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Tier 2 IT Tech Support

2 months ago

Mount Airy, United States Syms Strategic Group, LLC (SSG) Full time
Job DescriptionJob DescriptionSyms Strategic Group (SSG) is seeking a talented Tier 2 IT Tech Support
Department: Veterans Affairs Acquisition Academy (VAAA)
Location: Frederick, MD
Type: Full Time
Min. Experience: Experienced
Security Clearance Level: Public Trust (MBI) 

Military Veterans are highly encouraged to applyEssential Duties and ResponsibilitiesThis is an on-site position in Frederick, MD.  A Remote (Telework) and/or Hybrid work schedule will only be permitted during periods of emergencies, physical office closures due to inclement weather, or other unforeseen events.
  • Provide Tier II Desktop services, classroom support, and minor audio/visual (A/V) support with hands on support from Tier II.
  • Escalate and transfer all tickets that cannot be resolved at the Tier I or Tier II levels to the ServiceNow Infrastructure Operation Tier III ServiceNow Queue.
  • Track all ServiceNow tickets to completion and inform the Program Manager if there is a delay in a ticket.
  • Support incidents reported via the VA’s ServiceNow Help Desk application.
  • Work with the customers directly to solve issues using the Enterprise Service Desk (ESD) ServiceNow application.
  • Update all ServiceNow trouble tickets daily.
  • Provide detail log entries in the ServiceNow application.
  • Provide timely responses to all ServiceNow incidents or requests that are received via the VA ESD ServiceNow application.
  • Meet all the specified service level standards.
 Required Skills and Experience
  • Must have outstanding communication skills.
  • Must have a “Take Charge and Lead” style
  • Ability to effectively work with multiple stakeholders who may have competing priorities
  • Prior federal government experience
Professional CertificationsMicrosoft Certified Solutions Associate (MCSA) Windows 10 or Microsoft 365 Certified: Modern Desktop Administrator Associate certifications

Within one year of contract award, the Microsoft 365 Certified: Modern Desktop Administrator AssociateYears of Professional Experience5+ yearsDesired experiencePrior federal government experience is preferred.Formal EducationBachelor’s degree in related field strongly preferredCitizenship RequirementU.S. Citizenship required for this specific opportunitySecurity Clearance RequirementsMust possess or qualify for a Public Trust (MBI)CRITICAL NOTES:
  1. SSG will not make assumptions regarding your qualifications. Your answers to the mandatory screening questions must be supported by the information on your resume.  Applications with inconsistencies will not be considered.
  2. Recruiters or Third parties will not be considered.
  3. This is an on-site, customer facing position in Frederick, MD.  Remote work is not available except for emergency periods, physical office closures due to inclement weather.

U.S Citizenship is required for this specific opportunity. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

Syms Strategic Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information

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