IT Technical Support Specialist
$80,000–$90,000 year
On-siteWashington, United States or District of Columbia, United States
Job Summary
Provide Desktop Support services to the government user community by responding to IT incidents and requests assigned or escalated from Tier 1. Interface with customers in-office or over the phone to create tickets, manage relationships from incident through resolution, and maintain clear work logs. Troubleshoot and resolve user incidents involving Microsoft operating systems, Active Directory, Office Suite, iPhone, VPN, and client-owned hardware and peripherals. Assist in developing permanent resolutions to recurring problems, deploying hardware and software, and creating or revising Standard Operating Procedures. Escalate unresolved tickets to Tier 3 Technicians and provide support to Tier 1 queues per Surge Plan Procedures.
Required Qualifications
- Bachelor's degree in an IT related field or four years equivalent experience in an IT related field
- At least 3 years of hands-on experience deploying, monitoring, managing and or supporting some combination of at least 3 of the following products currently in the CSOSA environment: Office 365 E5, One Drive, TEAMS, SharePoint Online, INTUNES, Defender, Security and Compliance Center, AZURE, Active Directory, Microsoft Deployment Toolkit (Imaging), Microsoft Surface data Eraser (disk wiping)
- A minimum of 4 years demonstrated experience writing documentation to carry out a process, troubleshoot a known issue, share best practices, creating training manuals, etc.
- Excellent oral and written communication skills
- Excellent phone etiquette
- Strong technical aptitude including excellent troubleshooting skills
- Ability to work with users that have limited technical knowledge
- Ability to instruct users utilizing verbal communication
- Ability to work in a fast-paced, dynamic environment
- Ability to interface with all levels of management
- Excellent time management, scheduling, and organizational skills
- Ability to work well independently or in a team setting
- Attention to detail
- High degree of patience
- Must pass a pre-employment drug screening
- Must have acceptable background check results
- Must obtain and maintain the appropriate clearance levels required
- Must be able to obtain access to military installations
- Must be able to satisfactorily perform each essential duty
- Must be able to bend, stoop, sit, walk or stand for prolonged periods of time
Desired Qualifications
- Experience maintaining inventory of hardware and communicating with upper management when needed
- Experience performing inventory exercises/audits
- Experience in tracking assets through their lifespan
- Ability to provide event Support (A/V, Skype, Recording)
- Experience in providing technical support and onsite assistance for events
- Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client
- Experience resolving issues for mission-critical staff members (VIPs)
- Experience with Mersive/Solstice
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