IT Technical Support Specialist

Bering Straits Native Corp • Washington DC, DC

20h • Hybrid

About The Position

The IT Technical Support Specialist will provide Desktop Support services to the government user community. This role involves responding to IT incidents and requests escalated by Tier 1, interfacing with customers, and managing work logs. The specialist will maintain customer relationships from incident reporting through resolution, ensuring all Service Level Agreements (SLA) are met. Responsibilities include assisting in the development and implementation of permanent resolutions to recurring problems, troubleshooting user incidents related to Microsoft operating systems, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication, and client-owned COTS and GOTS products. The role requires high-level knowledge of PC Hardware, networking, Windows 7 and 10, and Office 2010+. Duties also include deploying hardware and software, escalating tickets to Tier 3 when necessary, troubleshooting client-owned hardware and peripherals, assisting with asset management, creating/revising Standard Operating Procedures (SOP), adhering to client policies, evaluating new technologies, and providing support to Tier 1 queues during surge periods.

Requirements

• Bachelor’s degree in an IT related field or four years equivalent experience in an IT related field.
• At least 3 years of hands-on experience deploying, monitoring, managing and or supporting some combination of at least 3 of the following products currently in the CSOSA environment: Office 365 E5, One Drive, TEAMS, SharePoint Online, INTUNES, Defender Security and Compliance Center, AZURE, Active Directory, Microsoft Deployment Toolkit (Imaging), Microsoft Surface data Eraser (disk wiping).
• A minimum of 4 years demonstrated experience writing documentation to carry out a process, troubleshoot a known issue, share best practices, creating training manuals, etc.
• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Strong technical aptitude including excellent troubleshooting skills.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users utilizing verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of patience.
• Pass a pre-employment drug screening.
• Have acceptable background check results.
• Obtain and maintain the appropriate clearance levels required (if applicable to the contract).
• Be able to obtain access to military installations (if applicable).

Nice To Haves

• Experience maintaining inventory of hardware and communicating with upper management when needed.
• Experience performing inventory exercises/audits.
• Experience in tracking assets through their lifespan.
• Ability to provide event Support (A/V, Skype, Recording).
• Experience in providing technical support and onsite assistance for events.
• Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client.
• Experience resolving issues for mission-critical staff members (VIPs).
• Experience with Mersive/Solstice.

Responsibilities

• Provide Desktop Support services to the government user community.
• Respond to IT incidents and requests that have been assigned or escalated by Tier 1.
• Interface with and create tickets for customers while working directly with them in an office environment or over the phone.
• Maintain work logs in a clear and professional manner.
• Manage customer relationships from reported incident through resolution.
• Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Assist in developing and implementing permanent resolutions to reoccurring problems.
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
• Deploy hardware and software.
• Escalate tickets to Tier 3 Technicians/Support Groups in the event that an incident or request cannot be resolved at the Tier 2 level.
• Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.
• Assist in the asset management process.
• Create and/or revise Standard Operating Procedures (SOP).
• Adhere to all client policies and procedures.
• Assist with evaluating/testing/recommending new technologies for the agency.
• Provide support to Tier 1 queues per Surge Plan Procedures.

Benefits

• Shareholder Preference (BSNC gives hiring, promotion, training, and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level