ID Infrastructure Support Professional

Environmental and Safety Solutions, Inc.; Reston (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Environmental and Safety Solutions, Inc. seeks an Infrastructure Support Specialist to bolster IS&T infrastructure, including hardware, software, OS and video conferencing, for internal customers.

The role covers incidents, moves, adds and changes with a focus on service quality and executive support. Responsibilities include supporting collaboration tech and networks, managing AD, DHCP, DNS, and print services, and maintaining assets in ServiceNow.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field or 7 years of IT experience in lieu of degree.
• 3+ years supporting end-user IT with hardware, software, video conferencing and OS.
• 3+ years with incident and request management system like ServiceNow.
• 3+ years supporting executives and VIPs.

Responsibilities

• Provide end-user IT support for hardware, software and operating systems, including video conferencing.
• Handle incidents and requests in the service management system, including moves, adds and changes.
• Monitor and improve service delivery metrics and customer satisfaction.
• Support collaboration technologies such as video conferencing and Teams on VIP devices.
• Maintain local assets and configuration items in ServiceNow, and perform moves, adds and changes.
• Travel to offices/sites for short-term project support and assist executives and VIPs.

Skills

End-user support

ServiceNow

VIP support

Video conferencing

Networking basics

Hardware support

OS support

Education

Bachelor’s degree in CS/IT

Or 7 years IT experience

Tools

Active Directory

DHCP

DNS

Print services

ServiceNow

Job description

Title

Infrastructure Support Specialist

Employment

Full-Time Office/Project

Location

No Remote/No Telework offered

Job Overview

The Infrastructure Support Specialist will support local IS&T infrastructure and services including hardware, software and operating system, video conferencing, network troubleshooting, printing infrastructure to support internal customers.

Job Responsibilities

• Responsible for servicing incident and request tasks for deployed infrastructure services to end-users including moves, adds and changes. Technical expertise will also include training, problem resolution, hardware, software, and operating system upgrades for end user computing devices (PCs as well as mobile devices)
• Follows the established technology standards, policies, and support processes.
• Helps establish and monitor metrics on service delivery and customer satisfaction.
• Responsible for providing end-user support for collaboration technologies including video conferencing, Smart displays like Surface Hubs,Microsoft Teams,
• Supports Local Area Network and Wireless Network, etc.
• Supports end user requirement associated with Active Directory, DHCP, DNS, print and file services (including Follow Me Print).
• Manages and maintains local assets and configuration items in ServiceNow.
• Perform moves, adds, and changes.
• Participate in special projects, as assigned.
• Travel to offices/ job sites for short term project support
• Provides proactive and timely support to executives and VIPs

Basic Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field OR 7 years of related IT experience (in lieu of degree).
• 3+ years of experience providing end-user IT support with a proven ability to setup and support hardware, peripheral devices, software, video conferencing, and operating systems.
• 3+ years of experience with incident and request management system like ServiceNow.
• 3+ years of experience supporting executives and VIPs.

Additional Information

• Experience leadership, project management, leading small teams would be preferred.
• Experience with identification, evaluation, prioritization of, and resolution for, hardware and software incidents and requests.
• Communicate effectively with Customers, other departments within the organization and function within a local and distributed team environment.
• Work within a local team environment, as well as the extended Corporate IS&T staff
• Understanding of basic networking technologies and principles.
• Must have the ability to work in a demanding environment, managing multiple priorities.
• Ability to identify, plan, install and support off-site meetings and conferences, as needed.
• Ability to lift 50 lbs.
• A+ certification preferred