Highly Skilled Hardware System Expert for Dynamic Incident Response
4 weeks ago
About the Role
We are seeking a highly skilled Hardware System Expert to join our Incident and Service Request Response Team in Alice Springs, Australia. As a key member of our team, you will work closely with our customers and stakeholders to ensure mission continuity and support to the Intelligence Community.
Primary Responsibilities:
- Troubleshoot, repair, and replace hardware components to resolve customer issues.
- Communicate effectively with customers and technical teams to understand incident details and provide timely solutions.
- Research problems using internal and external knowledge databases to identify root causes and implement corrective actions.
- Facilitate technical communications between operations and development staff to ensure seamless collaboration.
- Distribute defect reports and system data collected during anomaly investigations to support continuous improvement.
- Plan and coordinate maintenance activities, perform upgrades, and support the transition and acceptance of new and modified systems.
- Analyze customer problems and implement appropriate corrective action to initiate repairs and return services to the field.
- Assist with property and asset management to ensure accurate inventory and tracking.
- Monitor, review, update, and disposition ServiceNow/HelpNow system tickets assigned to the program within required timelines and information details.
- Conduct datacenter walkthroughs to proactively identify issues with supported hardware and equipment; resolve or escalate as needed.
Requirements and Qualifications:
- A TS/SCI clearance with Polygraph is required for this role.
- Bachelor's degree and 2-4 years of relevant experience, or Master's degree with less than 2 years of experience, or 4+ years of relevant experience.
- DOD 8570 certification applicable to the position (typically Security+) is required.
- Proven computer hardware and system troubleshooting skills are essential for success in this role.
- System administration skills are also necessary to manage and maintain hardware systems.
- The ability to recognize and analyze problems, errors, and provide innovative solutions to complex problems is crucial.
- Able to work in a fast-paced, collaborative team environment and adapt quickly to changing situations.
- Able to carry/lift 30 pounds of equipment safely and efficiently.
Preferred Qualifications:
- Working knowledge of ServiceNow/HelpNow and its application in managing service requests and incidents.
- Experience working with system users and customers to provide excellent service and support.
- Ability to be flexible and demonstrate resourcefulness in a dynamic work environment.
Salary Information:
The estimated salary range for this position is $72,150 - $130,425, based on industry standards and market rates for similar roles in Alice Springs, Australia. Please note that this figure is subject to change based on various factors, including but not limited to, qualifications, experience, and performance.
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