IT Service Support Engineer

OBXtek; Frederick (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

OBXtek is actively seeking an IT Service Support Engineer in Frederick, MD. This role involves providing tier 1 and 2 support for IT equipment at the Veterans Administration Acquisition Academy.

The ideal candidate has strong Windows 7 knowledge, an MCSA certification, and experience in desktop support. Responsibilities include troubleshooting hardware, providing user support, and creating documentation. Join a growing company dedicated to excellence in service.

Qualifications

• Minimum of 1 to 5 years in Desktop support experience.
• Ability to create clear reports and end-user documents.
• Experience supporting virtual desktops and thin clients.

Responsibilities

• Receive service requests and monitor supportive communications.
• Set up and configure IT equipment for classrooms.
• Provide first and second-tier support for desktop applications.

Skills

Extensive knowledge of Windows 7

Microsoft Office Suite 2007/2010

Basic hardware troubleshooting

Basic understanding of network fundamentals

Experience with ITIL ticketing systems

Education

AA Degree in Computer Science or related field

Microsoft Certified System Administrator for Windows 7 (MCSA)

Tools

Visio

SharePoint

Adobe products

Job description

OBXtek is an award winning Service Disabled Veteran Owned Small Business providing information technology and management services to the federal government. As the prime contractor on over 85% of its work, OBXtek is a leader in its field and has a robust corporate infrastructure that provides support for all of its programs. OBXtek has realized exceptional growth over the last four years and has been awarded prime contracts with 10 federal agencies. This growth is a result of providing customers with successful project execution and quantifiable results, responsive customer service, timely recruiting, quality assurance/quality control and competitive pricing. Solid Financial Resources and low Employee Turnover (5%)

Job Description

OBXtek, Inc. is looking for an IT Service Support Engineer at the Veterans Administration Acquisition Academy in Frederick, MD who is an MCSA with Windows 7. The project will support services (tier 1 and 2) to all staff, students, instructors, and visitors for all deployed IT equipment.

JOB DUTIES AND RESPONSIBILITIES

• Receive service requests and incident reports from a variety of sources, and constantly monitor group emails, ticketing system, telephone, and walk‑up customers.
• Ensure classroom requests are serviced immediately and all other requests are dispatched in a timely fashion.
• Provide support for other technologies deployed in the Academy, including but not limited to thin clients, virtual desktops, printers, VTC equipment, Smartboards, and Crestron touch panels.
• Provide first‑ and second‑tier support (tier 3 when required) to end users for PC, thin client, server, or mainframe applications and hardware incidents.
• Set up and configure IT equipment for classrooms and conference rooms to meet identified requirements.
• Interact with various OIT support teams such as network services, server, software systems engineering, and/or applications development to restore service and identify and correct core problems.
• Recommend system modifications to reduce user problems or enhance end‑user experience.
• Enter, update, and close all tickets associated with service desk requests.
• Provide all required reports in a timely fashion with clear and concise writing.
• Support classroom use of SmartBoards and provide familiarization/training when required.
• Create Standard Operating Procedures (SOPs) and other user‑oriented documentation.

Education / Experience

• AA Degree in Computer Science, Information Technology, or related field, or equivalent experience.
• Microsoft Certified System Administrator for Windows 7 (MCSA).
• Minimum of 1 to 5 years in Desktop support experience (tier 1 and 2).

Job Skills

• Extensive knowledge of Windows 7, Microsoft Office Suite 2007/2010, Visio, Project, Access, SharePoint, and Outlook. Experience includes imaging, software load and configuration, user familiarization, and basic troubleshooting.

Qualifications

• Experience working with an ITIL based ticketing system.
• Basic understanding of printer server, file server, and Active Directory operations.
• Basic understanding of network fundamentals (router, switch, firewall, VLAN, DHCP, IP addressing, and subnetting).
• Ability to create clear and concise reports and end‑user documents.
• Provide basic hardware troubleshooting and diagnostics for desktop, laptop, and thin client computers along with associated peripheral equipment.
• Experience with one or more of the following may also be required/desired:
  • Video teleconferencing (Tandberg, Jabber, Movi, Live Meeting, etc.)
  • Live Meeting
  • SmartBoard
  • McAfee and Symantec Endpoint Encryption
  • VPN clients
  • Adobe products (Professional, eLearning Suite, Connect)
  • Audio systems
  • Crestron touch panels
  • Thin client support
  • Citrix

Additional Information

All your information will be kept confidential according to EEO guidelines.