TITLE : Senior IT Support Specialist
LOCATION : Alexandria, Virginia
FLSA STATUS : Exempt
DIVISION : Technology Services Division
DEPARTMENT : Helpdesk
WORK ENVIRONMENT and CONDITIONS :
General office environment, NCMEC facility
TRAVEL REQUIREMENT : Less than 10%
Less than 10%
HOURS and SCHEDULE :
Monday Friday, 9 : 00am to 5 : 30pm (37.5 hours within five (5) days per week); unless otherwise required or approved by management.
On-call rotation for overnight and weekend shifts
PHYSICAL and MENTAL REQUIREMENTS :
Ability to work in an office environment and concentrate on complex tasks for extended periods of time. Physically capable of handling computer equipment, including lifting, moving computer systems.
REPORTS TO :
Works under the general supervision of the Manager, Information Technology Infrastructure and Services
SUPERVISION EXERCISED :
Occasional project management and team lead opportunities
RESPONSIBILITY FOR PUBLIC CONTACT :
Limited
LICENSING AND CERTIFICATION :
N / A
GENERAL DESCRIPTION :
Position acts as a technical lead for Desktop Services and is responsible for installing, configuring, securing, administering, maintaining and troubleshooting NCMEC information technology systems.
Position plans and manages special IT projects
ESSENTIAL DUTIES AND RESPONSIBILITIES :
Perform onsite analysis, diagnosis, and resolution of information technology issues for end users, and recommend and implement corrective solutions
Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install, configure, test, maintain, monitor, and troubleshoot end-user information technology hardware and software in order to deliver required desktop service levels.
Install, configure, test, maintain, and troubleshoot end-user telecommunications equipment including VOIP phones, PDAs, etc.
Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.
Perform moves, adds, and changes (MAC) requests as required
Design, implement and document technical solutions and systems that enhance NCMEC’s ability to carry out its mission
Act as project manager for special IT projects
Act as subject matter expert on designated technologies
Administer and manage enterprise IT systems
Receive and respond to incoming calls, pages, and / or e-mails regarding support issues
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Identify and learn appropriate software applications used and supported by the organization.
Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
Ensure conformance of all systems and services with current information security standards
Develop curriculum and provide training to end users in the use of NCMEC information technology resources.
Mentor and provide training to TSD staff members
Communicate with co-workers, management, Law Enforcement officials, and others in a courteous and professional manner
Conform with and abide by all regulations, policies, work procedures, and instructions
Respond promptly when returning telephone calls and replying to correspondence and faxes
EDUCATION AND EXPERIENCE :
Bachelor’s degree in Computer Science, Information Systems Engineering, or equivalent from an accredited college
Minimum of Four (4) years of technical experience in the information technology arena
Certifications in A+, MCDST, MCSE, MCTS, MCITP, ACMT preferred
SKILLS, KNOWLEDGE, AND ABILITIES :
Experience supporting Microsoft Windows, Apple OSX, Linux and Unix operating systems
Experience administering and maintaining network systems
Experience with information security technologies and protocols
Understanding and experience with FAT, FAT32, NTFS, HPFS, EXT2, EXT3 file systems
Experience supporting Microsoft Windows Office products
Experience providing support for networking and Internet related technologies including email clients, web browsers, VPNs and various networking protocols
Experience with enterprise networks and telecommunications systems and protocols including VOIP systems, mobile wireless devices, and smartphones.
Experience with IT helpdesk ticketing systems / software.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Fundamental understanding of project management concepts
Excellent technical knowledge of PC and desktop hardware
Hands-on hardware troubleshooting experience
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Very high degree of trustworthiness and sensitivity for confidentiality
Excellent verbal and written communications skills
Excellent interpersonal skills
Strong customer service and follow through skills
Ability to consistently follow response and escalation processes yet quickly adapt to unplanned or ambiguous situations
Some travel required to branch offices
Must be able to work overnight and weekend on-call shifts
Adaptability, flexibility and ability to work as part of a team or in an individual capacity
Ability to handle and maintain the integrity and confidentiality of highly sensitive material and information
AQP S06 - Administrative Specialist, Senior - Secret
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, employee assistance program (EAP) and educational reimbursement along with Pet Insurance. Nationwide IT Services...
IT Support Training Specialist - Security Clearance Required
The IT Support Training Specialist must exhibit good judgment in interfacing with all government and contract personnel, providing proper examples of work performance, and adherence to professional standards and operational and security guidelines as defined by the Government and ManTech Internation...
IT Customer Service Support Specialist- TS/SCI with Polygraph
Our work depends on an IT Customer Service Support Specialist joining our team performing IT requirements validation to provide mobile devices support including but not limited to activation, configuration, setup, issuing, troubleshooting, providing resolution, maintaining and managing mobile device...
Data Visualization Specialist, Senior Level
Data Visualization Specialist, Senior Level Current T3 background investigation required 100% Remote Nationwide IT Services, NIS, is seeking a Data Visualization Specialist to support our government customer. Ability to work iteratively with the business community to gather requirements and develop ...
IT Support Specialist
PLUS Communications, a public affairs firm based in Arlington, Virginia, is looking for an IT Support Specialist to join its growing team. Provide technical assistance and support for incoming IT requests and IT support issues related to computer systems, software, hardware and access to other corpo...
IT Service Desk Specialist Senior
Provide on-site and/or remote support for office automation and IT services at all site locations. The ideal candidate will manage incident handling, provide technical support, coordinate call center operations, and oversee user support activities. Manage ITSM queue for incident management and escal...
Senior Specialist, Military Resale – OP Support
National Industries for the Blind (NIB) is currently seeking an experienced Senior Specialist, Military Resale – OP Support person for our Military Resale department at our headquarters in Alexandria, VA. Assist with supply chain management, item introductions, sales analysis, and category and produ...
IT Support Specialist
In addition, the IT Support Specialist will serve as a representative on the Information Security Committee. Working with the Global IT team, and the larger Information Technology Services department, the IT Support Specialist will oversee the local technology infrastructure to ensure seamless deliv...
Senior IT Specialist
IT Specialist will be a member of our collaborative team and participate in the technical architecture for existing and future portal designs of RUP applications. Responsible for Architectural Design, Implementation and periodic testing and support of Web Environments. Will assist with design creati...
Senior Administrative Support Specialists
MAXISIQ is seeking a highly experienced Senior Administrative Support Specialist to provide comprehensive support to senior management and project teams within the U. Excellent verbal and written communication skills, with the ability to interact professionally with senior leadership, external stake...