Enterprise It Support Officer Itil Certified With Project Management Skills (Remote)

We are looking for a motivated and customer-focused individual to join our dedicated team of IT professionals. In this role, you will play a crucial part in handling incident responses, deskside service, and project management. You will streamline processes to handle and resolve incoming incidents, requests, and demands, while providing daily support for IT infrastructure and mission applications, including Tier 0 and Tier 2, involving problem recognition, research, isolation, resolution, and follow-up.

Key Responsibilities

• Apply ITIL-based processes to manage and resolve incoming incidents, requests, and demands.
• Analyze, troubleshoot, design, and implement solutions without escalating to Tier 3 support.
• Offer basic user training for off-the-shelf applications, office products, and some custom tools.
• Perform remote desktop triage and system repair using remote tools.
• Maintain and update records and tracking databases.
• Address questions about system procedures, online transactions, system status, and downtime.
• Collaborate with network services, software systems engineering, and application development to restore services and identify issues.
• Utilize best practices and knowledge to improve products and services.
• Meet contractual performance criteria.
• Be open to local travel between customer buildings.
• May involve supervisory responsibilities.
• Special experience in non-commercial systems administration (access management/file transfer) may be required.

Hours

• Flexible hours with core coverage from 9:00 AM to 3:00 PM, Monday to Friday. Support generally extends until 6:00 PM.
• Opportunities may be available for teams providing 24×7 coverage.

Basic Qualifications

• Customer certification in CMA or DMA is required.
• Strong communication skills to interact effectively with co-workers, management, and customers.
• Experience resolving technical issues and answering queries related to computer hardware, software, network, system/application access, and telecommunications.
• Self-motivated, organized, and excellent in interpersonal, written, and verbal communication.
• Ability to quickly adapt to changing tasks and learn new skills on the job.
• Detail-oriented with strong leadership and collaborative skills.
• Demonstrated problem-solving and technical skills to address critical IT issues.
• Experience with customer-specific systems and technologies.
• Self-starter with a clear and defined mission.
• Proven ability to thrive in a challenging environment.
• Experience with Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications.
• Knowledge of Windows Active Directory and multiple desktop programs, configuration, and debugging techniques.
• Experience with TCP/IP, general networking issues, virus scanning services, and peripheral devices.
• BA/BS degree with 4 years of experience, or equivalent education and work experience totaling 8+ years.

Preferred Qualifications

• Experience in a technical help desk position.
• Familiarity with data transfer services.
• IAT Level II certification.
• Experience with ServiceNow ITSM & ITBM.
• Prior experience managing projects of low to mid complexity.
• ITIL® v4 Foundation or higher certification.

Security Clearance Requirements

• Current/active TS/SCI with Polygraph is required.

Physical Requirements

• Ability to remain stationary 50% of the time.
• Capable of moving/traversing within and between buildings.
• Ability to position self to maintain computers, including under desks and in server closets.
• Constantly operate a computer and other office machinery.
• Ability to move Audio/Visual or Computer equipment weighing up to 50 pounds.

We are committed to providing equal employment opportunities and encourage all qualified individuals to apply, regardless of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position, please contact our Corporate EEO Department for assistance.

Employment Type: Full-Time