Tier I / II IT Support Specialist

Company: TestPros
Location: Sterling
Posted on: April 6, 2021

Job Description:

Company Overview TestPros is a successful and growing business, established in 1988 to provide Information Technology (IT) technical support services to a wide range of Commercial and U.S. Federal, State, and Local Government customers. Our capabilities include Program Management, Program Oversight, Process Audit, Intelligence Analysis, Cyber Security, NIST SP 800-171 Assessment and Compliance, Computer Forensics, Software Assurance, Software Testing, Test Automation, Section 508 and WCAG Accessibility Assessment, Localization Testing, Independent Verification and Validation (IV&V), Quality Assurance (QA), Compliance, and Research and Development (R&D) services. TestPros is an Equal Opportunity Employer. TestPros delivers innovative independent IT assessment solutions to critical challenges facing the nation and the world. We support the U.S. Federal Government and Commercial clients within the continental USA. TestPros is dedicated to making lives better, safer and more secure. Job Summary TestPros is seeking an IT professional with expertise in hardware, software, and end user support with the ability to effectively communicate, both orally and in writing, with senior staff, information systems professionals, and the user community. The ideal candidate will have demonstrated problem-solving background and the ability to translate complex IT interdependencies to senior leaders. Position: Full-time Citizenship: U.S. citizenship Location: Sterling, VA and/or Remote Clearance: None required Responsibilities and Duties --- Takes direction and carries out assigned responsibilities with minimal oversight, to include but not limited to: monitoring, maintenance, tracking, reporting, and problem resolution for the IT Department and systems--- Provides technical support in a professional manner to users by researching and answering questions; troubleshooting problems; maintaining server and workstation performance and close tickets efficiently.--- Ensures proper management, maintenance, provisioning and monitoring of all production environments.--- Manages change initiatives in a systematic manner to ensure systems availability, performance and reliability.--- Monitors the IT ticketing system to ensure timely correction of any incidents.--- Analyzes activities and documented resolutions, identifies problem areas, devises and delivers solutions to enhance quality of service and prevent future issues.--- Makes recommendations for environment upgrades.--- Updates and maintains documentation associated with processes and procedures.--- Provides answers to users by identifying problems, researching answers, and guiding client through corrective steps.--- Provides end-user desktop support and minor hardware/peripheral repair as appropriate in order to assist with problem resolution.--- Assists in implementation of additions, deletions and major modifications to the supporting infrastructure.--- Provide advanced levels of support and serve as a primary technical resource and solution-provider for our SharePoint customers.--- Interact with other technology groups both internal and external as appropriate to respond to user requests and/or problems.--- Support key projects and initiatives where new services are delivered, as well as validating new technologies prior to their delivery.--- Multi-task to perform other duties as required, including technical and administrative support to other projects and activities.--- Work closely with HQ staff to support current operations and to analyze, document, and assist in the deployment of new technologies and services.--- Solicit feedback from IT incidents, create after action reports, and follow corrective actions to completion.--- Author standard operating procedures and technical guides and participate in process improvement exercises. Required Qualifications & Skills --- U.S. Citizenship--- Bachelors degree or equivalent work experience--- Strong experience with document creation, management, and quality assurance, including professional and technical writing.--- Demonstrated advanced technical skills and the ability to develop solutions to complex technical problems.--- Extensive knowledge and experience with IT hardware, software networking and mobility systems for workstations, and server messaging clients.--- Demonstrated strong issue resolution and problem-solving skills.--- Ability to effectively present information to top management.--- Strong interpersonal skills and ability to communicate with employees, vendors, customers, and other individuals in a professional and courteous manner.--- Understands Cybersecurity components and software and has a working understanding of web browsers and applications.--- High proficiency in using and administering Microsoft 365 Products as well as Azure-based services.--- Strong working knowledge of SharePoint.--- Working knowledge of IT service management systems (e.g., Remedy, Freshservice, etc.), remote assistance, and Managed Service Provider toolsets (e.g., SolarWinds, Syncro, etc.).--- Proficiency in PowerShell and/or working with Microsoft Graph API.--- Familiarity with ITIL/ISO 20000-1 service level management processes. Preferred Qualifications & Skills --- High proficiency with SharePoint administration, configuration, etc.--- Proficiency in project management, including setting priorities, ensuring timely completion of deliverables, and quality control/quality assurance.--- Any related IT professional certification are a plus.--- Knowledge of Cyber Security and/or Section 508/Accessibility is a plus--- Proficiency with Intune, Mobile Device Management/Mobile Application Management (MDM/MAM), Azure Active Directory, Windows Virtual Desktop, and other Microsoft cloud-based systems and toolsets.--- Salesforce administration and/or development Clearance Applicants selected may be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Benefits TestPros offers a competitive salary, medical/dental/vision insurance, life insurance, paid time off, paid holidays, 401(k) retirement plan with company match, opportunities for professional growth, cell phone discounts, and much more! All benefits are per TestPros current policies and are subject to change without notice. Benefits are available to full-time employees. TestPros, Inc. is an Equal Opportunity Employer.

Keywords: TestPros, Sterling , Tier I / II IT Support Specialist, Other , Sterling, Virginia