IT Specialist

Fusion Technology•Washington, DC

2d•Onsite

About The Position

The Mid-Level IT Specialist provides end user support, guidance, deployment, and ongoing assistance for enterprise software licenses that meet business, operational, and/or technical requirements. Other responsibilities include the following: Provides support to end users on a variety of issues as it relates to software deployment across all major Enterprise Software licenses. Prioitizes customer requests based on severity and impact while maintaining high accuracy and keeping the ticketing queue low. Diagnoses and troubleshoots software issues across all major Enterprise Software licenses and enclaves. Communicates clearly with customers at all levels of the enterprise to resolve problems and provide status updates. Works with System Admins to resolve complex issues and help mitigate risks by reporting them to government leads in a timely manner. Identifies, researches, and resolves technical problems independently. Documents, tracks, and monitors success to ensure a timely resolution. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Briefs leadership in a timely manner either in writing or in daily/weekly meetings. Works independently or with a team when needed.

Requirements

Top Secret Clearance is required.
Bachelor's Degree in Information Technology, Computer Science, or a related field.
5+ years of professional experience in system administration.
Familiar with ITIL-based service management processes (incident, change, asset management).
Proficiency in using ticketing systems in JIRA and other platforms.
Customer service experience in a fast-paced environment.

Responsibilities

Provides support to end users on a variety of issues as it relates to software deployment across all major Enterprise Software licenses.
Prioritizes customer requests based on severity and impact while maintaining high accuracy and keeping the ticketing queue low.
Diagnoses and troubleshoots software issues across all major Enterprise Software licenses and enclaves.
Communicates clearly with customers at all levels of the enterprise to resolve problems and provide status updates.
Works with System Admins to resolve complex issues and help mitigate risks by reporting them to government leads in a timely manner.
Identifies, researches, and resolves technical problems independently.
Documents, tracks, and monitors success to ensure a timely resolution.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Briefs leadership in a timely manner either in writing or in daily/weekly meetings.
Works independently or with a team when needed.