IT Support Specialist

2 ore fa


Napoli, Campania, Italia 22nd Century Technologies Inc. A tempo pieno

22nd Century Technologies Inc. offers a competitive salary for the role of IT Support Specialist, with an estimated annual compensation ranging from $70,000 to $110,000.

About the Role

We are seeking an experienced IT Support Specialist to join our team in Alexandria, VA. As a Senior System Admin, you will be responsible for providing Tier support for escalated hardware, network, and/or software issues by end-users for DODEA.

Key Responsibilities
  1. Answering helpdesk calls, responding to service now tickets, evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and correcting the assignment of tickets as required.
  2. Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
  3. Documenting Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
  4. Providing advanced Customer Service and Support, communicating with high profile customers in a professional and courteous manner.
  5. Performing installs, upgrades, and configuring customer-specific hardware and software.
  6. Performing advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
  7. Providing remote and on-site troubleshooting for hardware and software support.
  8. Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
  9. Upgrading software components as required.
  10. Providing customers with network technical support.
  11. Instructing customers and support staff in use of equipment and software.
Requirements
  1. Clearance (required at performance start date): active Secret security clearance.
  2. High School degree.
  3. + years IT experience.
  4. Current DoD IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

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