Technical Support Specialist I

2 weeks ago

Lowell, Arkansas, United States Advanced Technology Leaders Inc Full time
Job Overview

Position Title: Desktop Support I

The Desktop Support I role entails delivering initial technical assistance for the setup, upkeep, enhancement, troubleshooting, removal, and repair of personal computing devices, peripheral devices, operating systems, software applications, and telecommunication systems.

Work Arrangement: This position is fully remote, with equipment provided by the company.

This non-exempt classification falls under the McNamara-O'Hara Service Contract Act (SCA) and the associated collective bargaining agreement (CBA). Employees in service roles receive compensation according to the prevailing wage rates and benefits established by the U.S. Department of Labor (DOL) Wage and Hour Division.

Key Responsibilities:

  • Serve as the first point of contact for users experiencing issues with desktops, laptops, passwords, connectivity, and applications.
  • Address requests for assistance that may necessitate technical support via phone, email, or help desk management systems.
  • Escalate complex issues to higher-level support teams as necessary.
  • Maintain and update inventory records for desktops, laptops, printers, corporate mobile devices, and software licenses.
  • Assist with the testing and deployment of operating system and application security updates on workstations and laptops.
  • Onboard new employees with required hardware, software, and access tokens, and process terminations in accordance with company policies.
  • Manage assigned tickets, vulnerabilities, and patching tasks.
  • Troubleshoot and resolve hardware and software issues, including installation, upgrades, repairs, and removals.
  • Create and deliver application and user documentation and training for various departments.
  • Act as a liaison between users and technical escalation points within the IT department.
  • Install necessary application software to facilitate job functions.
  • Update and maintain standard operating procedures for software and hardware deployments, account management, and helpdesk operations.
  • Recommend equipment upgrades based on evolving business needs.
  • Participate in projects as directed by IT management.
  • Adhere to company policies and procedures.
  • Perform other duties as assigned.

Minimum Qualifications:

  • Ability to obtain a 6C Security Clearance (Public Trust – High).
  • 0 to 6 months of experience or equivalent education in a helpdesk or service desk environment, with knowledge of IT administration in Windows 10 & Windows 11, PC imaging, hardware deployment, group policy, workstation setup, remote assistance, Microsoft Active Directory, and DNS preferred.
  • Availability for weekend and evening hours may be required. Occasional travel may be necessary.
  • Associate's degree in computer science or a related field is preferred.

Preferred Qualifications:

  • Bachelor's degree.
  • Microsoft MCP certification.
  • Microsoft 365 Certified: Fundamentals.
  • A+ certification is highly desired.

Knowledge, Skills & Abilities:

  • Strong analytical skills to understand real-time desktop performance and maintain best practices.
  • Understanding of networking and distributed computing concepts, along with solid technical skills in data communications and data center technology.
  • Willingness to take on-call responsibilities on a rotating basis, with a keen attention to detail.

Supervisory Responsibilities: Must possess or obtain a Public Trust Security Clearance and maintain it throughout the contract duration.

Work Environment: This is a remote position.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type and Expected Hours of Work:

This is a full-time position. Working hours are Monday through Friday, with specific hours determined by location and shift requirements.

Additional Eligibility Qualifications:

  • Proof of U.S. citizenship may be requested.
  • Background checks may be conducted at the company's expense as necessary.

AAP/EEO Statement:

Advanced Technology Leaders Inc. provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information, or any other protected class status. This policy applies to all employment terms and conditions.

Other Duties:

The above job description is not intended to be an exhaustive list of duties and standards for the position. Incumbents will follow any other instructions and perform related duties as assigned by their supervisor.

Benefits:

  • Health benefits including medical and dental coverage.
  • Paid personal and vacation days.
  • Paid holidays.
  • 401(k) retirement plan.

Salary Range:

  • $16.20 - $19.58, based on Wage Determination per SCA regulations.

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