coordinating incident activities with the technical support staff; and reporting on status of events and incidents.
Duties & Responsibilities
Provide First Touch Response for customer-facing technology issues.
Act as the single point of contact for all technology-related problems.
Coordinate the Incident Response Process: perform and participate in incident handling process, incident discovery, analysis and verification, incident tracking, containment and recovery, incident response notification, and reporting.
Manage password resets and account administration.
Enforce security through password aging management, firewall rules, log monitoring and SELinux implementation.
Administer jailed accounts, file permissions, Novel iManager, HP Server Automation (Opsware), Remedy 8, Sudoers file.
Create and manage user accounts, security, rights, disk space and process monitoring in Solaris and Red Hat Linux.
Create and administer users and groups accounts in, Solaris 10, Red Hat Enterprise 6 and Centos 6.
4 systems.
Troubleshoot events based on pre-defined Key Business Instructions (KBI).
Run scripts provided by Tier-2 and Tier-3 Support.
Resolve customer inquiries within a timely manner as stated in the Help Desk Service/Operating Level Agreement.
Provide triage activities to direct issues to proper CSvD Service Group (Infrastructure Team, Tier-2 Team, Security Team, SAN Team, etc.
).
Configure Virtual Machines using KVM and Kickstart.
Coordinate installation, configuration, patching, tuning, back-up, recovery, and maintenance on Windows Server, Solaris SPARC machines and Red Hat Linux.
Manage disk drives in Red Hat Enterprise 6 using Linux Volume Manager.
Install and configure Apache webserver in Solaris10 and Red Hat Enterprise 6 operating systems.
Write shell scripts in BASH to automate the administrative task and management using Cron.
Coordinate firmware upgrades, kernel patches, system configuration, performance tuning on Windows and Linux/Unix systems.
Follow standard operating procedures.
Provide courteous, professional, quality customer service via the Help Desk.
Account unlocks/password resets.
SafeBoot password resets.
Novell password resets.
McAfee resets.
RSA PIN resets.
Provide 24x365 coverage; Provide after-hours desktop support in ?best effort? capacity.
Report security and data stewardship concerns to the appropriate authorities.
Provide a Shift Summary Report at the end of each shift.
Any other duties assigned by the Team Lead or management.
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