At least 1 year of technical experience with desktop support technologies, or High School Diploma with ITIL/ITSM, A+ or applicable technical certification
Working knowledge of the Microsoft environments
Ability to work onsite at the customer's location in Alexandria, VA; work-from-home available on a case-by-case basis
Requirements:
Manage escalated user support via ServiceNow, maintaining ticket queues and closing tickets according to service level agreements
Administer Office 365 and troubleshoot email accounts; provide user provisioning and deprovisioning, printer setup, PC setup, and initial LAN configuration
Serve as liaison between the help desk and infrastructure teams; communicate and coordinate with customers and on-call support; participate in team meetings and disseminate pertinent information
Administer Control-M (job scheduling), including configuration and execution of ad hoc jobs; contribute to medium-sized projects delivering reliable, efficient systems-related solutions
Job description
BayNova has an exciting opportunity for a User Support Specialist to join our team in support of an important federal government client in Alexandria, VA.
We are seeking hardworking, competitive candidate that is driven to succeed with a natural sense of urgency. You are a self-starter with a reputation for being an effective team player, who proactively looks to improve and add efficiency to current processes. You exercise judgment in the decision-making process to provide consistent customer service. You are highly proficient in problem solving and can follow a systematic troubleshooting approach.
This position is responsible for maintaining IT systems and end user support needs. This includes supporting all aspects of IT infrastructure, user accounts, telephony, and application needs. The position also includes working on medium-sized projects to ensure the timely development and delivery of reliable and efficient systems-related solutions to business requirements.
Daily Job Responsibilities:
Escalated user support administration
Use ServiceNow to maintain ticketing queues by accepting tickets and closing them according to service level agreements.
Office365 administration and troubleshooting of email accounts.
Serve as liaison between the help desk and infrastructure support teams.
Provide user support, troubleshooting, adding/removing/modifying user accounts, printer setup, PC setup and initial LAN configuration.
Must be able to delegate and prioritize responsibilities.
Responsible for escalation within the team or to management
Communicate and work effectively with other contractors and personnel from other system administration teams.
Responsible for team communications and notifications to customer
Attends team meetings and keeps team members informed of pertinent information.
Control-M administrator. Including the administration, configuration, and execution ad hoc jobs using Control-M
Generate detailed SOPs.
Requirements:
Ability to obtain a Public Trust Clearance
1 year of technical experience with working knowledge of desktop support technologies or High School Diploma with ITIL/ITSM, A+ or applicable technical certification
Working knowledge of the Microsoft environments
Ability to work onsite at the customer's location in Alexandria, VA; Work-from-home available on a case-by-case basis.
24x7 On-call rotation for after hours support
Nights and/or weekends troubleshooting, maintenance, and any other special circumstances
Self-starting individual with the ability to work independently on issues with minimal supervision.
Detail-oriented technical and strong analytical skills.
Exceptional customer service and follow-up skills.
