IT Support Specialist

7 days ago

Pasco, Washington, United States Advent Full time

About Advent

Advent is a leading provider of innovative IT solutions, empowering organizations to manage risk and achieve their objectives.

Job Overview

We are seeking an experienced IT Support Specialist to join our team in supporting the Western Air Defense Sector. As an IT Support Specialist, you will be responsible for providing Tier Two support for WADS IT requests and resolving technology issues in a timely manner.

Salary

The estimated annual salary for this position is $ $85,000, based on industry standards and location.

Job Responsibilities

  • Provide Tier Two support for WADS IT requests and resolve technology issues in an expedient manner.
  • Take full ownership responsibilities of the resolution process from initial contact with the user to resolution of the incident, problem, or service request.
  • Assume responsibility for incident, problem, and service request resolution regardless of the party performing the work.
  • Support project-related activities associated with making incremental changes to operational artifacts in response to governance, industry, or customer requirements.
  • Follow up on resolved tickets to check quality, obtain user concurrence of ticket closure, and report customer satisfaction.
  • Document final summaries, reviews, analysis, resolutions, and lessons learned in Incident Reports for all major incidents and unplanned service outages and submit them to WADS management and the COR within seven days.
  • Establish and maintain data in the WADS error tracking database daily, document workarounds, and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.
  • Engage in 100% of Service Desk calls, Incidents, and Services workflows, processes, and queues to immediately identify, prioritize, and address performance issues that impact the delivery of services to users.
  • Ensure 100% non-IT requests are properly routed to appropriate support organizations.
  • Support projects associated with making changes to operational artifacts in response to governance, industry, or customer requirements.
  • This task includes account sponsorship to initiate new user documentation, training, access, and orientation processes.
  • Review user paperwork to 100% accuracy and submit to WADS CFP for creation within 48 hours of initiation of new user documentation.
  • Provide a full range of hands-on IT-related support functions.
  • Be responsible for on-site support of computing devices (desktops, laptops, printers, etc.) and associated software.
  • Configure, install, and troubleshoot approved laptops, desktops, printers, network-connected copiers, scanners, and other office IT equipment.
  • Configure, install, and troubleshoot approved software elements, including the operating system (OS), in accordance with government regulations.
  • Maintain and upgrade software elements, including the OS, in accordance with government regulations.
  • Troubleshoot software and hardware issues.
  • Troubleshoot configuration problems.
  • Assist users with application usage questions and concerns.
  • Escalate hardware repair/replacement issues to WADS representatives within 12 hours, if applicable.
  • Report to WADS representatives weekly, as specified by the government, on all performance expectations.
  • Provide first-look capability for cryptographic equipment items, including operator functions on data encryption devices and secure voice systems.
  • Perform first-look maintenance activities on information systems.
  • Support Air Defense System Integrator (ADSI), Joint Range Extension (JRE), Global Command & Control Systems, BCS-F and CBC2 systems, and other mission systems as required.
  • Provide user support and first-look capability for the A/V and Secure Video Teleconferencing Capacity (VTC) systems at the Western Air Defense Sector.
  • Maintain, update, and create draft technical documentation, policies, and procedures for ensuring continuity of knowledge and operations.

Benefits

We offer comprehensive medical, dental, and vision care, matching 401K, vacation time, sick time, life insurance, disability coverage, and other benefits that help provide financial protection for you and your family.

Equal Opportunity Employer

Advent is an Equal Opportunity Employer. Employment decisions are not based on race, color, religion, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws.

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