IT Support Specialist providing after - hours IT support and technical guidance at Deloitte. Collaborating with functional teams to meet user service requirements and ensure smooth IT operations.
About the role
- Helpdesk Technician supporting IT Help Desk Services for approximately 1600 users. Responsibilities include troubleshooting tickets, hardware installation, and customer service support.
Responsibilities
- Ability to work shifts between 9:00 AM to 6:00 PM (Monday to Friday).
- Meet daily IT operational requirements of approximately 1600 users.
- Quickly respond to and resolve tickets with senior level government/military officials (20 tickets per month).
- Provide support during contingencies or planned exercises at alternate site (2 per year).
- Oversee operations and control access of SIPR café.
- Provide Tier 1/2 service to customers at walk-up window.
- Imaging workstations incorporating Directory & Resource Administrator (DRA) for policy enforcement.
- Install and test software capabilities prior to releasing computers to end users.
- Update required hardware drivers.
- Verify and provide campus wide and vault access utilizing Computer Coordinated Universal Retrieval Entry (CCURE) system.
- Provide effective management of validated IT hardware and software requests.
- Manage organizational accounts via Enterprise Service Dashboard.
- Configure new cubicle hardware installs and associated cabling.
- Provide a trouble ticket number for all interactions requiring touch support services.
- Close a minimum of 90% of all trouble tickets presented daily.
- Ensure the end user is notified directly by a help desk representative prior to closing a trouble ticket.
Requirements
- Possess a bachelor’s degree or minimum of 5 years’ IT experience.
- Possess Security + certification.
- Top Secret/SCI Security Clearance or the ability to obtain one.
- Must be able to pass a background check.
- May require additional background checks as required by projects and/or clients at any time during employment.
Benefits
- Medical, Dental and Vision Insurance
- Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
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