Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments.
Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide.
Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today.
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Position Title
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Tier 1 Service Desk Support
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Position Type
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Full-Time, On-Site
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Position Location
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Washington, D.C.
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Tracking Code
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01180
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Daily Responsibilities
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- Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.
- Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, on-site visits.
- Support the installation, configuration, and use of application software.
- Offer mobile device support for Android and iOS platforms.
- Assist in the development of user documentation/installation procedures.
- Provide technical assistance ranging from general system information to in-depth configuration and problem resolution.
- Disseminate “Alert” notifications using multiple communication channels, including voicemail, web platforms, newsgroups, and email.
- Maintain and update a knowledge base of all supported software, as well as a general understanding of supported hardware and communication tools.
- Demonstrate a willingness to learn/retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies.
- Participate in HIR projects and initiatives as needed.
- Serve as an escalation resource for advanced-level support issues.
- Collaborate closely with internal groups to support and maintain current technology platforms.
- Coordinate with vendors to troubleshoot and resolve issues effectively.
- Escalate/consult with senior engineering staff for the resolution of complex technical problems.
- Perform other official duties as assigned.
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Required: Years of Experience (min)
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- Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
- Three (3) years minimum experience in:
- IT Call Center environments
- Active Directory user and account administration
- Supporting Microsoft Windows 10 and Office 365 applications
- Supporting mobile operating systems (iOS, Android)
- Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
- One (1) year minimum experience supporting:
- macOS
- Remote access tools (e.g., Cisco AnyConnect)
- VPN and secure remote connectivity (RSA SecurID experience preferred)
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Requirements
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- Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
- Knowledge of Windows, macOS, iOS, and Android operating systems.
- Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools/protocol commands to resolve technical issues.
- Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
- Ability to operate in a fast-paced environment and meet tight deadlines.
- Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
- Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
- Be self-motivated to work supervised and unsupervised as needed.
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Required Clearance
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- Security/background check
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