Production Support Technician at C Mack Solutions LLC – Ashburn, Virginia

C. Mack Solutions is seeking a Production Support Technician with agile methodology experience to join our team and support a complex program to provide Agile development and operations and maintenance for critical systems on a mission-critical program for the Federal Government.

Responsibilities:

• Provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software
• Research, reproduce, diagnose, and resolve issues using TEAMS and ServiceNow
• Works independently to communicate technical information to users in a manner they understand and provide clear instructions for resolution
• Establish a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow, migrations, regression testing and confirming new deployments for functionality
• Develop and maintain knowledge base articles, training materials, and documentation for the help desk team
• Define and strategize Incident, Knowledge, and Problem management across a large-scale organization
• Collaborate with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments
• Possess and apply a comprehensive knowledge of working with end user business applications/software
• Collaborate with the application teams to identify, respond, and resolve tickets in a timely manner
• Act as a liaison between the help desk and enterprise clients, ensuring clear communication and high customer satisfaction
• Lead initiatives to improve help desk processes, efficiency, and customer service quality

You must live within the DC, MD, VA area.

U.S. Citizenship is required. Candidates must have a current Full CBP BI.

• Bachelor’s Degree or equivalent experience and minimum 1 or more years of Help Desk or related technical experience (experience considered in lieu of degree)
• Experience using a service desk ticketing system.
• Experience providing advanced support to end-users spanning a variety of application/software issues.
• Experience working with a development team in identifying, researching, and resolving advanced application software issues.
• Experience documenting, tracking, and monitoring the problem to ensure a timely resolution.
• Ensuring product quality and timeliness of efforts.
• Demonstrated Incident, Knowledge, and Problem Management
• Available for an on-call rotation depending on the application that is supported. (There are a very limited number of applications that require on-call support. The majority do not.)

Preferred Skills and Experience:

• Designing and Developing the Angular front end within a team of 3-4 other developers.
• Primary focus will be the front end, but occasionally will need to work on specific backend aspects of the system such as Chat (leveraging XMPP protocol) or File Sharing (leveraging AWS S3) or Video Streaming.
• Experience with HTML / CSS and using 3rd party UI component libraries, such as Syncfusion.
• Experience with Spring Boot and ideally Spring Data and Spring Security.
• Experience or education with information systems analyst or business analyst work.
• Experience with ServiceNow
• Experience with Problem and Incident Management
• ITIL Certification, other Technical Certifications
• Strong, active listening skills
• CBP, DHS, Border Patrol Systems or Tier 2 Application Support experience