IT CSS, Tech I

CAE • Arlington, TX

33d

About The Position

Supports end users by resolving hardware and software problems, installations of applications, and deployment of new technology, working within a service desk ticket system maintaining service level agreements.

Requirements

• Extensive experience with hardware/software platforms to include MS Windows 11
• Extensive experience in Microsoft Suite Office 365
• Must have extensive experience with Active Directory and user
• Excellent customer service skills.
• Knowledge of Microsoft Teams.
• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.)
• Ability to manage multiple tasks, while effectively focusing on priority issues and staying within service level agreement KPI.
• Ability to create, document, and follow processes and procedures.
• Able to understand the core of the client’s issues and solve them expeditiously.
• Able to identify trends in helpdesk calls to identify core problems and client trends.
• Ability to work independently and as part of a team.
• May be working in areas with the risk of electrical shock, near moving mechanical parts driven by hydraulics under high pressure and in high precarious places.
• Must be willing to work a flexible schedule and overtime
• Able to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat and stand for prolonged periods.
• Will occasionally have to move items over 50 pounds with assistance.
• Must have visual color acuity
• Must be able to sit and operate a personal computer for long periods.
• Associate's degree (AA and/or AS) in Information Technology and/or related field professional experience.
• 2-4+ years of relevant customer service/help desk/troubleshooting experience for corporate end users.
• Excellent written and verbal communication skills are required.
• Must be capable of explaining and instructing technical data in non-technical terms.
• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Must be eligible for DoD Personal Security Clearance.
• Compliance with all company Information Systems security policies and procedures.
• Shall be assigned specific responsibility for Information Security by immediate supervisor or department management.
• Should not divulge any information, or afford access, to other employees not having a need-to-know.
• Shall not divulge information outside company without management approval.
• Incumbent shall execute company non-disclosure agreement prior to access to any controlled information.
• Must comply with all company security and data protection / usage policies and procedures.
• Personally responsible for proper marking and handling of all information and materials, in any form.
• Shall not divulge any information, or afford access, to other employees not having a need-to-know.
• Shall not divulge information outside company without management approval.
• All government and proprietary information will be accessed and stored electronically on company provided resources.
• Incumbent must be eligible for DoD Personal Security Clearance.
• Due to U.S. Government contract requirements, only U.S. citizens are eligible for this role.

Responsibilities

• Supports end users by resolving hardware and software problems, installations of applications, and deployment of new technology.
• Performs client setup at desktop level – installing, upgrading, implementing and configuring operating systems, applications, software, and hardware.
• Troubleshoots problems with computer systems, including hardware and software, e-mail, network and peripheral equipment; makes repairs and corrections where required.
• Escalate complex software, hardware, or network/workstation calls to the appropriate staff.
• Supports remote computing and telecommuting clients
• Document resolutions using service desk ticketing system.
• Works with vendors to request service regarding software and hardware failures under maintenance.
• Evaluate software and hardware for functionality and ease of use for integration into our environment.
• Participates in on-call support on a rotating schedule.
• Liaises with other departments, partners and vendors.
• Exercises responsibility for the integrity, security, and maintenance of the systems.
• Provide cross-training for other staff members.
• Provide support on Microsoft Active Directory and Microsoft Office 365.
• Experience supporting a variety of conference room and A/V equipment.
• Inventory Management
• Collaborate with higher level Technical Support members and other IT teams to resolve end user issues.

Benefits

• Comprehensive and competitive benefits package and flexibility that promotes work-life balance
• A work environment where all employees are valued, respected and safe
• Freedom to succeed by enabling team members to deliver, take initiatives and make decisions
• Recognition, professional development, advancement and having fun!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree