Senior IT Specialist
3 days ago
We are seeking a highly skilled Senior Technician to provide first-line IT support to military and civilian users.
About the Role- Deliver First-Class Resolution: Ensure prompt resolution of incidents and service requests in compliance with established Standard Operating Procedures (SOPs).
The role involves troubleshooting hardware and software issues, maintaining assets, and ensuring user satisfaction in a multi-national environment.
Detailed Responsibilities- Troubleshoot and Resolve Incidents: Deliver first-call resolution for incident resolution and service requests, escalating unresolved issues to Level 2 support when necessary.
- Maintain Assets: Install, configure, and maintain LAN workstations, assets, and software for a wide-ranging userbase.
- Record Support Actions: Document all support actions in the approved ticket management system, adhering to documentation standards.
- Monitor and Provide Updates: Monitor progress and keep users informed of updates on assigned service requests via the ticket management system.
- Fulfill Service Requests: Follow up with users on completed service requests before closing tickets to ensure satisfaction.
- Escalate Complex Issues: Ensure adherence to Technical Assistance Center SOPs and escalate complaints or complex problems to the TAC Cell Head as needed.
- Manage Requests: Proactively manage assigned requests and contribute to the accountability of assets.
About You: Due to the nature of the role, we can only consider applicants from U.S. Citizenship with an active security clearance (US Secret or higher).
Key Skills and Qualifications- Technical Skills: Proficiency in installation, operation, and maintenance of computer systems on local area networks (LAN), experience with system administration and maintenance of computers running Microsoft Windows 10, knowledge of equipment installation, operation, and maintenance, familiarity with Service Desk management, understanding of A+ Fundamentals (hardware/software).
- Operational Skills: Ability to coordinate timely responses and escalate issues effectively, skill in monitoring progress and keeping users informed of updates, strong documentation and organizational skills.
- Soft Skills: Ability to engage with users professionally in a diverse, multi-national environment, excellent communication and interpersonal skills, strong problem-solving and follow-through abilities.
This role offers the opportunity to work in a dynamic team, supporting a range of IT operations while directly engaging with users to ensure seamless operation of IT systems.
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