Senior support technician job description

The US Naval Academy Information Technology Services Division (ITSD) provides voice, video and data communications service and support for selected organizations located throughout the Annapolis Area Complex (AAC). These offerings are a critical component of USNA ITSD's centrally managed and fully integrated responsibilities encompassing all AAC information technology. The USNA ITSD supports approximately 7000 clients located throughout the 650-acre AAC.

The ITSD Client Services Department is responsible to provide IT support to all clients. Tier 1 support consists of receiving requests for service, providing telephone assistance in resolving reported problems, and tracking requests in a ticket management system from receipt of call to completion of service. Tier 2 support is invoked when telephone consultation proves inadequate to resolve the user's issues and consists of the resolution of trouble ticket requiring a visit by information technology specialists to the client's work site or vice versa. Both Tier 1 and Tier 2 support also utilize remote assistance by connecting to client workstations in order to facilitate delivering services to customers within the AAC.

The ITSD supports approximately 7,000 midshipmen, faculty and staff in an integrated network-centric environment. The technology environment must be available 24x7 unless specifically excepted with appropriate advance notice to affected users. The majority of users access technology during the day although reliance on remote access to technology outside of normal working hours is becoming commonplace. As a mission-critical resource users expect the ability to access technology anywhere anytime. Consequently user-issue resolution by CS support personnel in conjunction with USNA ITSD requires a sense of urgency in delivering immediate and effective responses.

Qualifications

Must be able to obtain required clearance

Certifications

Must have Security+ before start, obtain MS 100 cert within 30 days of hire.

Experience/Requirements

At least 2 years experience with IT device repair, IT Security/Vulnerability remediation, and maintaining a Knowledgement Management Database.

Education

High School diploma

Security Clearance Public Trust Company Information

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a fast-growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers' knowledge and innovation using technology, collaboration, and education.

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement plans and much more.

As a prime contractor for 93% of our current work, OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.

Desktop Support

Cambridge, MA

Direct Hire - $80k - $90k

Looking for a Senior Support person who is looking to make a move into a Jr. System Admin type role.

Experienced with:

+ PC/Server/Network Equipment (Firewalls/Switches), Hardware Installation, and Support (Rack and Stack)

+ IT Application Support

+ Windows OS

+ Project Experience (Highly Preferred)

+ VOIP Phones

+ Basic Understanding of Network (VLANs, Cabling, TCP/UDP ports)

+ PC /Server Patching

+ MDM

+ Vendor Management

\#P1

**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.

**Why Kelly** ** ** **Technology?**

Looking to put your tech expertise to work on today's most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you'll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world's most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, make an impact, and grow your tech career.

**About Kelly** ** **

At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center.
Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

As a Level II technical support representative, you will be responsible for monitoring the following products 24 hours a day:

• Wireless/VOIP
• T1's
• POTS
• DSL

You'll also be responsible for reporting any network issues to management within the time line allotted by company procedures 24 hours a day and escalating as necessary, along with the following:

- Handling calls from residential and commercial customers to resolve any technical issues on all products provided.

- Making follow up courtesy calls once the reported trouble is resolved to ensure customer satisfaction.

- Reporting troubles with our partnered service providers after hours and on weekends.

- Having a thorough understanding of all products offered to ensure that reps are comfortable and confident with any issue that arises.

- Diagnosing / repairing customer's personal computers that have been brought in for billable labor.

- Learning and understanding the functions of other departments to be able to execute them after hours.

- Monitoring ACD queues and managing talk times to ensure hold times are minimal.

- Communicating with customers and resolving any issues reported via the support email account.

• Provisioning / de-provisioning the following services:
• Wireless/VOIP
• DSL
• Email
• Dial-up
• Hot Spot Users

- Handling account suspends and restores.

- Maintaining monitoring software and making sure all data contained therein is correct and up to date.

- Reports monthly on wireless network capacity. Provide exceptional technical support for all commercial calls to ensure our level of customer service remains unmatched by our competitors.

- Submitting tickets to be worked by our field services and managed services departments.

- All other duties as assigned.

Qualifications

• Must have a minimum of a high school diploma, Associates Degree in CIS preferred
• Comp Tia A+ certification is preferred
• Experience with computer repair, software/hardware preferred
• Experience with Microsoft OS
• Experience in troubleshooting Outlook and other email applications, including mobile email applications
• 2 years related IT/Help Desk experience preferred
• Must demonstrate computer knowledge with the ability to learn new software
• General understanding of Webhosting preferred
• Experience with ESI or Shoretel VoIP phones a plus
• Experience in Metaswitch or CSX a plus
• Telecommunications experience is a plus

Skills

• Ability to thrive in a fast paced environment and respond accordingly to high priority situations is essential
• Must work well with others, as part of a team as well as individually
• Must possess and demonstrate excellent communications skills
• Must demonstrate excellent organizational skills
• Must be enthusiastic and self-motivated
• Proven customer support professional with at least three years of call center experience preferred
• Ability to speak Spanish preferred

Benefits

• We offer a compensation plan including excellent benefits with 401K, health insurance, and a competitive starting salary.