Job Description
Available Shifts
Friday - Monday 6am - 4pm
Friday - Monday 12pm - 10pm
Core Responsibilities
Respond to user inquiries via phone, email, chat, or ticketing systems.
Log and track support requests using help desk ticketing system.
Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
Provide step-by-step guidance to users for troubleshooting common problems.
Escalate complex issues to second-level support or specialized teams, when necessary, via ticketing system.
Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
Technical Support Tasks
Install, configure, and update software on user devices.
Assist with password resets, account lockouts, and access issues.
Support basic printer, scanner, and peripheral troubleshooting.
Help maintain inventory of IT assets (e.g., laptops, monitors, or accessories).
Documentation & Reporting
Document and report solutions and procedures for recurring issues for leadership review.
Maintain and report accurate records/tickets of support interactions and resolutions.
Contribute to knowledge base articles for fellow co‑workers and users to assist at arriving at self‑service solutions.
Accurately create and submit tickets for users containing all needed information and troubleshooting steps taken.
Customer Service & Communication
Maintain a professional and empathetic tone when dealing with users and co‑workers.
Communicate technical information clearly to non‑technical users.
Document and reply provide updates on ticket status and possible resolutions.
Actively participate in team environment assisting co‑workers when needed.
Compliance & Security
Ensure adherence to all IT and departmental policies and procedures.
Report potential security incidents or breaches to appropriate teams or team leaders.
This position is mission essential, may include work on holidays when required.
Requirements
Five years of relevant technical experience
Bachelor's degree in a technical discipline (additional 5 years may be substituted for a degree)
IAT Level 1 Required (A+, Network+, or Security+)
Position Title: System Engineer
Location: Fort Meade
Security Clearance: TS/SCI with Polygraph
Position Description:
- Facilitate the evaluation, design, and implementation of secure, high-speed, scalable, fault-tolerant network topologies as applicable to CAN and LAN designs. Design, integrate, configure, deploy, test, and maintain numerous types of network devices, interfaces, and technologies. Possess a strong working knowledge and understanding of network protocols and technologies, to include QoS, MPLS, VLAN, VPN, VRF, VSS, OSPF, EIGRP, BGP, and other dynamic protocols.
Shift
? Some after hours support possible in support of operations and critical milestones.
? Carrying a pager is mandatory.
Numbers & Facts
| Location | Annapolis Junction, MD |
| 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!