Job Title: IT Support Technician Job Location: Fairfax, VA Labor Category: Non-Exempt Clearance Requirement: N/A Travel Requirement: Up to 25% of the time Tlingit Haida Tribal Business Corporation (THTBC) is a family of 8(a), HUBZone, SDB, and other companies wholly- owned by the largest tribe in Alaska. Each of its wholly- owned 30+ subsidiaries are uniquely qualified to deliver value to its customers and teaming partners. For over 30 years, THTBC has operated as a trusted US Federal contractor throughout the US and worldwide. As a Native Alaskan, Tribally- Owned business, THTBC has a competitive edge unique in the US Federal Government contracting space, including access to US Government directed sole source contracts. THTBC delivers outstanding service with innovative, low-cost contract solutions to all its public and private sector customers worldwide. THTBC is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Scope of Work: Job duties require a well-rounded technical background with a strong fundamental understanding and general working knowledge of multiple technical disciplines required to support all aspects of IT services delivery. Under general supervision, provides first and second-tier technical support for the corporate IT Services Department; provides end-user assistance with PCs, Servers, Peripherals, Applications, and Networking. Maintains subject matter currency and a high level of general technical skills relevant to job requirements. May interact with external service providers and vendors to resolve problems or restore service. Simulates or recreates user problems to correctly diagnose root cause and efficiently resolves issues. Researches, tests, and recommends relevant system modifications or process changes to mitigate end-user issues, reduce risks, and to improve the end-user experience. Quickly recognizes and escalates complex problems to senior level technicians for support; follows up and follows through to resolution. Occasionally travels to customer site locations to provide support when required. Reports to the IT Director and performs other duties as assigned. Acquires, implements, modifies, installs, troubleshoots, and manages computer and networking hardware, software, and peripheral equipment, such as monitors, keyboards, and printers. Analyzes, detects, and corrects minor hardware, software, network, and other related IT issues. Performs hardware, software and peripheral equipment upgrades and patching to ensure all systems are up to date. Monitors system performance to ensure that operations are within established standards and develops recommendations for enhancements to improve operations and increase system capabilities. Administers IT onboarding and initial training of new employees, including collecting requirements, setup, and deployment. Helps customize and adapt existing programs and user interface to meet users' requirements and needs of the business. Maintains inventory of IT equipment, such as desktops, laptops, mobility devices, etc. Creates, organizes, and updates documentation of IT processes, policies, licensing, and systems. Provides service desk support and specialized technical assistance to system users, escalating issues, as necessary. Presents equipment and policy training to staff and end users. Assists with planning, development, and implementation of recovery and backup procedures. Communicates IT plans, tasks and modifications to relevant stakeholders and employees. Assists with research and evaluation of new technology, techniques, threats, and industry best practices to optimize efficiency and usability and minimize vulnerabilities. Travels to customer sites, as needed, assists with training, setup, configuration, deployment, and troubleshooting of hardware and equipment at client locations. Minimum Requirements: High School Diploma or equivalent Detail oriented with strong analytical, critical reasoning, and follow through skills Able to convey technical concepts in simple terms; must possess strong verbal and written communications skills Experience supporting Windows 10 and current Windows Server Operating systems Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments Ability to work independently or as part of a team to deliver quality results Valid driver s license Preferred Requirements: 3+ years experience as a support technician, systems administrator, or equivalent preferred Microsoft Certification a plus Familiar with Windows and Azure Active Directory administration and Group policy concepts Familiar with Networking; able to conduct connectivity troubleshooting Comfortable using Microsoft Office, and Microsoft 365 suite of applications Experience using SysAid or similar ticketing system To perform this job successfully, an individual must be able to perform all the essential duties of the position satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. May be required to obtain and maintain a security clearance, including successfully completing a thorough background investigation. EEO: If you need a reasonable accommodation for any part of the employment process, please contact us and let us know the nature of your request. Requests for accommodation will be considered on a case-by-case basis.