SC3

Desktop Tier I/II Support Specialist

US-DC-Washington
4 weeks ago
Job ID
2017-1268
# of Openings
1
Category
Information Technology

Overview

SC3 is a leading provider of high-end mission support, consulting and technology solutions to the federal government in defense, intelligence, and civil markets, and to major corporations and nonprofit organizations. SC3’s national security efforts reach across the intelligence community and Department of Defense, providing full life-cycle operational and cyber support and differentiated capabilities to meet our customer’s challenging mission.

 

In addition to our government services area, SC3 provides cutting-edge competitive intelligence and strategic management consulting to commercial clients. Private industry leaders from the financial, health care, manufacturing and other sectors turn to SC3 to ensure that they have access to the most relevant, current, and strategically important information – not only to grow their businesses, but also to protect them.

Responsibilities

The Desktop Tier 1/ Tier 2 support position requires an experienced detailed oriented Desktop Technician to support various applications and hardware configurations. The successful candidate will communicate with end users at various levels to troubleshoot technical issues. Possess strong troubleshooting and computer configuration skills within a Windows 7 environment.  Applicant must be familiar with Microsoft Office Suites, Adobe Suites, and Symantec Encryption. Experience with Service Now ticketing system is a plus but not mandatory. Must have a professional attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment! The candidate must be able to work independently or as part of a team.  Solid communication skills, both verbal and written are also a must.

 

Essential Duties

  • Provide Tier I/Tier 2 contact and incident resolution to customers with hardware, software, and application problems
  • Respond and resolve tickets in a timely manner
  • Provide timely, efficient and professional follow up to customer questions or issues
  • Create and update tickets in ServiceNow ticket tracking system
  • Manage incidents to closure
  • Perform corrective actions needed to mitigate security risks and vulnerabilities
  • Interact effectively and escalate issues as needed with Tier 2+ support and external groups
  • Rotate On-Call duty with other staff members (if necessary)
  • Minimum 5 years of Tier 2 helpdesk support
  • Strong working knowledge and troubleshooting of MS Office products; Including Office 365, Skype For Business
  • Experience supporting remote customers
  • Knowledge of VPN Troubleshooting
  • Experience with troubleshooting peripherals, dual/triple monitor set ups, network and local printers, Kodak scanners
  • Networking troubleshooting skills
  • Must have experience with Active Directory; password resets/unlocks/OU moves
  • Must have experience with troubleshooting Windows 7 OS
  • Experience with ServiceNow ticketing system.
  • Experience with desktop support, imaging, and deployments
  • Must have the ability to interact with customers of all levels
  • Must be self-motivated and take ownership of tasks assigned
  • Must be a team player and communicative
  • Conference Room support, setting up projectors, use of smartboards
  • Video teleconference support. To include connecting calls. Connecting laptops to smart boards and assisting with displaying content.

Qualifications

 

Our values are simple and straightforward. We know that competitive salaries and generous benefits are essential in our industry and SC3 strives to offer the best in both areas. 

 We are proud to offer:

  • Medical/Dental/Vision Insurance
  • 401(k) Plan
  • Supplemental Life & AD&D 
  • Short & Long-Term Disability Insurance 
  • Flexible Spending Plan 
  • Paid Time Off 
  • Paid Holidays 
  • Professional Development 
  • Employee Referral Bonus 
  • Identity Protection Services

 

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing as required by the customer.

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