Provide Tier 1 and Tier 2 technical support to end users via phone, email, remote session and/or onsite support as required
Respond to tickets in Remedy in a timely manner and ensure resolution of all open technical issues as required
Provide escalation of priority technical issues to next level personnel when appropriate
Perform troubleshooting of outages, failed peripheral equipment, and system errors to include: printers, cell phones, PDAs, VDI end equipment, and laptops
Assist users with a variety of technical issues to include: remote/telework connectivity issues and MS Office Suite errors and coordinate with custodian for equipment turn-in
Reimaging of operating systems, upgrades to platforms, PKI and credential troubleshooting issues and other routine IT maintenance tasks required
Evaluate state-of-the-art computer hardware and software and its application to support specific requirements and to interface with other equipment and systems
Will require on-site travel using personal vehicle, company van, company golf cart or another motorized vehicle
Requirements:
Two (2) years of relevant experience, including Windows operating systems
Must have an Active Secret Clearance
Must have valid state driver's license, personal vehicle and proof of insurance.
Must have DoD 8570 compliant IA and CE certifications to include:
(IA) Security+, CySA+, CCNA Security, CASP, or CISA and
(CE) 98-349 – Windows 10: Windows Operating System Fundamentals, or Certiport IT Support Specialist: Device Configuration and Management.
Other qualifying CE certs include: MCITP, MCDST, MCITP EDST, Bomgar Remote Support Administrator, MCITP EDA, MCSA: WS2016, MCSE: WS2016, MCITP SA: WS2016, MCITP EA: WS2016, MCITP Data Base
While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is frequently required to lift up to 50 pounds; and carry up to 25 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
SSI is a HUBZone small business that provides professional services including systems engineering, information systems integration, and technology management services. SSI offers a generous array of benefits including: Employee Medical, Vision, Dental, and Prescription Drug Insurance Plans, 60% paid premium for dependents. SSI provides Life Insurance, Long Term Disability, and Short-Term Disability benefits at no cost. SSI employees receive 24 paid days off in the first year on board. We also provide Military Leave benefits, a 401(k) Retirement Plan, education assistance, Personal Technology Refresh and Employee Referral bonuses. Positions subject to Service Contract Act (SCA) have benefits provided as required by law.
Equal Opportunity Employer, including disability/protected veterans