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Technical Support Specialist

2 months ago

Herndon, Virginia, United States Integrated Intel Solutions Full time
Job Overview

Position: Technical Support Specialist - Full Performance

We are looking for a dedicated Systems Administrator/Technical Support Specialist to provide Tier 1 support. The ideal candidate will possess a proactive attitude and the ability to work independently while also being a valuable team player. This role is essential in maintaining the hardware and software infrastructure of our organization.

Key Responsibilities:

  • Assist in the support of automated systems through various support requests.
  • Track and report on support requests, ensuring accurate records of open, closed, and active issues.
  • Utilize an approved tracking system to manage support requests effectively.
  • Meet established performance goals for addressing support requests.
  • Respond to after-hours and weekend critical support requests as needed.
  • Develop and maintain Standard Operating Procedures (SOP) for escalating requests to higher support tiers.
  • Keep an updated repository of Knowledge Based Articles (KBAs) for frequently encountered issues.
  • Perform general system administration tasks, including user account management, access control, and security policy implementation.
  • Provide technical assistance for applications to enhance user experience.
  • Oversee the maintenance and care of digitization hardware, including installation and troubleshooting.
  • Offer informed recommendations for future hardware and software acquisitions.
  • Analyze production metrics to provide insights for continuous improvement.
  • Generate comprehensive metrics reports on a weekly, monthly, and yearly basis.
  • Facilitate user training and support on various digitization hardware.

Essential Skills:

  • Proven experience in independently resolving technical issues as a system administrator.
  • Ability to monitor and troubleshoot enterprise applications, including managing background processes and analyzing logs.