Technical Support Specialist II

2 weeks ago

Huntsville, Alabama, United States ATR Arena Technical Resources Full time
Job Overview:

ATR Arena Technical Resources is seeking a dedicated and skilled individual to join our team as a Technical Support Specialist II. This role is essential in providing high-quality help desk and asset management services.

Location:
Remote

Clearance Level:
Must be a U.S. Citizen with an active Secret Clearance required for this position.

Position Summary:

As a Technical Support Specialist II, you will be responsible for delivering comprehensive help desk services. Your duties will include managing ticket creation, escalation, and follow-up processes, as well as identifying and troubleshooting technical issues. You will resolve user problems through effective technical troubleshooting and ensure that all relevant data is accurately recorded in the ticketing system.

Your responsibilities will also encompass imaging and deploying virtual systems, providing initial support for incidents, and offering technical assistance for inquiries related to computer systems, software, and hardware. You will respond to requests via various communication channels, including email and phone.

In this role, you will create and maintain Standard Operating Procedures (SOPs), install, modify, and repair computer hardware, software, and peripherals, and regularly report on key metrics. You will also conduct customer satisfaction surveys and close tickets upon resolution of issues.

Additionally, you will provide administrative support for mobile devices and assist with the issuance and management of security tokens.

Asset Management Support services will be part of your responsibilities, which include the receipt, logging, documentation, and disposal of IT equipment.

This position may require prolonged periods of sitting or standing, as well as mobility for bending, reaching, and kneeling to efficiently complete daily tasks. The ability to lift up to thirty (30) pounds may also be necessary.


Job Requirements:

  • Experience in managing ticket creation, escalation, and follow-up in a help desk environment.
  • Strong technical troubleshooting skills for resolving user issues.
  • Experience with imaging and deploying virtual systems.
  • Ability to provide technical assistance for computer systems, software, and hardware.
  • Excellent communication skills for responding to inquiries.
  • Capacity to create and maintain Standard Operating Procedures (SOPs).
  • Competence in installing, modifying, and repairing computer hardware and software.
  • Ability to report metrics and conduct customer satisfaction surveys.
  • Familiarity with mobile device support and management of security tokens.
  • Skill in asset management, including logging and documentation of IT equipment.
  • Physical ability to perform the required tasks efficiently.

Education / Certifications:

  • High school diploma or GED.
  • Minimum of 2 years of experience in PC maintenance.
  • Must possess and maintain an IT I level certification as per applicable regulations.
  • MS Desktop Support Technician or equivalent certification preferred.
  • DoD Secret Clearance required.

Knowledge:

  • Solid understanding of information security principles and practices.
  • Extensive knowledge of applications and PC software.
  • Proficient in Windows operating systems and MS Office applications.
  • General knowledge of TCP/IP networking.

Abilities:

  • Ability to organize, prioritize, and meet deadlines.
  • Capable of conveying complex information simply.
  • Strong critical thinking and problem-solving skills.
  • Self-starter with minimal supervision required.
  • Proactive in preventing issues.
  • Strong verbal and written communication skills.

Security Clearance:
Active Secret Clearance required.

ATR Arena Technical Resources is an equal opportunity employer.

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