Job Description
Responsibilities include, but are not limited to:
- Apply ITIL-based processes to manage the receipt, triage, categorization, and resolution of incoming incidents, requests, and demands.
- Write SOPs, register laptops in the USG1 environment, and perform hardware inventory.
- Analyze, troubleshoot, and implement fixes without escalating to Tier 3 support.
- Perform remote desktop triage and system repairs using approved remote tools.
- Maintain and update support records and tracking systems accurately.
- Collaborate with network, software engineering, and application teams to restore services and diagnose problems.
- Provide local support, which may involve travel between customer buildings.
- Provide administrative support for special non-commercial systems including access management and file transfers.
Minimum Qualifications:
- Component System Administration (CMA) Certification
- Knowledge of Windows Active Directory
- Ability to resolve technical problems and respond to requests via phone, in-person, ticketing systems, or IM related to hardware, software, network, access, or telecom
- Demonstrated technical and problem-solving capabilities to address critical IT issues
- Experience supporting Windows and business applications in an enterprise environment
- Familiarity with desktop programs, configuration, and debugging techniques
- Experience with virus scanning, standalone desktop, laptop computing services and experience with troubleshooting servers, printers, and peripheral devices
Preferred Qualifications:
- Experience in a technical help desk support role
- Familiarity with data transfer services
- IAT Level II certification
- Experience with ServiceNow ITSM and ITBM
- Background managing projects of low to mid-level complexity
- ITIL® v4 Foundation or higher certification
Physical Requirements:
- Must be able to remain in a stationary position 50%.
- Must be able to move/traverse within and between buildings and offices.
- Must be able to position self to maintain computers, including under desks and in server closets.
- Must be able to operate a computer and other office productivity machinery, such as calculators, copiers, and printers.
- Must be able to move Audio/Visual or computer equipment weighing up to 50 pounds.
Requirements:
High School Diploma with 11+ years of experience, an Associate's Degree with 9+ years of experience, or a Bachelor's Degree with 7+ years of experience.
Shift:
9:30 AM to 6:00 PM as part of a coverage team operating between 6:00 AM and 6:00 PM. Shift may need to flex given requirements.
Numbers & Facts
| Location | Mclean, VA |
| Industry | Other/Not Classified |
| Company Size | 500 to 999 employees |
| Year Founded | 1998 |
| Website | http://www.techusa.net |
About Company
TechUSA is operational in 13 offices throughout the United States. Our organization focuses on providing our clients with high level customer service through our flexible, tailored and scalable solutions in Engineering, Aerospace and Defense,Technology and Scientific industries. We are trusted business partners to our clients and dependable agents to our candidates. We are successful in what we do and will continue to be the best by using cutting edge technology and employing aggressive outside the box thinkers. By launching new divisions and opening new offices, we continue to saturate our existing markets, achieve profitable growth, and ultimately do what is best for our customers.
TechUSA is the future of recruitment solutions. Join us and become a part of the Tech USA team!
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