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2 months ago
Company Overview
Dutch Ridge Consulting Group, LLC (DRCG) is a distinguished ISO 9001:2015 certified organization and a Service-Disabled Veteran-Owned Small Business (SDVOSB). With a commitment to excellence, DRCG specializes in providing technical support across various locations in the United States, with headquarters in Beaver, Pennsylvania, and Ashburn, Virginia. Our expertise encompasses Systems Integration (SI), Information Technology (IT) solutions, Program Management, Risk Management, Business Process Reengineering (BPR), Requirements Engineering, Workflow Solutions, and Business Consulting Services. Established in 2016, DRCG is fully US-owned and employs a skilled workforce, with a significant percentage holding Secret clearances or higher.
Position Overview
DRCG is engaged in a significant initiative aimed at modernizing IT systems and networks, enhancing security, usability, and accessibility to effectively support mission requirements. This initiative involves delivering comprehensive capabilities, including integrated organizational support, innovative solutions, business analysis, development, operations, engineering services, solution architecture, software/hardware release management, maintenance services, and new cloud-based solutions.
Key Responsibilities
The Senior Customer Support Specialist will deliver Tier 2 Level Field Support to personnel. Responsibilities include managing a workload tracked through enterprise ticketing software, focusing on metrics such as Mean Time to Resolution/Repair (MTTR), Ticket Audit Updates, Aged Tickets, and Open/Closed Counts.
The ideal candidate will:
- Execute IT incident response to resolve end-user issues, ensuring high levels of customer satisfaction.
- Assist with hardware and software upgrades and patch maintenance.
- Troubleshoot issues related to hardware, software, networks, and systems.
- Maintain remote user assistance capabilities and internet connectivity for standalone workstations.
- Provide technical support for relocations and moves.
- Deliver exceptional support to users.
- Respond promptly to IT-related incidents and service requests, employing IT Best Practices to resolve end-user problems through both desk-side and remote capabilities.
- Install servers, routers, switches, UPSs, laptops, workstations, monitors, etc.
- Assist with software installation/upgrades and troubleshooting of various applications.
- Communicate effectively, both in writing and verbally, with customers and colleagues.
- Bachelor's degree preferred or equivalent experience.
- A minimum of three years of experience in supporting enterprise IT environments.
- Must possess an active Secret Clearance.
- Ability to collaborate effectively in a team environment.
DRCG, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other criteria prohibited by applicable law.
