AceInfo Solutions, Inc.

  • Tier I Systems Support Analyst

    Job Location
    Regular Full-Time
    Public Trust Or ability to obtain a Public Trust
  • Overview

    AceInfo is currently seeking several Tier I Systems Support Analyst to support our federal project, in Bowie, MD 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 T1 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.



    • Proactively manage events in the active browser
    • 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 Redhat 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 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



    Candidate must have the following:

    • Good to have a minimum of 3 years of systems support experience supporting any of the following Operation systems (UNIX, MS Windows) of which at least 1 years of Red Hat Enterprise Linux (RHEL) is highly desired
    • Experience supporting IT Service Desk environment
    • Skills, Knowledge and experience
      • Demostrable customer service desk eperience
      • Knowledge of HP Server Automation, Site Scope, HP Business Service Management, Active Directory, McAfee Encryption, and NNMi is a plus 
    • Shift work: 10:00 pm - 8:00 am - Wednesday - Saturday or 10: pm - 8:00 am - Sunday - Wednesday


    Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment


    Company Information

    Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, disability or veteran status.


    Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.

    For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.

    AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.


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