IT Support - Tech II - Arlington

IT Support II

Onsite - Arlington, Tx

Security Clearance, or Ability to obtain clearance is required.

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Responsibilities :

• Supports end users by resolving hardware and software problems, installations of applications, deployment of new technology.
• Performs client setup at desktop level – installing, upgrading, implementing and configuring operating systems, applications, software, and hardware.
• Troubleshoots problems with computer systems, including hardware and software, e-mail, network and peripheral equipment; makes repairs and corrections where required. Â
• Escalate complex software, hardware, or network/workstation calls to the appropriate staff.
• Supports remote computing and telecommuting clients
• Document resolutions using service desk  ticketing system .
• Works with vendors to request service regarding software and hardware failures under maintenance.
• Evaluate software and hardware for functionality and ease of use for integration into our environment.
• Participates on-call support on a rotating schedule.
• Liaises with other departments, partners and vendors.
• Exercises responsibility for the integrity, security, and maintenance of the systems.
• Provide cross training to other staff members.
• Provide support on Microsoft Active Directory and Microsoft Office 365.
• Experience supporting a variety of conference room and A/V equipment.
• Inventory Management
• Collaborate with higher level Technical Support members and other IT teams to resolve end user issues.

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Qualifications: Â

• Extensive experience with hardware/software platforms to include MS Windows 11
• Extensive experience in Microsoft Suite Office 365
• Must have extensive experience with Active Directory and user Excellent customer service skills.
• Knowledge of Microsoft Teams.
• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)
• Ability to manage multiple tasks, while effectively focusing on priority issues and staying within service level agreement KPI.
• Ability to create, document, and follow processes and procedures.
• Able to understand the core of the client’s issues and solve them expeditiously.
• Able to identify trends in helpdesk calls to identify core problems and client trends.
• Ability to work independently and as part of a team.
• May be working in areas with the risk of electrical shock, near moving mechanical parts driven by hydraulics under high pressure and in high precarious places. Â
• Must be willing to work a flexible schedule and overtime
• Able to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat and stand for prolonged periods.
• Will occasionally have to move items over 50 pounds with assistance.
• Must have visual color acuity
• Must be able to sit and operate a personal computer for long periods.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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EDUCATION AND/OR EXPERIENCE:

• Associate's degree (AA and/or AS) in Information Technology and/or related field professional experience.
• 4+ years of relevant customer service/help desk/troubleshooting experience for corporate end users.
• Excellent written and verbal communication skills are required.
• Must be capable of explaining and instructing technical data in non-technical terms.
• Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Must be eligible for DoD Personal Security Clearance.
• Compliance with all company Information Systems security policies and procedures. Shall be assigned specific responsibility for Information Security by immediate supervisor or department management. Â Â Shall not divulge any information, or afford access, to other employees not having a need-to-know. Shall not divulge information outside company without management approval. Incumbent shall execute company non-disclosure agreement prior to access to any controlled information.