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Field Support Technician
2 months ago
Position: Customer Support Professional (Senior)
Company Background
Dutch Ridge Consulting Group, LLC (DRCG) is a distinguished ISO 9001:2015 certified Veteran Enterprise, recognized as a Service-Disabled Veteran-Owned Small Business (SDVOSB). With a focus on delivering technical support across multiple locations in the United States, DRCG is headquartered in Beaver, Pennsylvania, and Ashburn, Virginia. Our expertise encompasses Systems Integration, Information Technology solutions, Program Management, Risk Management, Business Process Reengineering, Requirements Engineering, Workflow Solutions, and Business Consulting Services. Since our establishment in 2016, we have maintained a TS facility clearance and pride ourselves on being 100% US owned with a dedicated team of over 50 employees, the majority of whom hold a Secret clearance or higher. Our mission is to enhance client investments by utilizing our expertise to effectively manage the evolution of existing IT environments.
Role Description
As a vital member of the team supporting the Bluestone initiative, the Customer Support Professional will play a crucial role in modernizing DEA's IT systems and networks. This enterprise-level project aims to enhance security, usability, and accessibility to meet mission requirements efficiently. The Bluestone initiative encompasses a wide range of capabilities, including integrated organizational support, innovative solutions, business analysis, development, operations, engineering services, solution architecture, software/hardware release management, maintenance services, and the implementation of new cloud-based solutions.
Key Responsibilities
The Customer Support Professional (CSP) will deliver Tier 2 Level Field Support to DEA personnel, with their workload managed through the enterprise ticketing system. Responsibilities include:
- Responding to IT incidents to resolve end-user issues with a high level of customer satisfaction.
- Assisting with hardware and software upgrades and maintaining patches.
- Troubleshooting hardware, software, network, and system-related issues.
- Providing remote user assistance and ensuring internet connectivity for standalone workstations.
- Facilitating technical support for relocations and moves.
- Delivering exceptional support to DEA users.
- Promptly addressing IT-related incidents and service requests, utilizing best practices for troubleshooting.
- Installing servers, routers, switches, UPSs, laptops, workstations, monitors, and other equipment.
- Assisting with various software installations, upgrades, and troubleshooting of DEA applications.
- Communicating effectively in both written and verbal formats with customers and colleagues.
Qualifications
- A Bachelor's degree is preferred, or equivalent professional experience.
- A minimum of three years of experience in supporting enterprise IT environments.
- An active Secret Clearance is required.
- Ability to collaborate effectively within a team environment.
Equal Opportunity Statement
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 that are impermissible by applicable law.
