Senior IT Support Specialist

5 days ago

Washington, Washington, D.C., United States NetCentrics Full time

We are seeking a highly skilled Senior IT Support Specialist to join our team at NetCentrics. As a key member of our technical operations team, you will be responsible for providing exceptional technical support to senior executive leadership and other stakeholders.

Key Responsibilities:

  • Provide technical support for senior executive leadership and other stakeholders
  • Lead major building moves for area of responsibility
  • Assist and lead projects relating to new technologies being implemented into production as well as new process/policies being introduced in the environment
  • Lead level 2 technicians, set clear team direction, delegate tasks and set deadlines, monitor team performance, and practice continuous service improvement
  • Troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
  • Zoom account administration and provide guidance on changes
  • Collaborate with Desktop Development, Infrastructure, Network Administrators to ensure efficient operation of the desktop computing environment
  • Follow established Service Desk processes for ticket management
  • Develop and maintain Knowledge Documents (Work Instructions) in accordance with Knowledge Management processes; work with Knowledge Manager
  • Provide analysis related to the design, development and implementation of hardware for products
  • Provide technical support to VIP personnel
  • Develop test strategies
  • Liaise with third-party support and vendors
  • Support and provide feedback to ensure continual process improvement

Requirements:

  • Bachelor's degree or equivalent experience and 5+ years of professional IT experience, with 2+ years of experience in a management or technical team lead role administering operational computing environments
  • Excellent problem solving, quantitative and analytical skills; ability to provide executive summaries upon request
  • Exceptional customer service skills, VIP support experience and comprehensive knowledge of personal computers, video conferencing tools, like Microsoft Teams and Zoom
  • Expertise on multiple complex work assignments
  • Ability to prioritize and execute tasks in a high-pressure environment
  • Ability to manage multiple tasks simultaneously
  • Solid understanding of IT concepts/practices
  • Experienced with ServiceNow ticketing system
  • Strong written and oral communication skills
  • Basic knowledge of SCCM
  • Familiarity with Incident Management and Problem Management process
  • Ability to travel outside Washington, D.C. up to 20%
  • Ability to lift up to 50 lbs
  • Active Public Trust security clearance

Desired qualifications/skill set:

  • ITIL Foundation
  • A+, Network+, Security+ or equivalent
  • ServiceNow, Windows 10, Office 365 experience
  • Microsoft Active Directory, Microsoft 365, PowerShell, Okta, and Zscaler experience

We are a diverse group of intellectually curious people, solving hard problems, and living by our core values while bonded by the shared vision to secure our nation. At NetCentrics, we are committed to providing exceptional technical support to our clients and stakeholders. If you are a highly skilled and motivated individual who is passionate about delivering exceptional results, we encourage you to apply for this exciting opportunity.

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