IT Customer Service

L3Harris Technologies; City of Rochester (NY); On-site; USD 59,000 - 98,000; Full time

Benefits offered by this job

Health and disability insurance

401(k) match

Flexible spending accounts

EAP

Education assistance

Parental leave

Paid time off

Company-paid holidays

Job summary

L3Harris Technologies in Rochester, NY, seeks an IT Customer Service specialist to provide end-user desktop support in a classified environment. Primary duties include Windows desktop support, device provisioning, and support for secure and unclassified phones.

You will log and resolve incidents in ServiceNow, assist with RMF/ICD 503 compliance, and participate in ongoing IT projects. Travel between Rochester facilities is expected; TS/SCI clearance with CI Poly and DoD 8570 IAT Level I or

Qualifications

• Active TS/SCI clearance with CI Poly required.
• Security+ CE or DoD 8570 IAT Level I or higher cert required.
• Bachelor’s Degree with 2+ years of related experience, or graduate degree or equivalent with 0–2 years of related experience.

Responsibilities

• Day-to-day desktop support for Windows in a closed environment, virtual or physical.
• Manage tickets in ServiceNow at SLA levels and escalate as needed.
• Provide front-end support for desktop-related items including apps, voice, and data access issues.
• Deliver and remove equipment per security processes.
• Assist with projects to replace or upgrade IT equipment as required.
• Support RMF and ICD 503 compliance as required by security.
• Communicate effectively across all levels of the organization.
• Travel between L3Harris facilities within the Rochester area.

Skills

Top Secret/SCI clearance

Security+ CE / DoD 8570 IAT I

Effective communication

ServiceNow

Education

Bachelor's Degree with 2+ years experience or Graduate Degree

Tools

Wyse Management Suite

Active Directory

GPO management

Microsoft Exchange

Job description

L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

L3Harris is the Trusted Disruptor in defense tech. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

Job Title: IT Customer Service

Job Code: 43685

Job Location: Rochester, NY

Job Schedule: 9/80 (Every other Friday off)

Job Description

This is an End User Desktop Support position that requires proficiency with Windows desktop operating systems to support our classified environment in the Rochester area. Primary responsibility is to be the customer support interface, dealing primarily with desktop support issues ranging from maintaining desktop systems (virtual or physical) and applications. The position will also provide support for secure and unclassified phones, including setup/provisioning and troubleshooting. This position will provide ample opportunities for professional growth and to learn new technologies and develop skills.

Essential Functions

• Responsible for day-to-day support of desktop Microsoft Windows in a closed environment, virtual, or physical
• Manage assigned tickets in ServiceNow at required SLA levels and elevate tickets to higher-level support as required
• Provide direct front end support to users, first level support for desktop-related items such as application issues and other IT-related issues including application, voice (phone), and data access issues
• Deliver new systems to employees and remove equipment as required following the processes dictated by the security team
• Support ongoing projects to replace or upgrade existing IT equipment as required
• Assist with RMF and ICD 503 compliance as required by security
• Utilize excellent written and verbal communication skills at all levels of the organization
• Ability to travel between L3Harris facilities within the Rochester area

Qualifications

• Must Have an Active Top Secret/SCI security clearance and willingness to submit to a CI Poly
• Security+ CE or any DoD 8570 IAT Level I or higher approved certification
• Bachelor’s Degree and a minimum of 2 years of prior related experience; Or, Graduate Degree or equivalent with 0 to 2 years of prior related experience; Or, in lieu of a degree, a minimum of 6 years of prior related experience

Preferred Additional Skills

• Active Top Secret/SCI with CI Poly
• Experience with Wyse Management Suite
• Active Directory and GPO management experience
• Experience with Microsoft Exchange
• Knowledge of basic networking concepts and working principles
• Experience with Cisco routers & switches, SCCM, and supporting RedHat, CentOS, or Ubuntu Linux
• Network certification a plus

In compliance with pay transparency requirements, the salary range for this role in New York state is $52,500-$97,500. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location.

• Health and disability insurance
• 401(k) match
• Flexible spending accounts
• EAP
• Education assistance
• Parental leave
• Paid time off
• Company-paid holidays

The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.

L3Harris Technologies is proud to be an Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Please be aware many of our positions require the ability to obtain a security clearance.

Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

L3Harris Technologies is an E-Verify Employer.