IT Support Specialist

Overview

GBSI is seeking an Information Technology (IT) professional for the role of IT Support Specialist in Colorado Springs, CO to provide support to end users on a government contract. The IT Support Specialist will serve as the initial point of contact for IT related problems and provide tier level support which will consist of providing phone and online support to users, performing troubleshooting, resolving technical issues, and following escalation protocols as necessary.

Provides support services to employees and contractors in local and/or remote access locations, helping to resolve technical problems and information technology issues involving desktop, laptop, mobile devices, printers, audio/visual and network services/devices.

• Provides front-line onsite and remote technical support to identified locations, including troubleshooting hardware, standardized and proprietary software, telephones, mobile devices, VPN, printers, and network connectivity;
• Leverages Cisco firewalls, switches, and Cisco Meraki hardware and appliances across enterprise and remote environments;
• Configures, deploys, and maintains Windows desktop and laptop computers in an enterprise environment;
• Coordinates, troubleshoots, and resolves incoming tickets, phone calls, and walk-up requests;
• Ensures priority support to senior leadership, including deadline driven or after-hours support as needed to support the business;
• Coordinates regularly and daily, if necessary, with customer core IT support center;
• Manages 3rd party IT support on efforts/projects requiring greater depth and knowledge;
• Engages daily with Facilities Manager and/or Facilities Administrative Assistant;
• Utilizes technical expertise and applicable company policies and procedures to resolve a variety of issues;
• Develops IT and Audio Visual SOPs for facility;
• Uses the IT Service Desk electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests;
• Monitors queue regularly and responds with fix/solutions or dispenses tickets to the relevant 3rd party IT support or customer IT support center/resource;
• Resolves 70% - 80% of all assigned tickets and coordinates escalation to the appropriate IT staff and/or vendor(s) for those requests which fall outside scope of assigned role;
• Manages user accounts, shared resources, and group memberships;
• May support multiple segments within the organization and builds on technical knowledge in those segments;
• May provide access and connectivity support to external customers as needed;
• Notifies leadership of any changes within site that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue;
• Supports and maintains open, professional, and effective relationships with leadership, user community, and peers;
• Is the onsite resource for other departments within IT and assists with team maintenance and deployment efforts, including occasional after-hours support and/or participation in the on-call support rotation;
• Configures, deploys, upgrades, wipes, and re-purposes IT equipment to established procedures;
• Maintains site IT hardware, software, and peripherals, including procurement, recycling, or destruction per departmental/company security requirements;
• Maintains sensitive, proprietary, and classified information as required by company and government requirements;
• Communicates and interacts effectively with peers, leadership, and end users, including maintaining respect for others and following company policies;
• Provides daily operational support for all topics of messaging, directory services and application virtualization technologies, including system administration and mobility;
• Assists with unclassified IT duties as time allows;
• Performs other duties and assists other employees, as assigned by leadership.

• Bachelor's degree in Information Technology, Computer Science, Mathematics, Statistics, Business, Engineering, or management information systems is required;
• At least five (5) years of industry accepted Information Technology (IT) experience is required;
• Active DoD-issued Secret Security…