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Technical Support Specialist

2 months ago

Fort Belvoir, United States Diverse Systems Group LLC Full time
Job Overview

Position Summary:

  • Oversee the operations of the Service Desk walk-in center, providing mentorship and training for junior personnel.
  • Generate analytical reports utilizing Microsoft Excel to evaluate SLA metrics against contractual obligations, offering strategic recommendations to upper management.
  • Exhibit proficiency in independently diagnosing and resolving complex technical challenges and helpdesk inquiries.
  • Effectively prioritize and manage daily technical assistance across diverse organizational needs.
  • Collaborate with various technical teams to address and rectify large-scale technical issues.
  • Diagnose and resolve prevalent network and hardware/software complications using both physical and logical diagnostic methodologies.
  • Conduct testing of new hardware and software solutions prior to their implementation.
  • Support areas encompass device deployment, application management, user account administration, print services, asset inventory, and comprehensive troubleshooting of desktop/laptop/tablet devices.
  • Demonstrate exceptional customer service capabilities with a flexible work schedule to accommodate support needs.
  • Engage in special initiatives and unique requests, such as annual lifecycle refreshes and organization-wide device upgrades, which necessitate interaction with customer administration and conducting hardware evaluations. Manage and document accountable property within the IT warehouse, collaborating closely with Logistics and Property Management to ensure proper tracking of equipment.

Supervisory Duties: Yes

Required Skills & Competencies:

  • Proficient in advanced Microsoft Excel functionalities
  • Familiarity with Windows-based hardware, operating systems, and printers
  • Ability to lift items weighing up to 50 lbs.

Qualifications:

  • Outstanding customer service and communication skills
  • 3-5+ years of pertinent experience

Certifications:

Must possess DOD 8140/8570 compliance (e.g., Security+ CE and A+ or Microsoft Windows certifications)

Security Clearance:

Confidential clearance is mandatory.

Preferred Qualifications: N/A