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  • Tier 1 Level Service Desk Analyst
  • Bowie, MD
  • Full Time

Job Description
      • 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 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.Responsibilities:
        • 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 24×365 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:

        •  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
An Equal Opportunity Employer
Job Requirements
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