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IT Support Technician (Helpdesk/Desktop) I

Company: ESM
Location: Jacksonville
Posted on: August 7, 2022

Job Description:

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring an IT Support Technician (Helpdesk/Desktop) I for an exciting opportunity located in Jacksonville, FL. Job Description and ResponsibilitiesESM is looking for a full-time IT Support Technician (Helpdesk/Desktop) who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements. Employee responsibilities include:

  • Provide superior customer service to internal and external clients by maintaining local and remote computer systems and making sure all users are equipped with technology to support company goals.Act as a primary point of contact for incoming Helpdesk phone calls and emailsOpen and update Support Requests based on phone calls and emailsTriage Support Requests to determine priorities based on severity of issue, effect on user/company, and other influencing factorsProvide superior customer serviceConfigure and deploy workstations and laptopsProvide client locations with onsite support as necessaryCreate and maintain accurate documentation to ensure correct procedures and licensing are followedCreate and remove new user and computer accounts within and outside of domain environmentsSupport various customer software and hardware as needed, including working with third-party service providers to expedite customer solutions.Perform regularly scheduled maintenance on desktops, laptops, and servers.Scan and maintain machines for security purposes.Provide technical assistance for common application and hardware issues.Research best practices for applications.Maintain confidential information as neededAssist the Advanced Services teams with deployments, installations, rollouts, and maintenanceEscalate issues to Advanced Services and the Management team as appropriate
  • Provide basic Video Tele-Conference (VTC) support to systems on NIPR/SIPR networks, including Initiate and Terminate VTC's, and Provide basic troubleshooting of application and connectivity.Other duties and projects as assignedRequired Knowledge, Skills and Abilities (KSA)
    1-3 years' experience in Technical Support or equivalent experience.Excellent team skills, must be thorough, must have excellent communications skills, written and verbalDemonstrate initiative and be results oriented with flexibility and tenacityDemonstrate the ability to continuously adjust priorities to reflect changing circumstancesAbility to work in a dynamic cross-organizational team environmentStrong dedication to provide quality customer serviceEffective problem-solving skills and inherent decision-making abilityStrong analytical skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issueAbility to manage own projects including communications to customers as well as work as part of a larger team managed by a project managerDesired KSA
    Support to cellular services including:
    Install and configure Android and IOS OS'sInstall and configure MDM on cellular and wireless devicesProvide basic Windows Server Systems Administration
    Hardware/Software troubleshootingBasic services including file permissions, account provisioning, etc.Provide basic support to Audio Visual systems including Video Wall.Conduct monthly connectivity testing of BGAN Satellite TerminalsBe a positive, self-motivated, and proactive person with the ability to adapt to change and tolerate stressful situationsCandidate must communicate effectively with team members, team lead, management, and government customerMust have the ability and desire to research and develop creative solutions to unique problems with minimal supervisionMinimum Training, Education, and Certifications
    DoD8570 IAT Level II (eg: Sec+), WindowsMinimum Clearance
    SecretPhysical Requirements
    Ability to sit, stand, walk for extended periods of timeAbility to use a computerAdditional Requirements
    Other duties as assignedApplicants may be required to show proof of a COVID-19 Vaccination Record Card to be eligible for employment at some work sitesESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.

Keywords: ESM, Jacksonville , IT Support Technician (Helpdesk/Desktop) I, Professions , Jacksonville, Florida

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