Enterprise IT Support Specialist

4 weeks ago

Vienna, Virginia, United States Hoplite Solutions LLC Full time
Job Title: Enterprise IT Support Officer

Hoplite Solutions LLC is seeking a highly motivated and customer-oriented Enterprise IT Support Officer to join our Dedicated Support Team. As a key member of our team, you will be responsible for providing top-notch technical support to our clients, ensuring their IT infrastructure and applications are running smoothly.

Responsibilities:
  • Provide technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment.
  • Analyze, troubleshoot, design, and implement fixes without escalating to Tier 3 support.
  • Perform remote desktop triage and system repair using remote tools.
  • Maintain and update records and tracking databases.
  • Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Collaborate with network services, software systems engineering, and/or application development to restore service and/or identify problems.
  • Use best practices and knowledge of internal or external business issues to improve products or services.
  • Meet contractual performance criteria.
  • Local travel may be required between customer buildings.
  • May have supervisory responsibilities.
Requirements:
  • Customer certification in CMA or DMA required.
  • Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
  • Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
  • Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
  • Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
  • Attention to detail, leadership, and collaborative and independent work process.
  • Demonstrated problem-solving and technical skills to resolve critical IT issues.
  • Expertise, training, and actual work experience with customer-specific systems and technologies.
Preferred Qualifications:
  • Related work experience in a technical help desk position.
  • Experience with data transfer services.
  • IAT Level II certification.
  • Experience with ServiceNow ITSM & ITBM.
  • Prior experience managing projects from low-mid complexity.
  • ITIL v4 Foundation, or higher, certification.
Security Clearance Requirements:

Current/active TS/SCI with Polygraph.

Physical Requirements:

Must be able to remain in a stationary position 50%. Must be able to move/traverse within and between buildings and offices. Must be able to position self to maintain computers, including under the desks and in the server closet. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.

Hoplite Solutions LLC offers very competitive salaries and an excellent benefits package, to include a 7% employer 401k contribution, fully paid healthcare for our employees, outstanding training benefits, company-funded life insurance, and short-term disability insurance, and many more.

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