ALTA IT Services, LLC · 17 hours ago
Tier 2 Deskside/System Technician
Rockville, MD
Contract
Onsite
Mid Level
$34/hr - $34/hr
3+ years expALTA IT Services, LLC is seeking a qualified, creative, and customer-focused technical representative to provide 7/24/365 systems administrator and deskside technical support. The role involves maintaining high availability environments, providing technical guidance, and performing various systems maintenance tasks.
ConsultingInformation TechnologyStaffing Agency
No H1B
U.S. Citizen Only
Responsibilities
This person will be a primary point of contact and responsible for providing on-site 7x24 customer operational desk-side engineering and break fix support tasks and activities for desktop and laptop devices in the NRCs IT environment specifically for NSIR end users
Each candidate should be familiar with conducting non-disruptive desk-side support to deploy Windows 10 and 11 configured hardware devices
Use knowledge of MS Office Suite, ServiceNow, and tools specifically used to support the deployment of these devices is desired
Provide support by liaising with Tier 3 teams for any changes and upgrades
Provide on-site IT support for practice, mock, and real customer DR/COOP type exercises
Maintain and support a High Availability environment through virtualization and redundancy, following best practices according to the systems in the environment
Provide technical guidance to Tier 2 and Tier 3 support teams
Performs systems maintenance tasks, such as software upgrades, back-ups, and recovery including file maintenance
Review systems for critical updates on a weekly basis, preparation for exercises, or each time a major threat is announced
Provide remote/on-site on-call support during after-hours to support Production Operating Environment (POE) client and system issues with the real-time software as deemed necessary
Respond to and remedy moderately complex customer inquiries (some dispatched by the Customer Support Center) concerning technical support issues on a variety of hardware and software problems specific to technology
Document all resolutions in the ITSM Tool (ServiceNow) and meets all standards for Time to resolve as dictated by Management for Performance
Escalate to or consult with lead or manager when solution is unclear
Perform configuration and deployment of Mobile Devices, Laptops, Thin Clients, and Desktops and associated equipment according to schedule
Perform Procurement, deployment, support and disposal of the software and hardware environment
Perform various Asset Control tasks on and off site
May be asked to provide guided network or systems support as the hands for customer HQ site specific needs
Qualification
Required
Bachelor's degree with 3+ years of relevant prior experience or required duration of relevant experience in lieu of degree in the following areas
Experience preparing and deploying Dell Laptop and Desktop Devices with a Windows 10 and 11 Image for end users use and in support of the NSIR IT is operating environment, including a brief tutorial to familiarize the user with devices
Able to become certified in ITIL 4 Foundation
Strong analytical and troubleshooting skills to diagnose patch-related issues
Attention to detail to identify software bugs, security vulnerabilities, and system inconsistencies
Excellent documentation skills to document trouble tickets and failed patch deployments to support teams. Troubleshoot and provide remediation results to leadership as needed
Excellent customer communication skills
Ensuring workstations are compliant with all security patches and requirements
Experience using the ServiceNow ITSM ticketing systems and providing deskside support for any user where a ticket has been dispatched from the Service Desk
Break/Fix support for end-user computer devices
Must be able to obtain an NRC Public Trust Security Clearance prior to start (may take anywhere between 1-4 months from submission to the customers security organization)
Preferred
Excellent analytical and organizational skills preferred
Support experience in the following (not required but considered a plus): software testing, system administration, IT operations, enterprise IT environments, patch deployment and validation, and test automation frameworks is beneficial
Certifications or proficient in the following areas (not required but considered a plus): CompTIA A+, Security+, and/or Network; Microsoft Certifications
Benefits
Medical
Dental
Vision
Spending accounts
Life insurance
Voluntary plans
Participation in a 401(k) plan
Company
ALTA IT Services, LLC
ALTA IT Services, LLC combines experience and expertise to deliver IT talent that meets and exceeds the expectations of our clients.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2015-12-18Acquired
Leadership Team
Bonnie Wells
Senior Business Development Manager - Strategic Staffing Partner
Company data provided by crunchbase