Technical Support 2
- Configures, installs, and troubleshoots PC systems and peripherals.
- Configures, installs, and troubleshoots switches and routers.
- Applies general knowledge of networking and cybersecurity principles.
- Provides helpdesk and technical support via online platforms, email, and phone.
- Delivers training, performs repairs, and conducts preventative maintenance.
- Ensures high-quality end user support across equipment, software, communications, and training.
- Configures and tests of customer-purchased equipment prior to shipment.
- Creates and manages support tickets in the helpdesk system.
- Assists the Systems and Network Manager with network and communication projects.
- Develops a strong understanding of company products, equipment, and customer requirements.
- Adheres to internal procedures and recommends improvements when necessary.
- Provides emergency technical support during weekends or after hours when scheduled.
- Maintains professionalism in all customer interactions.
- Works in accordance with company safety and quality standards.
- Maintains a safe and clean work environment.
- Performs other related duties as assigned.
- Maintains accurate hardware and software inventory records.
- Updates and manages helpdesk applications to build a support activity database.
- Understands company operations and ensures IT support aligns with corporate goals.
- Trains and assists IT Support Specialists.
- Resolves helpdesk tickets escalated from Technical Support Level 1.
- Follows internal IT procedures and suggests improvements as needed
- Bachelor of Science in Information Technology (BS), Computer Science, or a related field; equivalent formal training or certifications may be considered.
- Minimum of three (3) years of hands-on experience in the Information Technology (IT) industry.
- Experience with configuring, installing, and troubleshooting PC systems, peripherals, switches, and routers.
- Familiarity with helpdesk operations, ticketing systems, and remote support tools.
- Working knowledge of network infrastructure, cybersecurity principles, and system administration.
- Experience supporting end users in a technical environment, including training and preventative maintenance.
- Exposure to Controlled Unclassified Information (CUI) handling and compliance is preferred.
- Certifications such as CompTIA A+, Network+, Security+, or Cisco CCNA are highly desirable.
- Experience working in a customer-facing technical support role with strong communication and problem-solving skills.
- Ability to work independently and collaboratively in a fast-paced, service-oriented environment.
- Legal Requirement: Must be a U.S. person (U.S. citizen or lawful permanent resident) to comply with federal contracting regulations. Must be a US person as defined by ITAR.
- Language Proficiency: All candidates must be fluent in English, with the ability to speak, read, and write at a professional level.
- Requires sitting for extended periods of time.
- Requires dexterity and coordination to handle files and paperwork.
- Requires climbing ladders when necessary to complete tasks.
- Requires occasional lifting of materials (up to 25 lbs.), including files and reference documents.
- Requires minimal reaching for items above and below desk level.
- Requires movement throughout the building to complete tasks.
- Requires strength, coordination, and visual acuity to operate a keyboard and video display terminal for prolonged periods.
- Requires travel as needed.
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