Technical Support 2

Essential Job Duties:

• Configures, installs, and troubleshoots PC systems and peripherals.
• Configures, installs, and troubleshoots switches and routers.
• Applies general knowledge of networking and cybersecurity principles.
• Provides helpdesk and technical support via online platforms, email, and phone.
• Delivers training, performs repairs, and conducts preventative maintenance.
• Ensures high-quality end user support across equipment, software, communications, and training.
• Configures and tests of customer-purchased equipment prior to shipment.
• Creates and manages support tickets in the helpdesk system.
• Assists the Systems and Network Manager with network and communication projects.
• Develops a strong understanding of company products, equipment, and customer requirements.
• Adheres to internal procedures and recommends improvements when necessary.
• Provides emergency technical support during weekends or after hours when scheduled.
• Maintains professionalism in all customer interactions.
• Works in accordance with company safety and quality standards.
• Maintains a safe and clean work environment.
• Performs other related duties as assigned.
• Maintains accurate hardware and software inventory records.
• Updates and manages helpdesk applications to build a support activity database.
• Understands company operations and ensures IT support aligns with corporate goals.
• Trains and assists IT Support Specialists.
• Resolves helpdesk tickets escalated from Technical Support Level 1.
• Follows internal IT procedures and suggests improvements as needed

Education & Experience:

• Bachelor of Science in Information Technology (BS), Computer Science, or a related field; equivalent formal training or certifications may be considered.
• Minimum of three (3) years of hands-on experience in the Information Technology (IT) industry.
• Experience with configuring, installing, and troubleshooting PC systems, peripherals, switches, and routers.
• Familiarity with helpdesk operations, ticketing systems, and remote support tools.
• Working knowledge of network infrastructure, cybersecurity principles, and system administration.
• Experience supporting end users in a technical environment, including training and preventative maintenance.
• Exposure to Controlled Unclassified Information (CUI) handling and compliance is preferred.
• Certifications such as CompTIA A+, Network+, Security+, or Cisco CCNA are highly desirable.
• Experience working in a customer-facing technical support role with strong communication and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced, service-oriented environment.

Required Qualifications:

• Legal Requirement: Must be a U.S. person (U.S. citizen or lawful permanent resident) to comply with federal contracting regulations. Must be a US person as defined by ITAR.
• Language Proficiency: All candidates must be fluent in English, with the ability to speak, read, and write at a professional level.

Physical Demands & Working Conditions:

• Requires sitting for extended periods of time.
• Requires dexterity and coordination to handle files and paperwork.
• Requires climbing ladders when necessary to complete tasks.
• Requires occasional lifting of materials (up to 25 lbs.), including files and reference documents.
• Requires minimal reaching for items above and below desk level.
• Requires movement throughout the building to complete tasks.
• Requires strength, coordination, and visual acuity to operate a keyboard and video display terminal for prolonged periods.
• Requires travel as needed.