Enterprise IT Support Officer (EITSO) - Dedicated Support Team

Secure our Nation, Ignite your Future

Responsibilities include, but are not limited to:

• Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

• Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.  

• Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

• Performing remote desktop triage and system repair using remote tools.

• Maintaining and updating records and tracking databases.

• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures. 

• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

• Using best practices and knowledge of internal or external business issues to improve products or services.

• Meeting contractual performance criteria.

• Local travel may be required between customer buildings.

• May have supervisory responsibilities.

• Special non-commercial systems administrator experience (access management/file transfer) may be required.

Hours of coverage:

Hours will depend on the specific team being supported.  Generally, requests are to provide support between the hours of 6:00 a.m. – 6:00 p.m.  Opportunities may exist for teams that provide 24x7 coverage.

Basic Qualifications:

• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information. 

• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills. 

• Ability to embrace diverse technical disciplines and excellent customer service skills. 

• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

• Attention to detail, leadership, and collaborative and independent work process.

• Demonstrated problem solving and technical skills to resolve critical IT issues.

• Expertise, training, and actual work experience with customer specific, systems and technologies.

• Must be a self-starter, work independently, and work with a clear and defined mission.

• Must demonstrate ability to thrive and succeed in a challenging environment.

• Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment.

• Knowledge of Windows Active Directory.

• Knowledge of multiple desktop programs, configuration and debugging techniques.

• Experience with TCP/IP and general networking issues.

• Experience with virus scanning services; Desktop, stand-alone and laptop computing services.

• Experience with servers, printers, and peripheral devices.

• Bachelor's degree and 9+ years of relevant experience. 4 additional years of experience may be substituted for a degree.

Preferred Qualifications:

• Related work experience in a technical help desk position. 

• Experience with data transfer services.

• IAT Level II certification.

• Experience with ServiceNow ITSM & ITBM.

• Prior experience managing projects from low-mid complexity.

• ITIL® v4 Foundation, or higher, certification. 

NOTE:  Multiple levels of seniority are available dependent on qualifications/experience.

Security Clearance Requirements:

• Current/active TS/SCI with Polygraph.

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 the desks and in the server closet.

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. 

• Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds. 

For all positions requiring access to technology/software source code that is subject