IT Support Technician III

Sierra Nevada Corporation; Hagerstown (MD); On-site; USD 54,891 - 75,483; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with match

3 weeks paid time off

Tuition reimbursement

Job summary

Sierra Nevada Corporation in Maryland seeks an IT Support Technician III to provide expert-level technical support and manage IT infrastructure projects. You will mentor junior technicians and ensure the stability of the IT environment, while maintaining asset records and IT policy compliance.

The role involves end-user training on IT systems and AI tools, responding to helpdesk tickets, and occasional travel to other SNC locations. Strong communication is essential.

Qualifications

• Associate degree in a related field; higher degree preferred.
• 3+ years of IT support experience; 5+ years if no degree.
• Advanced hardware, software, and network troubleshooting.
• Experience with AI tools to enhance troubleshooting and user support.
• Strong leadership, communication, and customer care skills.

Responsibilities

• Lead troubleshooting and resolution of critical hardware and software issues.
• Mentor and train junior IT support technicians.
• Maintain and update IT inventory and asset management records.
• Ensure compliance with IT policies and procedures.
• Assist in training end-users on IT systems and AI tools.
• Respond to helpdesk tickets and resolve moderate compute issues.
• Provide conference room support and maintenance.
• Travel to different office locations as required.

Skills

Troubleshooting

Mentoring

Customer service

AI tools usage

VPN technologies

VTC experience

Communication skills

Education

Associate degree

Bachelor's degree

5+ years related experience (no degree)

Tools

ServiceNow

RSA

VPN

VTC

AI tools

Job description

Do you have an eye for detail and a passion for developing innovation solutions? Join our team! The IT Support Technician III provides expert-level technical support and manages IT infrastructure projects. This role involves mentoring junior technicians and ensuring the stability and efficiency of the IT environment. As SNC's corporate team, we provide the company and its business areas with strategic direction and business support spanning executive management, finance and accounting, operations, human resources, legal, IT, information security, facilities, marketing, and communications.

Responsibilities

• Lead troubleshooting and resolution of critical hardware and software issues.
• Mentor and train junior IT support technicians.
• Maintain and update IT inventory and asset management records.
• Ensure compliance with company IT policies and procedures.
• Assist in training end-users on the proper use of IT systems and applications.
• Respond to helpdesk tickets and resolve moderate compute issues in a timely manner.
• Conference room support and maintenance.
• Maintain and update IT inventory and asset management records.

Qualifications You Must Have

• Associate's degree in a related field of study.
• 3+ years of relevant experience.
• Relevant experience can be considered as a substitute for the required educational qualifications.
• In the absence of a degree, a minimum of 5 years of related experience is required.
• Higher level relevant degree may substitute for experience.
• Experience in utilizing AI tools to enhance troubleshooting and ticket resolution processes, ensuring timely and effective problem-solving.
• Understanding of AI operations and proven ability to assist users effectively in utilizing and navigating AI systems, including answering front-line questions on how to best utilize AI tools.
• Advanced understanding of computer hardware, software, and network troubleshooting.
• Strong leadership and communication skills.
• Customer/solution ownership, an overall drive for excellence.
• Team focused with the capacity for knowledge sharing.
• Strong written and verbal communication skills with end users.
• Drive to maintain current knowledge of industry trends and potential impact on the business.
• Demonstrate a customer care philosophy that ensures a high level of customer satisfaction.
• Ability to understand user and business needs and translate to technical solutions.
• In-depth knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies, RSA, Video Teleconference (VTC), and other related peripherals.
• Comprehensive troubleshooting skills of industry standard hardware and software products/services.

Qualifications We Prefer

• Bachelor's degree in IT or a related field.
• Advanced certifications such as CompTIA A+, Network+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA).
• A+ Certification.
• Network+ Certification.
• Security+ Certification.
• Technical documentation skills.
• Knowledge of Service Now and functionality.

Essential Functions

• Ability to lift and move computer equipment up to 50 lbs.
• Regularly required to stand, walk, use hands, and reach with hands and arms.
• Working primarily in an office environment; some tasks may require work in server rooms.
• Ability to travel to different office locations as required.
• Ability to work on a computer for prolonged periods.

This posting will be open for application for a minimum of 5 days and may be extended based on business needs.

Estimated Starting Salary Range: $26.39 - $36.29.

Compensation varies depending on a wide array of factors, such as candidates' key skills, relevant work experience, and education/training/certifications. The disclosed range estimate may be adjusted for any applicable geographic differential associated with the location at which the position may be filled.

SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more.

IMPORTANT NOTICE: To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.

Learn more about the background check process for Security Clearances.

SNC is an Equal Opportunity Employer committed to an environment free of discrimination. Employment decisions are made based on merit without regard to race, color, age, religion, sex, national origin, disability, status as a protected veteran or other characteristics protected by law.

SNC is a trusted global leader in aerospace and national security. Our innovative solutions enable connected protection through command, control and communications systems, as well as ISR, cyber, electromagnetic spectrum management, and other high capabilities for systems across all domains - sea, land, air, space and cyber. As a longstanding leader in defense technology, SNC is the optimum intersection of commercial, defense and non-traditional contractors.

It’s part of our mission to always stay one step ahead; working on solutions today to solve the problems of tomorrow.

Founded in 1963, SNC is owned by Chairwoman Eren Ozmen and CEO Fatih Ozmen.