IT Technical Support Specialist

About Bering Straits Professional Services, LLC

Bering Straits Professional Services (BSPS) is committed to world-class management of global logistics, training and procurement services for U.S. Government agencies. BSPS is certified by the U.S. Small Business Administration (SBA) as an 8(a) contractor. In February 2022, BSPS became an International Organization for Standardization (ISO) 9001 certified company. BSPS received the ISO 9001 quality standard certification through the Performance Review Institute (PRI).

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned. To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

Wage/Salary Range: $80k - $90k

Applicants will be notified via phone or email within ten (10) business days of submittal.

• Provide Desktop Support services to the government user community.
• Respond to IT incidents and requests that have been assigned or escalated by Tier 1.
• Interface with and create tickets for customers while working directly with them in an office environment or over the phone.
• Maintain work logs in a clear and professional manner
• Manage customer relationships from reported incident through resolution.
• Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Assist in developing and implementing permanent resolutions to reoccurring problems
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
• High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.
• High-level knowledge of Office 2010+, especially Word, Excel and Outlook.
• Deploy hardware and software
• Escalate tickets to Tier 3 Technicians/Support Groups in the event that an incident or request cannot be resolved at the Tier 2 level.
• Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.
• Assist in the asset management process
• Create and/or revise Standard Operating Procedures (SOP).
• Adhere to all client policies and procedures.
• Assist with evaluating/testing/recommending new technologies for the agency.
• Provide support to Tier 1 queues per Surge Plan Procedures.

• Education Requirements:
• Bachelor’s degree in an IT related field or four years equivalent experience in an IT related field.
• Level of Experience Requirements:
• At least 3 years of hands-on experience deploying, monitoring, managing and or supporting some combination of at least 3 of the following products currently in the CSOSA environment:
• Office 365 E5
• One Drive
• TEAMS
• SharePoint Online
• INTUNES
• Defender
• Security and Compliance Center
• AZURE
• Active Directory Microsoft Deployment Toolkit (Imaging)
• Microsoft Surface data Eraser (disk wiping)
• A minimum of 4 years demonstrated experience writing documentation to carry out a process, troubleshoot a known issue, share best practices, creating training manuals, etc.
• As well as:
• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Strong technical aptitude including excellent troubleshooting skills.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users utilizing verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.

• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of…