IT Support

Overview

GBSI is seeking an Information Technology (IT) professional for the role of IT Support in Huntsville, AL to provide support to end users on a government and/or commercial 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.

They will provide 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.
• 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.
• Coordinates regularly and daily with customer core IT support center.
• Manages 3rd party IT support on projects requiring greater depth and knowledge.
• Utilizes technical expertise and company policies to resolve a variety of issues.
• Develops IT SOPs for the facility.
• Uses the IT Service Desk electronic ticketing system for opening, closing, resolution, escalation, and tracking of user requests.
• Monitors queue regularly and responds with fixes 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 for those outside scope.
• Manages user accounts, shared resources, and group memberships.
• May support multiple segments within the organization and builds on technical knowledge.
• May provide access and connectivity support to external customers as needed.
• Notifies leadership of any changes that may affect volume, escalation, major outage, server issue, major move, or staffing issue.
• Supports and maintains open, professional relationships with leadership, user community, and peers.
• Serves as onsite resource for other IT departments and assists with team maintenance and deployment, including occasional after-hours or on-call support.
• Configures, deploys, upgrades, wipes, and re-purposes IT equipment according to established procedures.
• Maintains site IT hardware, software, and peripherals, including procurement, recycling, or destruction per security requirements.
• Provides daily operational support for 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.
• Three (3) years of industry-accepted IT experience is required.
• Active DoD-issued Secret Security Clearance is required at start; must be able to obtain and maintain a Top Secret clearance with SCI eligibility.
• IAT Level II (CCNA Security or CSA+ or GICSP or GSEC or Security+CE or SSCP) certification required at start.
• Proven hardware and software experience, including Windows, Office 365, Adobe products, smartphones, printers, and out-of-the-box and proprietary software, is preferred.
• Networking experience, including wired and wireless troubleshooting and VPN connectivity, is preferred.
• Significant experience with Linux and Windows operating systems is preferred.
• Ability to maintain sensitive, proprietary, and classified information as required.
• Effective communication and interaction with peers, leadership, and end users, maintaining respect and following company policies.
• Willingness to learn and utilize company technology for required purposes.
• Ability to read, understand, and follow instructions in a fast-paced environment.
• Ability to maintain knowledge and skills pertinent to the job.
• Ability to organize and manage multiple priorities simultaneously in a deadline-driven environment.
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Passionate about delivering excellence in customer service within a collaborative team environment.

Established in 1995, Global Business Solutions, Inc. offers customers a distinctive blend of information technology capabilities, education and training services, and information assurance solutions. Managed by a team of executive leaders experienced in the field of information technology and training services within the industry and government, GBSI prides itself on…