Technical Support Specialist

20 hours ago

Chantilly, Virginia, United States DANE LLC Full time
Job Overview

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at DANE LLC. As a valued member, you will play a crucial role in providing top-notch Account Management Services for Department of State consolidated accounts.

Key Responsibilities
  • Creating, modifying, and overseeing all Department of State accounts
  • Handling SNAP card administration
  • Providing initial mobile and laptop support at the tier 1 level
  • Performing systems administrative and operational duties on computer systems
  • Performing account management duties in Active Directory
  • Welcome and greet customers when handling front desk operations
  • Analyzing, evaluating, testing, and repairing basic hardware problems
  • Preparing activity and progress reports regarding support activities
  • Responding, investigating, and correcting problems
  • Acting as a technical resource for user queries
  • Contributing to developing and implementing improvements in the account management processes
  • Working to achieve SLA's when resolving customer issues
  • Organizing and conducting one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)
  • Providing troubleshooting diagnosis, and repair for laptop and mobile devices
Requirements
  • Strong customer service and communication skills (both written and verbal)
  • Excellent interpersonal skills, especially the ability to listen and understand what is being described
  • Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets
  • Experience providing Tiers 1 and 2 technical support for hardware and software
  • Excellent attention to detail
  • Strong working knowledge of computer terms
  • Customer service operations experience
  • 1-3 years of related experience
  • One or more industry standard certifications- A+, Security+, Network+; etc. preferred
  • Must Have mobile or public key infrastructure (PKI, Smartcard) experience will be a plus
  • Experience providing Tech support to Department of State IT Mart locations
Physical Requirements
  • Must be able to move/handle equipment up to 30 pounds

DANE LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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