Remote IT Support Officer (EITSO) - Security Clearance Required - Resolution Team (RRT)

Job Overview

We are actively seeking a dedicated and customer-oriented Enterprise IT Support Officer (EITSO) to become an integral part of our innovative Remote Resolution Team (RRT). This role is pivotal for delivering remote incident response and support across a variety of IT infrastructure and mission-critical applications.

Key Responsibilities

• Facilitate the effective management of incidents, requests, and demands by employing ITIL-aligned processes.
• Investigate, troubleshoot, design, and implement solutions while minimizing escalation to higher-tier support.
• Provide foundational user training on commercially available applications and office tools.
• Conduct remote desktop troubleshooting and system repairs with the aid of remote support tools.
• Keep meticulous records and maintain tracking databases.
• Respond to inquiries regarding system operations, online transactions, service statuses, and downtime protocols.
• Collaborate with teams specializing in network services, software engineering, and application development to restore functionality and resolve issues.
• Apply industry best practices and leverage knowledge of business challenges to enhance products and services.
• Meet contractual performance objectives.
• Engage in specialized systems administrator tasks such as access management and file transfers as required.
  
  

Required Skills

• Proficient communication abilities to facilitate interactions with colleagues, management, and clients, ensuring accurate information exchange.
• Experience in diagnosing technical problems and responding to queries related to computer hardware, software, and network systems.
• Self-driven and organized, exhibiting outstanding interpersonal, written, and verbal communication capabilities.
• Capability to swiftly adapt to changing priorities and tasks, acquiring new skills on the job while delivering exceptional customer service.
• Strong attention to detail, leadership qualities, and the ability to work both collaboratively and independently.
• Established problem-solving and technical skills for addressing pressing IT challenges.
• Familiarity with Windows 10, Microsoft Office 2016 or later, various internet browsers, and standard business applications.
• Knowledge of Windows Active Directory, desktop program configuration, and debugging techniques.
• Understanding of TCP/IP, general networking issues, and support for servers, printers, and peripheral devices.
  
  

Qualifications

• A Bachelor’s degree and a minimum of 4 years of relevant experience, or 8 years of equivalent experience in lieu of a degree.
• Preferred qualifications include experience in a technical help desk environment, knowledge of non-commercial systems administration, and an IAT Level II certification.
• Familiarity with ServiceNow ITSM & ITBM and project management for low to mid-complexity projects is advantageous.
• ITIL® v4 Foundation or higher certification is desirable.
  
  

Security Clearance Requirements

• Must possess a current and active TS/SCI security clearance with Polygraph.
  
  

Company Culture And Values

We pride ourselves on fostering a collaborative and inclusive work environment where diverse perspectives are valued. Our organization is committed to professional development, offering opportunities for career advancement and continuous learning.

Networking And Professional Opportunities

Joining our team provides an exceptional chance to build a robust professional network while working alongside industry experts committed to excellence in IT support services. You will be encouraged to participate in knowledge-sharing initiatives and skill enhancement programs.

Employment Type: Full-Time