IT Support Technician (Tier 2)
About The Position
GCyber is seeking an IT Support Technician to support a high-profile DISA customer in the Pentagon. You will be working with a team to provide end-user support relative to software, hardware, and network assistance. As the IT Support Technician, you will provide technical end-user support to respond to customer requests and incidents. You will coordinate with other IT support teams (mobile, account management, asset management, etc.) to enhance service delivery and meet customer requirements. You will apply ITSM best practices to improve and optimize the services provided to end users. You will develop and report on performance metrics, ensuring continuous service improvement and team feedback. You will manage and optimize Service Desk resources, staff performance, and technical development.
Requirements
- Active DoD Secret security clearance
- DoD 8570 IAT II certification (e.g., Security+, CCNA – Security, CySA+. GICSP, GSEC, CND, SSCP)
- Bachelor's Degree can be substituted with years of experience
- 5+ years of experience
- Strong Customer service skills
Nice To Haves
- ITIL v4 Foundation and HDI Desktop Support certification preferred.
Responsibilities
- Provide technical end user support to respond to customer requests and incidents
- Coordinate with other IT support teams (mobile, account management, asset management, etc.) to enhance service delivery and meet customer requirements.
- Apply ITSM best practices to improve and optimize the services provided to end users.
- Develop and report on performance metrics, ensuring continuous service improvement and team feedback.
- Manage and optimize Service Desk resources, staff performance, and technical development.
Benefits
- 26 Days of Paid Leave + Annual PTO Increase
- An extra day of paid leave for every year of employment with GCyber
- Paid Parental Leave
- Additional Leave Allowances for Military Duty, Jury Duty, and Bereavement Leave
- 401(k) Matching
- 100% Company-funded Disability Insurance
- 90% Company-Funded Health, Dental, and Vision Insurance, with contributions to insurance benefits for spouses, children, and family members
- Training and Professional Development Plans
- Commuter Benefits Plan
- Parking and Transportation Allowance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
