Enterprise IT Support Officer

Provides technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status, and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills. Builds knowledge of the company, processes, and customers. Solves a range of straightforward problems. Analyses possible solutions using standard procedures. Receives a moderate level of guidance and direction. Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets. Understands key business drivers; uses this understanding to accomplish own work. No supervisory responsibilities but may provide guidance to new associates. Solves standard problems by analyzing possible solutions using experience, judgment, and precedents. Impacts quality of own work and the work of others on the team; works within guidelines and policies. Explains information to others in straightforward situations.

Responsibilities include, but are not limited to:

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

· 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

· 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.

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.



Hours of Coverage:

· Member of a team comprised of a variety of skills that provide coverage from 6:00 a.m. – 6:00 p.m.

· Support may be required outside of core hours based on customer & mission needs.

· Shift for this position is Mon-Fri 9:30AM-6:00PM



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.

· Experience 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.

· 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.

· 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.

· BA/BS and 2 years of experiences, or a combination of education and work experience equivalent to 6 years.

Preferred Qualifications:

· Related work experience in a technical help desk position.

· Special non-commercial systems administrator experience (access management/file transfer).

· IAT Level II certification.

· Experience with ServiceNow ITSM & ITBM.

· Prior experience managing projects from low-mid complexity.

· ITIL® v4 Foundation, or higher, certification.