IT Support Technician II

Sierra Nevada Corporation•Arlington, VA

1d•Onsite

About The Position

The IT Support Technician II provides advanced technical support for desktop and laptop computers as well as network equipment. This role includes troubleshooting complex issues, installing software, and maintaining IT infrastructure. The position also requires demonstrated exceptional efficiency and refined attention to detail in delivering white‑glove executive support within a high‑profile environment regularly visited by senior leadership and dignitaries. Consistently upholding elevated hospitality standards, ensuring a seamless and distinguished experience for all guests. Our team is responsible for government affairs, international strategy, international business, and trade and regulatory compliance. We provide strategic guidance across the organization, helping to find alignment and compliance between SNC and the national security priorities of the U.S. government.

Requirements

Associate’s degree in a related field of study.
1+ years of relevant experience.
Relevant experience can be considered as a substitute for the required educational qualifications. In the absence of a degree, a minimum of 3 years of related experience is required.
Higher level relevant degree may substitute for experience.
Experience in utilizing AI tools to enhance troubleshooting and ticket resolution processes, ensuring timely and effective problem-solving.
Proven experience with supporting corporate leadership desktop support.
Understanding of AI operations and proven ability to assist users effectively in utilizing and navigating AI systems, including answering front-line questions on how to best utilize AI tools.
Intermediate understanding of computer hardware, software, and network troubleshooting.
Strong communication and problem-solving skills.
Customer/solution ownership, an overall drive for excellence.
Team focused with the capacity for knowledge sharing.
Written and verbal communication skills with end users.
Demonstrate a customer care philosophy that ensures a high level of customer satisfaction.
Basic knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies, RSA, Video Teleconference (VTC), and other related peripherals.
Comprehensive troubleshooting skills of industry standard hardware and software products/services.

Nice To Haves

Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP).
Experience in a corporate IT environment.
A+ Certification.
Technical documentation skills.
Knowledge of Service Now and functionality.

Responsibilities

Deliver white-glove technical support for executive leadership, ensuring seamless meeting and conference room experiences.
Diagnose and resolve hardware and software issues with a focus on minimizing disruptions for senior leaders.
Configure and deploy hardware and software systems, tailored to the specific needs of executive users.
Provide prompt support for network and connectivity issues, particularly in areas frequently used by leadership and dignitaries.
Maintain and update technical documentation and standard operating procedures with a focus on executive environments.
Assist in training executive end-users on optimal use of IT systems and applications.
Respond efficiently to helpdesk tickets, prioritizing requests from executive leadership and resolving computing issues in a timely manner.
Oversee conference room technology, proactively maintaining and preparing spaces for high-profile meetings and events.
Maintain and update IT inventory and asset management records, ensuring high availability and reliability for executive support needs.