** Technical Support Specialist**

**Job Category****:** Information Systems **Requisition Number****:** ITSER01294 Showing 1 location **Job Details**

**Description**

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*ValidaTek, Inc. is an award-winning Small Business that provides high-security mission-critical IT services to the Federal Government. Our commitment to excellence in service delivery has resulted in dramatic growth and an expanding client base that includes several U.S. Federal Departments. The corporate infrastructure is robust and based on industry best practices as evidenced by our DCAA Approved accounting system, ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2013 certifications, and CMMI Level 5 for Services (CMMI-SVC Level 5) and CMMI Level 5 for Development (CMMI-DEV Level 5) appraisals. We pride ourselves in being the best and only attracting and retaining the best talent to fuel our rapid growth. We promote a strong employee-focused corporate culture that provides a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their contributions and we all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.*

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****Technical Support Specialist****

** This role requires an active Top Secret Clearance **

**CORE JOB SUMMARY**

Provides technical assistance and training to system users. Responds to users' requests for assistance by phone, in person, and online. Will staff support a Tier III help desk, information center and/or provide on-site support. May install new software versions to servers, network hardware, software, and peripherals. Diagnoses hardware, software, and operator problems and takes remedial actions, escalates and/or documents recommended procedural changes. Requires comprehensive knowledge of stand-alone and networked servers, computers and related peripheral equipment, and of commonly used stand-alone and networked applications.

**ESSENTIAL FUNCTIONS/RESPONSIBILITIES**

* Performs end-user support by phone, in person, and online. May staff a help desk, information center and/or provide on-site support.

* Maintains and troubleshoot devices and systems, hardware, and software.

* Documents system performance, bugs, debugging, and program requirements.

* Follows maintenance protocols to ensure systems are secure and ready for users.

* Coordinates the set-up of data services, as well as phone, computer, and printer installation.

* Responds to inquiries and user problems, documents classification of incidents, and diagnoses hardware and software.

* Follow up with customers to ensure resolution and close out incidents in the tracking system.

* May serve as contract/task lead and/or primary contact.

* This is not intended to be an all-inclusive list of job duties and responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

**ROLE, JOB SCOPE**

* Knowledge - Complete understanding and application of principles, concepts, practices and standards. Full knowledge of industry practice and general knowledge of other related specialties.

* Problem Solving - Develops solutions to a variety of complex problems. Uses judgement and imagination to solve problems. May refer to established precedents and policies.

* Discretion/Latitude - Work is performed under general direction. Participates in determining objectives of assignment. Plans schedules and arranges own activities in accomplishing objectives.

* Impact - Exerts some influence on the overall objectives and long-range goals of the organization. Errors or failure to achieve results or erroneous decisions or recommendations typically cause delays in schedules and considerable expenditure of resources.

* Liaison/Leadership - Represents organization as a prime contact on contracts or projects. Interacts with senior internal and external personnel on significant matters often requiring coordination between organizations. May instruct, or serve as a resource for other professionals.

**MINIMUM QUALIFICATIONS**

* Minimum bachelors degree and five years related experience, or a combination of equivalent experience and training.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status

**Qualifications**

**Skills**

**Required**

**Critical Thinking** *Intermediate* **Behaviors**

**Required**

**Enthusiastic****:** Shows intense and eager enjoyment and interest

**Team Player****:** Works well as a member of a group

**Detail Oriented****:** Capable of carrying out a given task with all details necessary to get the task done well

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**Motivations**

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**Education**

**Experience**

**Required**

**1 year:** Experience with creating or maintaining knowledge base articles and creating simple troubleshooting/workflow diagrams for technical support use

**3 years:** Experience installing, managing, supporting, and diagnosing Windows peripherals like USB thermal printers, USB barcode scanners, digital signage solutions, video over Ethernet converters, and touch screen hardware

**3 years:** Windows Server administration, maintenance, and troubleshooting including reviewing event logs and resolving issues

**3 years:** Experience with performing server management functions (such as but not limited to: password resets, server patching)

**3 years:** Experience working a Tier II or Tier III service desk providing excellent customer service

**Preferred**

**1 year:** Linux: Shell, Redhat/CentOS, and/or Debian distros

**3 years:** Participated in and contributed to successful completion of technical root cause analyses in a federal enterprise IT environment

**Licenses & Certifications**

**Preferred**

MCSE

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)