Tech Support

M9 Solutions•Washington, DC

4h•Onsite

About The Position

M9 Solutions is dedicated to providing IT services and solutions to the Federal Government by mobilizing the right people, skills, clearance levels, and technologies to help organizations who desire improved performance and modern, sustainable change. M9 has provided quality IT services and support to more than 30 Federal Agencies and multiple commercial customers nationwide. Our capabilities include digital transformation, software development, cloud migration, applications & infrastructure, cybersecurity, data delivery & analytics, and IT talent solutions. M9 Solutions is seeking Tech Support to work onsite in support of a contract for a client located in Washington, DC. An active Secret clearance is required.

Requirements

Active Secret security clearance.
Associate degree or equivalent experience.
1 - 3 years of related experience.
Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
Experience providing Tier 1 and 2 technical support for hardware and software.
Excellent attention to detail.
Strong customer service and communication skills (both written and verbal).
Excellent interpersonal skills, especially the ability to listen and understand what is being described.
Strong working knowledge of computer terms.
Customer service operations experience.

Nice To Haves

Having mobile or public key infrastructure (PKI, Smartcard) experience.
Obtained one or more industry standard certifications - A+, Security+, Network+, etc.

Responsibilities

Perform systems administrative and operational duties on computer systems.
Perform account management duties in Active Directory.
Welcome and greet customers when handling front desk operations.
Analyze, evaluate, test, and repair basic hardware problems.
Prepare activity and progress reports regarding support activities.
Respond, investigate, and correct problems.
Act as a technical resource for user queries.
Contribute to developing and implementing improvements in the account management processes.
Working to achieve SLA's when resolving customer issues.
Organize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS).
Provide troubleshooting, diagnosis, and repair for laptop and mobile devices.