Technical Support Specialist with Security Clearance

2 weeks ago


Schenectady, New York, United States Information Management Group Full time
Technical Support Specialist with Security Clearance

Job Overview:
Information Management Group is seeking a dedicated Technical Support Specialist to join our team. This role requires an active DOE Q clearance or a DOD Top Secret clearance at a minimum. The successful candidate will be a full-time employee responsible for delivering technical support services to manage and address incidents and service requests from end users, technical personnel, and external partners.

Key Responsibilities:
  • Enhance IT customer service and incident resolution efficiency through extended service hours, self-service options, and proficient support staff in industry-standard IT solutions.
  • Boost operational effectiveness by leveraging supplier knowledge bases and best practices in customer reporting, ticket logging, tracking, and resolution of IT incidents and service requests.
  • Identify and address root causes of technical issues early, collaborating with specialized teams for effective resolution.
  • Stay updated with new technologies while maintaining support for legacy systems.

Additional Duties:
  • Adhere to all relevant Standard Operating Procedures (SOPs), High-Risk Procedures (HRPs), and corporate policies.
  • Manage ticket triage through multiple communication channels, including phone, web, and in-person inquiries.
  • Maintain and enhance the ticketing system knowledge base by updating incorrect articles, suggesting new content, and removing outdated information.

Qualifications:
To be considered for this position, candidates must possess:
  • An active DOE Q clearance or DOD Top Secret clearance.
  • Prior experience in IT support or call center environments, with a foundational understanding of the MS Office suite, computer hardware, and core client system software in a predominantly Windows-based setting.
  • A combination of education and experience: High School diploma with seven years of relevant experience; or an Associate degree with five years of experience; or a Bachelor’s degree with one year of experience.
  • A proven track record of delivering exceptional customer service.
  • Strong verbal and written communication skills to convey technical solutions clearly and concisely.
  • Ability to manage multiple tasks and prioritize effectively.

Compensation:
The hourly rate for this position ranges from $25 to $35.

About Information Management Group:
Founded in 1987, Information Management Group is a prominent small business recognized for its commitment to excellence, integrity, and customer satisfaction. With over 35 years of experience in the Information Technology sector, we pride ourselves on delivering professional services that consistently exceed client expectations. We are an equal opportunity employer, committed to fostering a diverse and inclusive workplace.

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