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Technical Support Specialist

2 months ago


Dugway, Utah, United States Oneida Technical Solutions Full time
Job Overview

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.

Job Posted by ApplicantPro