IT Technician - CONTINGENT

Engenix, Inc; Newport News (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Engenix, Inc. in Newport News, VA is seeking an IT Helpdesk Specialist to handle calls from a wide range of users, validate and triage incidents, and manage ticketing workflows.

You will provide front-line support for Windows/Office 365, printers, and networked devices, with responsibility for first contact resolution and escalation as needed. The role requires Security+ CE with IAT Level II and an active Secret clearance, plus US citizenship and background checks.

Qualifications

• Must have active DoD SECRET eligibility or ability to obtain.
• Security+ certification and IAT Level II grounding required.
• Experience delivering frontline IT support in a government or defense context.

Responsibilities

• Handle calls from students to VIPs, triaging incidents and requests.
• Answer, validate, and triage incoming phone-in incidents and requests.
• Process and triage incidents from the ticketing system.
• Review and validate ticket information and routing.
• Escalate tickets to appropriate support teams and pursue FCR.
• Provide technical information and initial troubleshooting for standard IT assets.
• Support non-standard devices with best-effort guidance.
• Configure, setup, maintain, and troubleshoot client computer systems, hardware, and software.
• Troubleshoot Windows OS and Office 365 across laptops, desktops, and mobile devices.
• Provide printer and MFP support; image devices using PXE for new/current equipment.

Skills

Technical support

Windows OS

Office 365

Ticketing systems

Education

Security+ CE Certification (IAT Level II)

Active Secret Clearance

Job description

Engenix, Inc. is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to age, gender, gender identification, sex, sexual orientation, color, race, creed, national origin, religion, marital status, parental status, citizenship status, ancestry, physical or mental disability, genetic information, veteran status, military status, or any other classification protected by federal, state, or local laws. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use our website, you can request reasonable accommodations by sending an email to [e-mail]. Thanks for your interest in Engenix, Inc.

Job Description

• Handle calls from a wide array of individuals, from students to VIPs.
• Answer, validate, and triage incoming phone-in Incidents and Requests.
• Process, validate, and triage Incidents and requests submitted through the ticketing system.
• Review and validate ticket information.
• Routing and escalating tickets to appropriate support teams.
• Identifying and performing First Contact Resolution tickets.
• Providing technical information/assistance on configuration, setup, maintenance, and initial troubleshooting of standard computer systems, hardware, and software.
• Provide best-effort support for technical information/assistance on non-standard computer systems, hardware, and software.
• Configuration, setup, maintenance, and troubleshooting of the Client's computer systems, hardware, and software.
• Proficient in troubleshooting Windows operating systems and Office 365 with a combination of Laptops, Desktop, and Mobile Devices.
• Provide technical support to printers and other MFP devices.
• Images devices using PXE to support new and current equipment.

Requirements

• Security+ CE Certification (IAT Level II)
• Active Secret Clearance

Candidates applying for this job must be authorized to work for any employer in the US, independently. This position requires that the candidate undergo a background check in order to access information in support of this position. Must be a US Citizen. Inability to obtain and maintain a DoD Common Access Card and SECRET eligibility security clearance may result in the candidate being ineligible for this position.

Job Posted by ApplicantPro