Responsibilities
- Respond to user inquiries via phone, email, chat, or ticketing systems.
- Log and track support requests using help desk ticketing system.
- Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
- Provide step-by-step guidance to users for troubleshooting common problems.
- Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
- Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
- Install, configure, and update software on user devices.
- Assist with password resets, account lockouts, and access issues.
- Support basic printer, scanner, and peripheral troubleshooting.
- Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).
- Document and report solutions and procedures for recurring issues for leadership review.
- Maintain and report accurate records/tickets of support interactions and resolutions.
- Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.
- Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.
- Maintain a professional and empathetic tone when dealing with users and co-workers.
- Communicate technical information clearly to non-technical users.
- Document and reply provide updates on ticket status and possible resolutions.
- Actively participate in team environment assisting co-workers when needed.
- Ensure adherence to all IT and departmental policies and procedures.
- Report potential security incidents or breaches to appropriate teams or team leaders
Requirements
- Associates of Arts/Associates of Science
- 5+ years of related experience
- Installs, modifies, and repairs computer hardware and software using remote access tools
- TS/SCI w/Poly
- Maintains current knowledge of relevant technology as assigned
- 8570 certification is required within 3 months of start date
- US Citizenship Required
Benefits
- AI-powered career tool that identifies career steps and learning opportunities
- An internal mobility team focused on helping you achieve your career goals
- Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Award-winning culture of innovation and a military-friendly workplace
Work Arrangement
On-site
Additional Information
- Scheduled Weekly Hours: 40
- Travel Required: Less than 10%
- This position is mission essential, may include work on holidays when required
- The likely hourly rate for this position is between $34.00 - $46.00.
