ID Infrastructure Support Professional (ESS-410)

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

Job summary

Environmental and Safety Solutions, Inc. is seeking an Infrastructure Support Specialist to maintain and troubleshoot IT infrastructure and end-user devices. The role includes desktop, network, and collaboration technology support, with occasional travel to project sites.

The position requires strong incident management skills, experience with ServiceNow, and a background in supporting executives and VIPs. On-site work with standard business hours is required.

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 end-user IT support with setup and support for hardware, peripheral devices, software, video conferencing, and operating systems.
• 3+ years of incident and request management with ServiceNow.
• 3+ years of experience supporting executives and VIPs.

Responsibilities

• Servicing incident and request tasks for deployed infrastructure services to end-users, including moves, adds and changes.
• Follows established technology standards, policies and support processes.
• Helps establish and monitor metrics on service delivery and customer satisfaction.
• Provides end-user support for collaboration technologies including video conferencing and Microsoft Teams.
• Supports Local Area Network and Wireless Network.
• Supports end user requirements for Active Directory, DHCP, DNS, print and file services.
• Manages and maintains local assets and configuration items in ServiceNow.
• Participates in special projects and travels to offices/jobs for short-term support.
• Provides proactive support to executives and VIPs.

Skills

End-user support

ServiceNow

Executive and VIP support

Hardware and software maintenance

Education

Bachelor's degree in Computer Science, Information Technology or related field

7+ years IT experience in lieu of degree

Tools

Active Directory

DHCP/DNS

Video conferencing hardware

Job description

Title: Infrastructure Support Specialist

Full-Time Office/Project

No Remote/No Telework offered.

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.