Technical Support Specialist

Location
Chantilly, Virginia
Posted
Apr 06, 2021
Closes
May 05, 2021
Ref
16999
Function
Administrative
Hours
Full Time
Summary

The Technical Support Specialist is a contributing member of a Technical Support Team, who will interact directly with system end-users to facilitate day-to-day transactions, such as desktop deployments, account administration, provisioning access to hardware, software, and various system resources, and any required troubleshooting.

Responsibilities
  • Provide basic to mid-level technical customer support across multiple, disparate systems
  • Facilitate configuration management, hardware/software procurement, and operations &
  • maintenance efforts
  • Assist in the operation, maintenance, and troubleshooting of various production and test environments
  • Interface with end users and support program training events
  • Provide customers access to specified applications, databases and shared files
  • Process customer requests; verify authorization; obtain approvals, and serve as a liaison between end-users and other members of a Technical Support Team
  • Build, configure and deploy common Windows based desktop hardware and software solutions
  • Draft technical support documentation as required
  • Use of issue tracking system to facilitate managing tasks and documenting resolutions
  • Other duties as assigned

Qualifications
  • Bachelor's degree in Computer Science , Information Technology or related field
  • 5+ years direct experience providing excellent customer service, technical support, and system administration functions within a distributed Microsoft Windows domain
  • Meaningful experience building and deploying physical and virtual Windows desktops, workstation hardware, and installation of typical productivity software
  • Experience administering and troubleshooting zero/thin-client MS Windows desktop solutions (ex. VMware Horizon)
  • Hold an active TS/SCI w/Polygraph

Knowledge, Skills and Abilities:
  • Substantial knowledge of Windows/Windows Server operating systems
  • Experience providing basic to mid-level server administration, maintenance, and user account management within MS Windows domains
  • Aptitude for diagnosing, troubleshooting and resolving common Windows related technical issues
  • Excellent customer service skills
  • Strong configuration management and technical writing skills related to
  • creating/ editing design documents, test plans, drawing packages, training packages, standard operating procedures, defect reports, how-to instructions, etc....
  • Ability to explain policies, procedures and technical information clearly and accurately, both verbally and in writing
  • Working knowledge of industry standard security principles, information security best practices and related technologies
  • Effective use of issue tracking systems
  • Familiarization with system back-up and IT asset management/inventory solutions

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