IT Support Technician

Morgan 6•Annapolis, MD

3d•$43,000 - $50,000

About The Position

The IT Support Technician at the US Naval Academy, Information Technology Services Division (ITSD) plays a crucial role in providing exceptional customer-oriented assistance and Repair Shop support. This position involves managing the receipt, dispersal, storage, disposal, repair, and configuration of IT equipment, both hardware and software.

Requirements

CompTIA Security+ (required)
Ability to handle pressure and deadlines in a calm and composed manner
Proficient in English with strong client-facing and effective communication skills
Excellent troubleshooting abilities and ability to multitask effectively
Strong customer service orientation and dedication to problem resolution
2–3 years of experience in technical support, IT device repair, IT security/vulnerability remediation, and developing knowledge-based articles
Ability to carry, push, lift, or lower computer equipment weighing up to 50 pounds
Technical School Certificate or equivalent experience required
U.S. citizenship (required)
Ability to pass a DoD background security investigation

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Provide Tier 1 support by addressing requests for service and providing telephone assistance to resolve reported problems
Track and manage service requests in the ticket management system, ensuring timely completion of service
Offer Tier 2 support, including on-site visits to resolve more complex issues that cannot be resolved over the phone
Utilize remote assistance to connect to client workstations, facilitating efficient service delivery
Interface directly with clients daily, ensuring performance objectives and deliverables are met
Participate in discussion forums and track the Web Help Desk (WHD) software and summary reports