Technical Support Engineer

OSIbeyond • Rockville, MD

32d • Hybrid

About The Position

The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work.

Requirements

• Prioritize and maintain a tidy ticket queue
• Notify the Helpdesk Manager when unable to complete workload
• Identify when an assignment should be escalated
• Create detailed documentation and ticket notes
• Provide high quality and timely customer service
• Meet all SLAs
• Support peers
• Travel to client sites when needed
• Participates in on-call rotation, weekend updates, technical training
• Answer Ad-hoc phone calls
• General client staff
• Recognize when to escalate calls
• Assist users remotely
• General client staff
• Utilize all internal tools (Authorized work PCs through RMM and Ad-Hoc)
• Password resets
• User passwords
• General client staff
• Office 365 break/fix
• Desktop applications
• Laptop staging
• General client staff
• New hires and laptop refreshes
• Office 365/AD security group changes
• Adding group membership to existing groups utilizing automation processes
• Create accounts for new hires utilizing automation processes
• General client staff
• User offboarding utilizing automation processes
• General client staff
• Manage remote session coordination using TimeZest
• Coordinate shipment carrier pickups of workstations to clients when needed
• Security incident response
• Follow documented procedures
• Hardware break/fix
• Workstations
• AD/Azure Tasks
• Understand limitations
• 1-2 years experience as Tier 1 TSR
• CompTIA A+

Responsibilities

• Work and complete assigned tickets according to SOPs
• Provide high quality written and verbal customer service
• Accurately track and document all work
• Perform technical support services in line with the technical skill requirements
• Setup and support physical hardware
• Travel to client sites to perform support when necessary
• Participate in on-call rotation and scheduled infrastructure maintenance
• Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.
• Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.
• Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.
• Immediately follow incident response procedures when a security incident or concern is noticed.
• Assist with the escorting or monitoring of visitors.

Benefits

• Medical Insurance - OSIbeyond pays 75% of the premium for the Employee's base medical plan
• Vision and Dental Insurance - OSIbeyond pays 75% of the premium for the Employee's plans
• Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• 401K - OSIbeyond matches up to 4%
• PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed