IT Support Officer

Recro, a Certified Small Business, helps federal agencies achieve their goals through IT infrastructure, cybersecurity, DevOps, cloud services, and digital transformation. We prioritize innovation, employee growth, and a collaborative work environment, guided by our core value - to make a difference.

Currently, Recro is seeking a motivated, career and customer oriented IT Support Officer, to join our team in Herndon, VA.

Clearance

TS/SCI (FS Poly)

Responsibilities:

• Provides technical support and customer service to the organization & users of computer applications and hardware (e.g., PCs, servers, mainframes).
• Answers questions regarding system procedures, online transactions, systems status, and downtime procedures and is typically located within a call center.
• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills.
• Build knowledge of the company, processes, and customers. Solves a range of straightforward problems.
• Analyses possible solutions using standard procedures. Receives a moderate level of guidance and direction.
• Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets.
• Understands key business drivers; uses this understanding to accomplish own work.
• No supervisory responsibilities but may provide guidance to new associates.
• Solves standard problems by analyzing possible solutions using experience, judgment, and precedents.
• Impacts quality of own work and the work of others on the team; works within guidelines and policies.
• Explains information to others in straightforward situations.

Incident Response:

• Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
• Analyzing, troubleshooting, designing, and implementing fixes
• Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
• Performing remote desktop triage and system repair using remote tools.
• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
• Special non-commercial systems administrator experience (access management/file transfer) may be required.

Deskside Support:

• Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
• Analyzing, troubleshooting, designing, and implementing fixes
• Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

All Roles:

• Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.
• Maintaining and updating records and tracking databases.
• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
• Using best practices and knowledge of internal or external business issues to improve products or services.
• Meeting contractual performance criteria.

Qualifications:

• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
• Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.
• Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment
• Familiarity with TCP/IP, general networking issues, virus scanning services (desktop, stand-alone and laptop computing services), servers, printers, peripheral devices, installing endpoints including but not limited to desktop IT equipment, printers, VOIP and digital phones, network switches.

Preferred Qualifications:

• Related work experience in a technical help desk position, refreshing of IT equipment, providing deskside IT support and installation of IT hardware, networks, VoIP phones, and/or audio/video equipment.
• Component Mission Administrator (CMA) Certification.
• Special non-commercial systems administrator experience (access management/file transfer)
• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Must be able to move/traverse within and between buildings and offices.
• Must be able to position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.
• Able to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• Must be able to move Audio/Visual or Computer equipment weighing 50 pounds or more, some equipment may require team-lift or the use of carts.
• Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.

Benefits at Recro

• 100% paid medical, dental, and vision
• 401k - 6% matching and 401k profit sharing
• PTO - 120 Hours
• Federal Holidays
• Education and Tuition Reimbursements
• Wellness Benefits
• A lot of cool gear!

Working at Recro

• A Great Culture - We are building a culture at Recro where amazing people (like you) can do their best work. If you are ready to grow your career and recro (re-invent) the way our clients operate, you have come to the right place.
• A Great Place to Work - Employees are treated like people, not line items. We work smart when we can and hard when we must but we always do it together, as a team. We are a team with tons of passion and enthusiasm to blaze new trails and improve the state of our clients, the broader community, and even the world.
• A Great Place to Contribute - We believe diverse perspectives improve each challenge that we face. We trust and enable our amazing people to accomplish amazing feats. At Recro, you will be empowered to deliver your best work.
• A Great Place to Grow - We believe in our people and maximizing your potential. At Recro, we continue to look into the future and invest in each other through teamwork, collaboration, and training.