Hoplite Solutions is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) to serve on a Dedicated Support Team of IT support professionals responsible for incident response, desk side service, and project management. In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0-2, which includes problem recognition, research, isolation, resolution, and follow-up steps. Responsibilities include, but are not limited to:
- Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands
- Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support
- Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems
- Providing basicusertraining insupportof off-the-shelf applications and office products as well as some custom tools, depending on the office being supported
- Performing remotedesktoptriage and system repair using remote tools
- Maintaining and updating records and tracking databases
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems
- Using best practices and knowledge of internal or external business issues to improve products or services
- Meeting contractual performance criteria
- Local travel may be required between customer buildings
- May have supervisory responsibilities
- Special non-commercial systems administrator experience (access management/file transfer) may be required
Hours of coverage: Hours are flexible with core hours of 9:00AM - 3:00PM Mon-Fri with no arrival before 7:00AM. Generally, support is required by team coverage until 6:00PM. Opportunities may exist for teams that provide 24x7 coverage. Basic Qualifications:
- Active TS/SCI with Polygraph
- BA/BS and 4 years of experiences, or a combination of education and work experience equivalent to 8 years
- Experience with servers, printers, and peripheral devices
- Customer certification in CMA or DMA required
- Experience with TCP/IP and general networking issues
- Experience with virus scanning services; Desktop, stand-alone and laptop computing services
- Ability to embrace diverse technical disciplines and excellent customer service skills
- Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job
- Attention to detail, leadership, and collaborative and independent work process
- Demonstrated problem solving and technical skills to resolve critical IT issues
- Expertise, training, and actual work experience with customer specific, systems and technologies
- Must demonstrate ability to thrive and succeed in a challenging environment. Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment
- Knowledge of Windows Active Directory
- Knowledge of multiple desktop programs, configuration and debugging techniques
- Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information
Preferred Qualifications:
- Related work experience in a technical help desk position
- Experience with data transfer services
- IAT Level II certification
- Experience with ServiceNow ITSM & ITBM
- Prior experience managing projects from low-mid complexity
- ITIL® v4 Foundation, or higher, certification
Physical Requirements:
- Must be able to remain in a stationary position 50%.
- Must be able to move/traverse within and between buildings and offices.
- Must be able to position self to maintain computers, including under the desks and in the server closet.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
- Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.
Hoplite Solutions offers very competitive salaries and an excellent benefits package, to include a 7% employer 401k contribution, fully paid healthcare for our employees, outstanding training benefits, company funded life insurance and short-term disability insurance, and many more. Salary at Hoplite Solutions is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $85,000 to $105,000 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of the company total compensation package for employees.