Enterprise IT Support Officer (EITSO) - Incident Management & Technical Support

Description

We are looking for a motivated and customer-focused Enterprise IT Support Officer to join our dedicated IT support team. This role involves delivering crucial support for incident response, deskside service, and project management.

As an EITSO, you will manage the lifecycle of IT incidents and requests, ensuring efficient resolution and supporting our IT infrastructure and mission applications.

Key Responsibilities

• Utilize ITIL-based processes to manage and resolve incoming incidents, requests, and demands.
• Analyze, troubleshoot, and implement fixes for IT issues, reducing the need for Tier 3 escalation.
• Provide basic user training for off-the-shelf applications, office products, and custom tools.
• Perform remote desktop triage and repairs using remote tools.
• Maintain and update records and tracking databases.
• Answer questions regarding system procedures, online transactions, system status, and downtime procedures.
• Collaborate with network services, software systems engineering, and application development teams to restore services and identify problems.
• Apply best practices and leverage knowledge of business issues to enhance products and services.
• Meet performance criteria as outlined in contracts.
• Local travel between customer buildings may be required.
• Potential supervisory responsibilities may be included.
• Experience with special non-commercial systems (e.g., access management/file transfer) may be necessary.
  
  

Work Hours

• Flexible hours with core hours from 9:00 AM to 3:00 PM, Monday through Friday. Support may be needed until 6:00 PM.
• Opportunities for 24x7 coverage may be available.
  
  

Basic Qualifications

• Certification in CMA or DMA is required.
• Strong communication skills to interact effectively with co-workers, management, and customers.
• Experience resolving technical issues related to computer hardware, software, network systems, and telecommunications.
• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
• Ability to adapt quickly to changing tasks and learn new skills on the job.
• Attention to detail, leadership capabilities, and a collaborative and independent work style.
• Demonstrated problem-solving and technical skills.
• Experience with Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications.
• Knowledge of Windows Active Directory and multiple desktop programs.
• Experience with TCP/IP, general networking, virus scanning services, and peripheral devices.
• Bachelor's degree and 4 years of relevant experience, or equivalent combination of education and experience.
  
  

Preferred Qualifications

• Experience in a technical help desk position.
• Familiarity with data transfer services.
• IAT Level II certification.
• Experience with ServiceNow ITSM & ITBM.
• Experience managing low to mid-complexity projects.
• ITIL® v4 Foundation or higher certification.
  
  

Security Clearance Requirements

• Active TS/SCI with Polygraph clearance is required.
  
  

Physical Requirements

• Ability to remain stationary for up to 50% of the time.
• Ability to move within and between buildings and offices.
• Ability to position oneself to maintain computers, including under desks and in server closets.
• Constantly operates a computer and other office productivity machinery.
• Ability to move equipment weighing up to 50 pounds.
  
  

For positions requiring access to technology or software source code subject to export control laws, employment is contingent on verifying U.S. person status or obtaining necessary licenses. Compliance with federal law will be reviewed as part of the application process.

We are an equal opportunity employer, encouraging applications from minorities, females, disabled individuals, and protected veterans. If you need accommodations to apply for a position or have difficulty using our online applicant system due to a disability, please contact our Corporate EEO Department.

Employment Type: Full-Time