About Us :
AdNet / AccountNet, Inc. is an 8(a), WOSB, LGBTE, and WBE-owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high-quality staffing and executive search services.
Job Title : IT Support Specialist I
Job Description :
We are seeking a dedicated and detail-oriented "REMOTE" after-hours IT Support Specialist. As a level 1 specialist, you will serve as the primary point of contact for users requiring assistance with troubleshooting, answering questions, and resolving known issues across demand side platforms (DSP) in support of a federal client.
This role involves managing daily inquiries focused on login issues, access requests, platform troubleshooting, and maintenance for DSP-supported applications.
- Provide troubleshooting and technical support for remote users addressing issues.
- Meet defined service levels including first contact resolution, response times, and resolution times.
- Utilize a ticket management support system to track and work requests.
- Utilize the system to track issues and defects.
- Escalate requests to Tier 2 and 3 as needed, based on standard operating procedures.
- Maintain current knowledge of relevant technologies as assigned.
- Participates in special projects as required.
- Provide support from 5 : 00 PM to 8 : 00 AM Eastern Standard Time, Monday through Friday, including 24 / 7 support on weekends and Federal holidays.
Qualifications :
- Associate's degree in Information Technology or a related technical discipline or equivalent combination of education, professional training, or work experience.
- 2+ years of related experience supporting IT operations or working in a help desk / call center type environment a plus.
- Experience as an end-user of ServiceNow and / or JIRA able to complete information and process Tickets in the helpdesk system
- Able to read / follow job instructions / standard operating procedures to complete admin / helpdesk tasks
- Willing to learn Basic Admin Tasks Admin for Appian, Salesforce, and other technologies.
- Basic knowledge of computer hardware, software, and networking concepts.
- Self-starter who can work independently.
- Excellent communication and customer service skills.
- Strong problem-solving ability and attention to detail.
- Ability to work independently and as part of a team in a fast-paced environment.
- Willingness to learn and adapt to new technologies.
- Must be able to successfully obtain public trust background clearance.
- This position is fully remote but requires a one-time trip to the client's office to start the background clearance.
Hours : 5 : 00 PM - 8 : 00 AM EST (40 per week)
All candidates must be located in the Contiguous United States
Hourly Rate : $22.00-$25.00 per hour depending on the level of experience
talroo
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