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Technical Support Specialist
2 months ago
Oneida Technical Solutions, LLC (OTS) is a prominent provider of comprehensive information technology and cybersecurity solutions, particularly in highly regulated and secure environments.
Our cutting-edge cyber capabilities and programs have positioned us as a reliable partner for IT modernization initiatives, enabling the implementation of upgrades and the swift delivery of innovative solutions for various sectors.
We are currently pursuing a significant contract opportunity, which involves providing extensive information system and IT services. This position will be part of a dedicated team responsible for cybersecurity, system administration, network management, operational support, and software development.
Key Responsibilities:
- Document all requests for assistance and issues in the government-approved trouble ticketing system, ensuring detailed project and cost information.
- Achieve a target of completing at least 80% of all change/trouble tickets within specified timelines (low - 48 hours, medium - 8 hours, high - 2 hours).
- Provide timely status updates for each open ticket upon any change or on a monthly basis if no changes occur.
- Notify users of ticket status within 2 hours of creation or modification.
- Regularly monitor and update the backlog status.
- Close tickets and inform customers immediately upon resolution.
- Deliver Tier II/III user support for core services.
- Adhere to ITIL standards for service desk operations.
- Support various operating systems, servers, and software applications, including troubleshooting and issue resolution.
- Ensure compliance with all relevant laws, regulations, and standards while managing system patches.
- Oversee software license management and distribution.
- Conduct routine application patching and upgrade management.
- Act as the primary contact for customer inquiries, problem resolution, and new service requests.
- Perform system imaging, builds, and computer setup tasks.
- Manage user accounts, including creation, updates, and resets.
- Identify and recommend system tools to mitigate potential issues.
- Install authorized software packages as requested.
- Evaluate, troubleshoot, and repair Windows and Linux-based systems.
- Execute data recovery from backups and damaged storage devices.
- Develop and update scripts to enhance system configuration and software management.
- Maintain a Windows-based print server for network printers.
- Provide input and recommendations on Help Desk procedures and assist in developing Standard Operating Procedures.
Position Requirements:
- Secret security clearance.
- IAT-I certification.
- Proficiency in MS Windows 10, MS Windows 11, and computer troubleshooting/repair.
- Minimum of 1 year of relevant experience.
- At least one qualifying baseline certification: A+ CE, CCNA-Security, CND, Network+ C#4, SSCP.
- At least one relevant computing environment certification: Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE), Red Hat Certified System Administrator (RHCSA), A+, Linux+.
Please note that all roles require a 5-panel Hair Follicle Drug test.
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