Dedicated IT Support Technician (Lead)

Job Description

Responsibilities include, but are not limited to:

• Apply ITIL-based processes to manage the receipt, triage, categorization, and resolution of incoming incidents, requests, and demands.
• Write SOPs, register laptops in the USG1 environment, and perform hardware inventory.
• Analyze, troubleshoot, and implement fixes without escalating to Tier 3 support.
• Perform remote desktop triage and system repairs using approved remote tools.
• Maintain and update support records and tracking systems accurately.
• Collaborate with network, software engineering, and application teams to restore services and diagnose problems.
• Provide local support, which may involve travel between customer buildings.
• Provide administrative support for special non-commercial systems including access management and file transfers.

Minimum Qualifications:

• Component System Administration (CMA) Certification
• Knowledge of Windows Active Directory
• Ability to resolve technical problems and respond to requests via phone, in-person, ticketing systems, or IM related to hardware, software, network, access, or telecom
• Demonstrated technical and problem-solving capabilities to address critical IT issues
• Experience supporting Windows and business applications in an enterprise environment
• Familiarity with desktop programs, configuration, and debugging techniques
• Experience with virus scanning, standalone desktop, laptop computing services and experience with troubleshooting servers, printers, and peripheral devices

Preferred Qualifications:

• Experience in a technical help desk support role
• Familiarity with data transfer services
• IAT Level II certification
• Experience with ServiceNow ITSM and ITBM
• Background managing projects of low to mid-level complexity
• ITIL® v4 Foundation or higher certification

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 computers, including under desks and in server closets.
• Must be able to operate a computer and other office productivity machinery, such as calculators, copiers, and printers.
• Must be able to move Audio/Visual or computer equipment weighing up to 50 pounds.

Requirements:

High School Diploma with 11+ years of experience, an Associate's Degree with 9+ years of experience, or a Bachelor's Degree with 7+ years of experience.

Shift:

9:30 AM to 6:00 PM as part of a coverage team operating between 6:00 AM and 6:00 PM. Shift may need to flex given requirements.

Minimum Security Clearance

TS/SCI w/ Polygraph