IT Support Specialist - Sr

Summary The IT Support Specialist – Sr. will perform day-to-day activities required to provide Tier 2 and Tier 3 support to end users, including move/add/change of end user equipment, software install and upgrades, and general troubleshooting and problem resolution. Responsibilities Image Dell laptops and desktops using the DOT standard image following the SOP. Submit TSRs and SMRs for in-processing and out-processing MARAD employees. Receive IT equipment “laptops and iPhones” from MARAD users when they leave the department. Configure and troubleshoot iPhones for MARAD users. Keep the iPhone tracking sheet up to date. Move IT equipment for employees between offices when requested. Replace toners for small printers when requested and keep the toner inventory tracking sheet up to date. Maintain the MARAD storage room located on the west building, second floor. Create FedEx shipping labels and shipping IT equipment to users and to the MARAD IT field offices when requested. Set up meetings for the MARAD’s administrator and deputy administrator at the MARAD’s main conference room. These are either MS Teams or Zoom meetings. Install MARAD specific software’s for MARAD users when requested and approved. Software’s like AutoCAD for example. Participate in the department’s monthly server patching cycles. One Saturday and one Sunday each month. This will require gaining access to MARAD servers, but the technician will only be pushing windows updates to those servers. Provide onsite and remote technical support to end users via email, phone, and remote desktop software Bomgar. Other duties as assigned Qualifications High school diploma or GED required 7+ years of related experience: Providing IT hardware and software deployment Troubleshooting Problem resolution support to end users Background check required with the ability to obtain a public trust The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief Knowledge, Skills and Abilities Ability to obtain public trust clearance Must be able to visit customers sites when requested Ability to work independently and yet be effective within a team setting Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others Excellent skills in Microsoft Word, Excel, and other Office applications Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor Previous customer service experience strongly desired Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it
NJVC, LLC