IT Support Specialist
23 hours ago
Company Overview
DANE LLC prioritizes employee well-being and support, offering a comprehensive benefits package including generous paid time off, competitive salary, and opportunities for growth and development.
About the Role
We are seeking a skilled IT Support Specialist to provide exceptional account management services for Department of State consolidated accounts. Your responsibilities will include creating, modifying, and overseeing all Department of State accounts, handling SNAP card administration, and initial mobile and laptop support at the tier 1 level.
Key Responsibilities
- Perform systems administrative and operational duties on computer systems.
- Manage account settings in Active Directory.
- Welcome and assist customers during front desk operations.
- Analyze, evaluate, test, and repair basic hardware problems.
- Prepare activity and progress reports regarding support activities.
- Respond, investigate, and resolve technical issues.
- Act as a technical resource for user inquiries.
- Contribute to developing and implementing improvements in account management processes.
- Work to achieve Service Level Agreements (SLAs) when resolving customer issues.
- Organize and conduct training sessions for software products.
- Provide troubleshooting diagnosis and repair for laptop and mobile devices.
Requirements
- Strong customer service and communication skills.
- Excellent interpersonal skills, with the ability to listen and understand user needs.
- Working knowledge of ServiceNow ticketing system.
- Experience providing Tier 1 and 2 technical support for hardware and software.
- Attention to detail and strong working knowledge of computer terms.
- Customer service operations experience.
- 1-3 years of related experience.
- Industry standard certifications, such as A+, Security+, or Network+, are preferred.
- Mobile or public key infrastructure (PKI, Smartcard) experience is a plus.
What We Offer
- A competitive salary range of $60,000 - $80,000 per year, depending on experience.
- Flexible work-from-home options available.
- DANE LLC is an equal opportunity employer.
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