IT Support Specialist

2 weeks ago


Chantilly, Virginia, United States Government Contractor Full time
Job Overview

The IT Support Specialist will serve as a critical resource for addressing technical challenges faced by users, ensuring a seamless operational environment.


Key Qualifications:
  • Possession of a current Public Trust clearance or eligibility for Secret clearance.
  • A minimum of 2 years of professional experience in Tier II support, focusing on operational and network assistance.
  • Proficient in troubleshooting PC software and providing effective resolutions.
  • Strong familiarity with the military community and communication protocols.
  • Experience with ServiceNow ticketing systems is highly desirable.
  • Knowledge of ITIL service management frameworks and best practices.
  • Exceptional written and verbal communication skills.
  • Meticulous attention to detail and strong analytical problem-solving abilities.
  • High-level customer service expertise.
  • Current Security+ce certification or A+ce and Windows certification.

Responsibilities:

The ideal candidate will act as the primary point of contact for clients experiencing technical difficulties, responsible for:

  • Providing prompt troubleshooting assistance or escalating issues to the appropriate teams.
  • Delivering technical support through various channels, including virtual support rooms and in-person services.
  • Ensuring effective End User Device support and incident resolution, both remotely and on-site.
  • Documenting detailed troubleshooting outcomes in the help desk ticketing system.
  • Collecting and analyzing computer/server log files for further investigation by advanced support teams.
  • Managing multiple concurrent support tasks with precision.
  • Utilizing established troubleshooting techniques efficiently.
  • Conducting break-fix troubleshooting and software upgrades as necessary.
  • Engaging in virtual support consultations to resolve user issues.
  • Executing computer setup processes, including imaging and hardware configuration.
  • Coordinating the disposal of end-of-life hardware in compliance with regulations.


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