IT Support Specialist III

Kratos Defense and Security Solutions; Sacramento (CA); On-site; USD 52,000 - 59,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Savings Plan

Employee Stock Purchase Plan (ESPP)

Paid Time-Off (PTO)

Holidays

Education Reimbursement

Job summary

Kratos Defense & Security Solutions, Inc. is seeking an IT Support Specialist III to handle complex end-user issues and lead small projects. You will provide advanced technical support for hardware, software, VPN, and mobile devices, and act as an escalation point for Tier I/II teams.

You will configure Windows 10 devices, manage tickets, and document procedures while supporting senior leadership with after-hours needs in a fast-paced environment.

Qualifications

• Requires Bachelor's degree and 4–6 years of related experience.
• Microsoft Windows 10, Office 365, Adobe products, VPN, smartphones, as well as other software and printers.
• Networking experience including wired/wireless troubleshooting and VPN connectivity.
• Current CompTIA A+ or Security+ certification preferred.

Responsibilities

• Provide advanced technical support for hardware, software, devices, VPN, printers, and network connectivity.
• Configure and maintain Windows 10 desktop and laptop computers in an enterprise environment.
• Coordinate, troubleshoot and resolve incoming tickets, phone calls and walk-up requests.
• Act as an escalation point for Tier I and II support; resolve complex incidents.
• Document troubleshooting steps and update knowledge base articles.

Skills

Communication

Customer service

Multitasking

Team collaboration

Self-motivation

Adaptability

Education

Bachelor’s degree and 4-6 years related experience

CompTIA A+ or Security+ certification

Tools

Windows 10

Office 365

Adobe products

VPN

Mobile devices

Printers/MFPs

Networking basics

Job description

Job Description
Kratos Defense & Security Solutions, Inc., is a leading defense technology company focused on unmanned systems, satellite communications, cyber security/warfare, microwave electronics, missile defense, training, and combat systems. Our customers include the U.S. federal government, foreign governments, commercial enterprises, and state and local government agencies. At Kratos, we prioritize affordability as a cornerstone of our technology. We leverage proven, cutting-edge methodologies and technology to minimize costs, streamline schedules, and mitigate risks, ensuring timely delivery of cost-effective solutions to market.

Job Description
Kratos Defense & Security Solutions, Inc., is a leading defense technology company focused on unmanned systems, satellite communications, cyber security/warfare, microwave electronics, missile defense, training, and combat systems. Our customers include the U.S. federal government, foreign governments, commercial enterprises, and state and local government agencies. At Kratos, we prioritize affordability as a cornerstone of our technology. We leverage proven, cutting-edge methodologies and technology to minimize costs, streamline schedules, and mitigate risks, ensuring timely delivery of cost-effective solutions to market.
Kratos Unmanned Aerial Systems (KUAS), a division of Kratos Defense, is renowned for its expertise in developing, delivering, integrating, and supporting high-performance, cost-effective, jet-powered Unmanned Aerial Systems (Targets and Tactical). As a mid-tier defense contractor, we've demonstrated agility and innovation in providing aircraft to the US military and global allies and partners. Our track record of delivering top-notch jet-powered subscale targets has established us as a go-to defense contractor capable of delivering capabilities at an affordable price.
At KUAS, we prioritize innovation, collaboration, and growth. Our team collaborates to cultivate a supportive and dynamic workplace, fostering creativity and promoting professional development while honoring personal and family lives. Join our team and help shape the future of unmanned technology within the defense industry today!
GENERAL JOB SUMMARY:
An IT Support Specialist III is a senior technical support professional who handles complex end?user issues, advanced troubleshooting, and operational support for systems and applications. This role typically works with minimal supervision, serves as an escalation point for lower?tier support teams, and may lead small projects or initiatives to improve IT service delivery.
ESSENTIAL JOB FUNCTIONS:

• Provide advanced technical support for hardware, standardized and proprietary software, telephones, mobile devices, VPN, printers, telephony, and network connectivity.
• Configure, deploy, and maintain Windows 10 desktop and laptop computers in an enterprise environment.
• Coordinate, troubleshoot and resolve incoming tickets, phone call and walk-up requests.
• Act as an escalation point for Tier I and Tier II support teams; resolve complex or high?impact incidents.
• Ensures priority support to senior leadership, including deadline driven or after-hours support as needed.
• Utilizes technical expertise and applicable company policies and procedures to resolve a variety of issues.
• Uses the IT Service Desk electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.
• Monitor queue regularly and dispense tickets to the applicable department or resource.
• Resolve 70% - 80% of all assigned tickets, and coordinates escalation to the appropriate Information Technology staff and/or vendor(s) for those requests that fall outside scope of assigned role.
• Manage user accounts, shared resources, and group memberships.
• May support multiple segments within the organization and builds on technical knowledge in those sectors.
• May provide access and connectivity support to external customers as needed.
• Notify leadership of any changes within site that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue.
• Supports and maintains open, professional, and effective relationships with leadership, user community, and peers.
• Onsite resource for other departments within IT, and assists with team maintenance and deployment efforts, including occasional after-hours support.
• Document troubleshooting steps, technical procedures, and knowledge base articles.
• Configure, deploy, upgrade, wipe, and repurpose mobile devices to established procedures.
• Maintains site IT desktop hardware and peripherals, including procurement, recycling, or destruction per department process.
• May contribute to IT projects such as upgrades, migrations, or new technology rollouts.
• Performs other duties as assigned.
  

SUPERVISORY RESPONSIBILITY:
None

COMPENSATION:
$38.00 - $43.00 / Hour

Experience And Skills

KNOWLEDGE, SKILLS & ABILITIES:
Required:

• Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills.
• Maintain sensitive and confidential information as required by company and government requirements.
• Communicate and interact effectively with peers, leadership, and end users, including maintaining respect for others, and following company policies.
• Have a willingness and ability to learn and utilize company technology for company required purpose.
• Ability to read, understand, and follow instructions.
• Ability to work in a fast-paced environment.
• Ability to maintain knowledge, skills, and abilities as it pertains to the job.
• Ability to organize and manage multiple priorities simultaneously in a deadline-driven, security centric environment.
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Passionate for delivering excellence in customer service within a collaborative team environment.
  

EDUCATION AND EXPERIENCE:
Required:

• Requires Bachelor’s degree and 4-6 years of related experience; or applicable certifications with a minimum of 4 years of related experience.
• Proven hardware and software experience, including Microsoft Windows 10, Office 365, Adobe products, VPN, Smartphone, as well as other out-of-the box, and proprietary software, and MFP’s/printers.
• Networking experience, including wired and wireless troubleshooting and basic VPN connectivity issues.
• Current CompTIA A+ or Security+ certification, and/or ITLv4 preferred.
  

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS:

• Office and open cubical environment.
• Ability to sit for long periods of time.
• Ability to perform repetitive motion (keyboarding, mouse, phones).
• May be required to lift up to 50 pounds in accordance with KUAS General Safety Training guidelines.
  

TRAVEL REQUIREMENTS:

• 0-10% - May be required between KUAS locations.
  

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

A review of this classification has excluded the marginal functions of the classification that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities to perform this job proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Job Benefits

• Medical, Dental & Vision Insurance Coverage
• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Holidays
• Education Reimbursement
  

Kratos Defense is an Equal Opportunity Affirmative Action Employer. EOE, Minorities, Females, Vet, Disabled, Sexual Orientation, Gender Identity or any other protected class. All qualified job seekers are encouraged to apply. Kratos Defense is committed to America's veterans by providing opportunities for them to continue contributing after service to our nation. We also work to provide reasonable accommodations to individuals with disabilities.

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