IT Support Technician

Morgan 6 LLC; Annapolis (MD); On-site; USD 43,000 - 50,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan with company 35

Paid time off (PTO)

Professional development opportunities

Job summary

Morgan 6 LLC is hiring an IT Support Technician for the US Naval Academy, Information Technology Services Division (ITSD). The role provides customer-oriented help and Repair Shop support, handling receipt, storage, repair, and configuration of IT hardware and software.

Key duties include Tier 1 and Tier 2 support, on-site visits, remote assistance, daily client interaction, and contributing to WHD reports. A Technical School certificate is required; bachelor's degree preferred, and U.S.

Qualifications

• 2-3 years of experience in technical support, IT device repair, IT security remediation, and creating knowledge-based articles.
• Technical School Certificate or equivalent experience required.
• Bachelor's degree preferred.
• U.S. citizenship required.
• Ability to pass a DoD background security investigation.

Responsibilities

• Provide Tier 1 support via phone to resolve reported problems.
• Track and manage service requests in the ticket system.
• Offer Tier 2 support, including on-site visits for complex issues.
• Use remote assistance to connect to client workstations.
• Interface daily with clients to meet performance objectives.
• Review forums and WHD software summary reports.

Skills

Customer service

Troubleshooting

Communication

Ticketing system

Education

Technical School Certificate

Bachelor's degree preferred

Tools

WHd software

Job description

Morgan 6 "M6" is a Service-Disabled Veteran-Owned Small Business (SDVOSB) and SBA-certified HUBZone company headquartered in Charleston, SC. We deliver expert talent with high-demand, low-density skill sets to support critical U.S. Government missions in areas such as special operations, intelligence, cybersecurity, agile development, and IT support. Most importantly, we are - and we support - Warriors First.

M6 Core Values - HEROIC

• Honor - Act with integrity and truthfulness
• Excellence - Strive for quality in all we do
• Resourcefulness - Innovate and embrace change
• One Team - Stand together and treat each other with respect
• Iron Sharpens Iron - Encourage personal and professional growth
• Castle Defense - Protect the resources entrusted to us

Job Summary

The IT Support Technician at the US Naval Academy, Information Technology Services Division (ITSD) plays a crucial role in providing exceptional customer-oriented assistance and Repair Shop support. This position involves managing the receipt, dispersal, storage, disposal, repair, and configuration of IT equipment, both hardware and software.

Responsibilities

• Provide Tier 1 support by addressing requests for service and providing telephone assistance to resolve reported problems
• Track and manage service requests in the ticket management system, ensuring timely completion of service
• Offer Tier 2 support, including on-site visits to resolve more complex issues that cannot be resolved over the phone
• Utilize remote assistance to connect to client workstations, facilitating efficient service delivery
• Interface directly with clients daily, ensuring performance objectives and deliverables are met
• Participate in discussion forums and track the Web Help Desk (WHD) software and summary reports

Skills

• Ability to handle pressure and deadlines in a calm and composed manner
• Proficient in English with strong client-facing and effective communication skills
• Excellent troubleshooting abilities and capacity to multitask effectively
• Positive customer service orientation and a dedication to problem resolution

Work Experience

• 2-3 years of experience in technical support, IT device repair, IT security/vulnerability remediation, and developing knowledge-based articles

Physical Requirements

• Ability to carry, push, lift, or lower computer equipment weighing up to 50 pounds

Education

• Technical School Certificate or equivalent experience required
• Bachelor's degree preferred

Additional Requirements

• U.S. citizenship (required)
• Ability to pass a DoD background security investigation

Equal Opportunity Employer

M6 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Competitive Compensation & Benefits

Compensation varies based on factors such as location, experience, and skill set. For positions based in California, Colorado, D.C., Maryland, New York, or Washington, the salary range is $43,000 - $50,000 (if annualized).

Our comprehensive benefits package includes health insurance (medical, dental, vision), voluntary short and long-term disability, voluntary additional life, Sect. 125 dependent care, Health Savings Account (HSA), 401(k) retirement plan with company match, paid time off (PTO), and professional development opportunities.

Drug Free Workplace

M6 is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Reasonable Accommodations

As an Equal Opportunity Employer, M6 is committed to providing reasonable accommodation to applicants with disabilities. If you are interested in applying for employment with M6 and need assistance or accommodation to use our website, please contact us by phone [phone]. Provide your contact information and describe the nature of your accessibility issue. We will only respond to inquiries related to accommodation requests.