Technical Support Analyst II

2 weeks ago

Lower Longwood, United States Leader Communications Inc Full time
Job Overview

The IT Support Specialist Level II is responsible for delivering comprehensive IT assistance, focusing on desktop systems, software applications, and peripheral devices.

Candidates must be eligible to obtain and maintain a valid U.S. Government security clearance to qualify for this role.

Key Responsibilities
  • Installs and deploys approved automation desktop software as designated by the Army Golden Master program.
  • Provides on-site technical support for desktop, software, and peripheral devices for both NIPRNET and SIPRNET users, prioritizing urgent requests.
  • Reports critical outages and customer service issues promptly.
  • Ensures timely completion of 98% of routine service requests based on established priorities.
  • Diagnoses and resolves desktop-related issues effectively.
  • Assists in the remediation of Cybersecurity Vulnerability Alerts (IAVA).
  • Handles installation, configuration, troubleshooting, relocation, and repair of desktops, tablets, devices, and printers.
  • Identifies and addresses network-related problems.
  • Maintains accurate records by ensuring 95% of service desk requests are logged in the Remedy system.
  • Troubleshoots connectivity issues for WIFI and government-provided broadband devices.
  • Utilizes network monitoring tools, including SolarWinds, for system oversight.
  • Submits daily operational reports and escalates unresolved issues to higher-level support.
  • Employs automated incident tracking systems for efficient case management.
  • Delivers exceptional technical support to customers.
  • Configures, troubleshoots, and repairs all MS Windows-based laptops and desktops.
  • Utilizes Active Directory tools for managing and creating objects within MS Server.
  • Employs remote access tools, including SCCM, to assist users.
  • Supports users during briefings and events with collaborative tools (e.g., Skype, DCO Connect Online, portals, and alert systems).
  • Adheres to LCI Core values in all interactions.
  • Provides assistance to Premises Technicians as needed.
Qualifications
  • High School diploma required.
  • Minimum of 5 years of experience in an IT support role.
  • Customer service experience is essential.
  • IAT-Level II certification: Security+ is required.
Skills & Certifications
  • Proficient in IT Help Desk support.
  • Experience with Remedy ticketing system.
  • Strong hardware and software troubleshooting skills.
  • Knowledge of user permissions management.
  • Expertise in Windows systems support, including Windows 10.
  • Experience in desktop, laptop, and VTC support.
  • Familiarity with Microsoft Office Suite.
  • Professional certification is preferred.
  • CompTIA Security+ certification is highly desirable.
  • Excellent verbal and written communication skills.
  • Ability to sit for extended periods and perform tasks requiring prolonged use of a keyboard and monitor.
  • Physical capability to lift 20-40 lbs as necessary.
  • LCI is an Equal Opportunity Employer for Veterans and Disabled individuals.

Additional Requirements:
- 8570 compliant certification is mandatory prior to starting the position.

Security Clearance Statement: This role necessitates a government security clearance; candidates must be U.S. Citizens to be considered.

Clearance Level: Secret.

Work Environment: This position requires full-time onsite presence.

Work Schedule: Standard work hours consist of 40 hours over a five-day work week, with potential for condensed schedules offering additional time off.

Compensation: The annual salary range for this position varies based on experience and qualifications.

Benefits: Comprehensive benefits package including medical, dental, vision, life insurance, disability coverage, 401(k) matching, and paid time off.

Equal Opportunity Employer: Leader Communications, Inc is committed to equal employment opportunities for all qualified applicants.

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