Advanced IT Support Specialist

2 weeks ago

Washington, United States Competitive Range Solutions LLC Full time

Job Overview:

Competitive Range Solutions LLC is dedicated to delivering innovative IT solutions that empower government operations. We pride ourselves on our commitment to professional development and the execution of complex IT projects. Our environment is collaborative and supportive, providing opportunities for career advancement.

We are seeking a skilled and knowledgeable Tier II IT Support Specialist to deliver essential IT support services to government personnel. This role involves diagnosing and resolving hardware and software issues swiftly to minimize downtime and enhance productivity, ensuring a superior customer experience.

Key Responsibilities:

  • Provide both on-site and remote support for Windows and Apple operating systems, including installation, configuration, maintenance, and troubleshooting of various devices.
  • Deliver direct assistance and training to users, resolving technical challenges efficiently.
  • Support Microsoft applications, conduct standard network setups, and manage antivirus and VPN software updates.
  • Image, configure, deploy, and install new devices while managing inventory and lifecycle to maintain software and security standards.
  • Address trouble tickets through desk-side visits or remote-control tools.
  • Replace hardware components and perform software diagnostics to identify and resolve issues.
  • Utilize Active Directory for network and printer configurations.
  • Image new computers and securely wipe hard drives, managing equipment and account provisioning.
  • Maintain a high level of knowledge regarding relevant products, support policies, and delivery methods.
  • Track ticket assignments and ensure customer satisfaction with issue resolution.
  • Contribute to the development of Standard Operating Procedures (SOP) and participate in the Monthly Lessons Learned Report.
  • Perform additional duties as required.

Qualifications:

  • Extensive experience with Microsoft Office and Mac OS setup and configuration.
  • Demonstrated expertise in deskside support, system administration, and customer service within a large IT framework.
  • Strong analytical skills, excellent communication abilities, and a capacity to learn new technologies rapidly.
  • Consistent achievement of service-level targets.
  • Able to manage multiple tasks in a dynamic environment.
  • Familiarity with ticketing systems such as ServiceNow.

Education and Certifications:

  • Associate degree (preferred)
  • ITIL certification
  • CompTIA A+
  • Microsoft Certified Desktop Support Technician (MCDT)
  • Apple Certified Support Professional Certification (ACSP)

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