IT Support Specialist

3 weeks ago

Washington, United States B&B Solutions US Full time

**About Us**

B&B Solutions is a mission focused 8(a) Small Disadvantaged Business, located in the Washington, DC metropolitan area. B&B provides multi-faceted and nuanced support services for Federal, State, Local, and Commercial clients. Our support includes Professional Services/IT Support, Administrative Support, and Facilities/Construction Support.

At B&B Solutions, it is our vision to continuously grow and evolve while delivering_ _**_Excellence From Start to Finish_**.

**About the Position**

**This will be a hybrid position. The on-site location is in Riverdale, MD.**

**Responsibilities**:

- Log reported support requests in the call ticketing and tracking system as they are received from customers using the various contact methods
- Ensure response and resolution SLAs are being met by monitoring all customer support requests and trouble-tickets
- Ensure trouble-tickets and service requests are documented accurately at all stages of resolution before they are closed or escalated for quality assurance.
- Provide statistical reporting on IT support request tickets
- Implement approved access changes to Active Directory (AD), Office 365 and other services
- Submit System Account Access Request (SAAR) to allow for the creation, modification, or deletion of AD accounts
- Create modify, or delete mailboxes and Global Address List (GAL) entries
- Create Change Management Records for all changes to the environment
- Provide troubleshooting support, including, but not limited to resetting customer passwords, troubleshoot VPN and remote network connectivity issues using Cisco AnyConnect and troubleshoot mobile devices
- Monitor and advise user base of outage notifications
- Process SPAM and Phishing messages
- Support requests for information about policies, equipment, use of tools including “how-to” questions, access, and changes in network rights, etc.
- Provide support for all requests for any user technology related needs by creating a call ticketing and tracking system and directing it to the designated support team
- Assist with Cisco AnyConnect VPN client
- Facilitate IT Service Support Requests, including but not limited to changes of rights, VTC, and Teams, etc.
- Appropriately enter and mitigate requests, elevating issues as needed to senior personnel or other departments
- Troubleshoot and resolve software and hardware problems related to Branch standard software
- Follow escalation procedures for resolving calls quickly and effectively
- Work with Federal staff and other internal and external contractors to resolve problems
- Validate or update required user contact information each time a ticket is received
- Meet customer satisfaction requirements across all end-user incidents and service requests.
- Ensure the government has access to all customer satisfaction survey data and negative customer feedback in electronic format
- Provide End-User Support from an approved on-site facility when permitted and applicable
- Provide End-User Remote Support from an approved offsite facility or technician home dwelling that is compliant with applicable regulations, mandates, and guidelines
- Use approved remote tools and appliances to remotely access, diagnose, control, and fix attended and unattended computers and mobile devices
- Log all required details for tickets escalated to advanced support.
- Develop or adapt a user guides and training materials for customer use across defined service area(s)

**Qualifications**:

- ** Must** be able to pass a federal background investigation
- Ability to complete security training and pass the security test
- 3 years of experience using help desk incident management software, particularly ServiceNow
- 5 years of experience using Windows 7 or higher clients in a Windows network service environment
- Experience using and supporting collaboration tools, such as Live Meeting, Lync/OCS, and CUCI
- Experience with Active Directory and Reporting
- Solid oral and written communications skills
- Relevant Degree (i.e., Computer Science, Cybersecurity, Information Technology, etc.) **(preferred)**:

- Relevant Certifications (i.e., CompTia A+, Network+, Security+, etc.) **(preferred)**

**Compensation**:
We offer a competitive compensation package, commensurate with experience.

**Benefits**:

- 401(k)
- Health
- Dental
- Vision
- Sick and Vacation Leave
- Life/AD&D
- Short/Long-Term Disability

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