Enterprise IT Support Officer (EITSO) - 24/7 Shift

Description

We are seeking motivated and customer-focused Enterprise IT Support Officers (EITSO) to join our dedicated team of IT support professionals. In this role, you will be responsible for handling remote incident responses, streamlining the receipt, triage, categorization, action, and resolution of all incoming incidents, requests, and demands. You will provide daily support to IT infrastructure and mission applications, managing issues from problem recognition through resolution.

Key Responsibilities

• Utilize ITIL-based processes to manage incoming incidents, requests, and demands.
• Analyze, troubleshoot, design, and implement solutions with minimal escalation to higher support tiers.
• Offer basic user training for off-the-shelf applications and office products.
• Perform remote desktop triage and system repair using remote tools.
• Maintain and update records and tracking databases.
• Answer questions about system procedures, online transactions, system status, and downtime.
• Collaborate with network services, software systems engineering, and application development to restore service and resolve issues.
• Apply best practices to improve products and services.
• Meet performance criteria outlined in contracts.
• Engage in special non-commercial systems administrator tasks such as access management and file transfers as needed.
  
  

Work Schedule

• The team provides 24x7 support.
• Specific shift: 6 PM - 6 AM
  
  

Week 1: Sunday, Wednesday, Thursday

Week 2: Monday, Tuesday, Friday, Saturday

Basic Qualifications

• Strong communication skills to interact effectively with co-workers, management, and customers.
• Experience resolving technical issues and answering queries related to computer hardware, software, network systems, and telecommunications.
• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
• Ability to quickly adapt to changing tasks and requirements, with a strong capacity to learn new skills on the job.
• Attention to detail, leadership qualities, and the ability to work both collaboratively and independently.
• Proven problem-solving and technical skills to address critical IT issues.
• Expertise and hands-on experience with specific systems and technologies.
• Ability to work independently with a clear mission and thrive in a challenging environment.
• Experience with Windows 10, Microsoft Office 2016 or later, various internet browsers, and standard business applications.
• Knowledge of Windows Active Directory, desktop programs, configuration and debugging techniques.
• Experience with TCP/IP, general networking issues, virus scanning services, and desktop/laptop computing.
• Familiarity with servers, printers, and peripheral devices.
• BA/BS degree and 7 years of experience, or a combination of education and work experience totaling 11 years.
  
  

Preferred Qualifications

• Experience in a technical help desk position.
• Background in special non-commercial systems administration (access management/file transfer).
• IAT Level II certification.
• Experience with ServiceNow ITSM & ITBM.
• Project management experience with low to mid-complexity projects.
• ITIL® v4 Foundation or higher certification.
  
  

Security Clearance Requirements

• Current/active TS/SCI with Polygraph.
  
  

Physical Requirements

• Ability to remain in a stationary position for at least 50% of the time.
• Constant use of a computer and other office productivity tools, such as calculators, copy machines, and printers.
  
  

Equal Opportunity Employer

We are committed to providing equal employment opportunities and do not discriminate based on race, color, sex, religion, age, sexual orientation, gender identity, national origin, marital status, disability, veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation to apply for this position due to a disability, please contact our EEO Department.

Employment Type: Full-Time