Enterprise It Support Officer

 

Description:

 

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 without escalating to Tier 3 support.
  • 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 without escalating to Tier 3 support.
  • 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.

Equipment Installation & Refresh

  • 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 without escalating to Tier 3 support.

Special Projects – only certain locations

  • Supporting facets of network installations, which includes the physical placement of CAT5 and fiber optic cable, wall jacks, racks, and communications equipment as required.
  • Installing, pulling and terminating cable, determining and implementing required pin outs, cards power supplies, patch panels, etc., testing and documenting installations, dressing and labeling cables, racks, patch panels, etc.
  • Supporting projects that include cabling and implementation in accordance with design documents and build-to packages.

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.
  • May have supervisory responsibilities.

Basic Qualifications:

 

  • 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.
  • Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
  • Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
  • Ability to embrace diverse technical disciplines and excellent customer service skills.
  • Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
  • Attention to detail, leadership, and collaborative and independent work process.
  • Demonstrated problem solving and technical skills to resolve critical IT issues.
  • Expertise, training, and actual work experience with customer specific, systems and technologies.
  • Must be a self-starter, work independently, and work with a clear and defined mission.
  • Must demonstrate ability to thrive and succeed in a challenging environment.
  • Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.
  • Knowledge of Windows Active Directory.
  • Knowledge of multiple desktop programs, configuration and debugging techniques.
  • Experience with VoIP.
  • Experience with TCP/IP and general networking issues.
  • Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
  • Experience with servers, printers, and peripheral devices.
  • Bachelor's degree and 2-4 years of relevant experience. 4 additional years of experience may be substituted for a degree.

Organization ManTech
Industry IT / Telecom / Software Jobs
Occupational Category Enterprise IT Support Officer
Job Location Virginia,USA
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2023-09-04 7:13 am
Expires on 2024-12-05