Technical Support Specialist

Summary

Clearance Required:

Public Trust

Education Required:

HS/GED
US Citizenship:
Required

The MIL Corporation seeks a Technical Support Specialist I to support a Federal Government client in Washington, DC. The Technical Support Specialist is the central point of contact for all IT‑related incidents and service requests and is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

This position currently requires an on‑site schedule. Schedule is subject to change based on company/contract requirements.

• Provide support for all staff
• Provide services over the phone, through e‑mail, in person (for walk‑in customers) and self‑service
• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
• Assist users with any logged IT related incident
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Accurately record, update and document requests using the IT service desk system
• Install and configure new IT equipment
• Resolve incidents and upgrade different types of software and hardware
• Resolve incidents with printers, copiers and scanners
• New hardware and software deployment requests
• Audio‑visual requests
• Mobile support and mobile phone deployment
• Resolve Critical Service Requests for workstation equipment
• Remove and cleanup malware, isolated viruses and spyware
• Maintain a first‑class level of customer service ensuring all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non‑technical colleagues at all levels in the organization
• Create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self‑sufficient
• Willingness to attend internal training as necessary, to keep up to date with the latest technology and internal system processes
• Participate in the Annual Performance Review process
• Actively support equality and diversity policies of The MIL Corporation and The Federal Government client
• Undertake other duties not specifically stated without altering the nature or level of responsibility

None

• At least one year of previous Tier II / Tier III desktop hardware / software support
• General knowledge of Tier III desktop hardware / software support
• Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Excellent IT skills and computer literacy
• Previous experience within a customer service role
• Excellent organizational skills
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Good attention to detail and ability to show initiative
• Ability to plan and prioritize work load without supervision
• Ability to prioritize, manage and perform under pressure to meet SLAs
• Excellent knowledge of Customer Service best practices
• Willingness to work flexibly and with enthusiasm
• Ability to work in a dynamic, fast‑paced environment
• A highly motivated team player with the skills and ability to manage changing priorities

• A+, MCSA, ITIL Foundation Certificate (V2)
• Experience working with the Microsoft System Center Configuration Manager (SCCM), Encryption Software (e.g. McAfee…