Junior Tier II Technician (IMC00872)

Innovative Management Concepts, Inc.; Ashburn, Northern (VA, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

401(k) with 3% employer match

Paid time off

Paid holidays

FSA spending

Dental

Vision

Health insurance

AD&D

Life insurance

Bonus potential

Job summary

Innovative Management Concepts, Inc. (IMC) is seeking a US citizen to support government contract IT operations. The role covers incident resolution, escalation handling, and documentation while maintaining SLA and cross-functional teamwork in a fast-paced ITIL environment.

The position is remote with DMV telework, offering a 40-hour week and flexible scheduling. Candidates should have IT support experience, Windows/desktop proficiency, and a capability to obtain required clearances.

Qualifications

• Two years of IT support experience.
• Understanding of Windows operating systems and desktop support.
• Must be able to lift up to 40 lbs and sit/stand as required.
• Devices include computers, servers and network devices.
• Excellent verbal and written communication to support calls and emails.
• Analytical with attention to detail and follow-through.
• Articulate key information efficiently and exercise discretion.
• Analyze and propose alternatives to meet customer needs.
• Support team processes in a fast-paced ITIL environment.
• Citizenship and ability to obtain a Tier 1 Public Trust clearance.

Responsibilities

• Resolve assigned incidents and service requests.
• Document findings and resolutions.
• Support user communication and status updates.
• Collaborate with senior technicians on complex issues.
• Maintain SLA compliance requirements.

Skills

IT support experience

Windows OS

Desktop support

Excellent communication

Analytical, detail-oriented

Team collaboration in ITIL env

Responding to last-minute requests

Discretion and independent judgment

Customer-focused

Education

ITIL 4 Foundation Certification

HDI Support Center Analyst Certification

IAT Level II certifications (CCNA Security, CySA+, GICSP, GSEC, Security+CE, CND, SSCP)

Tools

Active Directory

MFA support

ServiceNow

Job description

• Pursuant to a government contract, this specific position requires U.S. Citizenship
• Ability to obtain a Tier 1 Public Trust clearance

This position provides support for routine escalations requiring additional troubleshooting beyond Service Desk capabilities.

Work Location:DMV - Telework.Flexible shift availability. Employees will work a 40-hour workweek, with schedules based upon the needs and direction of the customer.

Basic Required Qualifications and Skills: Note: These are mandatory items that all candidates must have when submitting an application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• Two years of IT support experience.
• Understanding of Windows operating systems and desktop support.
• Physical requirements of lifting and/or pulling up to 40lbs, sitting, bending, and standing.
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails, with ability to clearly communicate technical issues to non-technical people in a friendly and positive manner.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to ensure problems are resolved, with the ability to respond to last-minute requests.
• Identify and articulate key information in an efficient and timely manner and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers, with a focus on exceeding customer expectations and improving the customer experience.
• Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment.
• Pursuant to a government contract, this specific position requires U.S. Citizenship.
• This position requires the ability to obtain a Tier 1 Public Trust clearance.

Desired Qualifications and Skills: It is desirable that the candidate have the following qualifications:

• ITIL 4 Foundation Certification.
• HDI Support Center Analyst Certification.
• Possess an IAT level II certification in ACTIVE status:
  • CCNA Security
  • CySA+
  • GICSP
  • GSEC
  • Security+CE
  • CND
  • SSCP
• Active Directory and MFA support experience.
• ServiceNow experience.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Resolve assigned incidents and service requests.
• Document findings and resolutions.
• Support user communication and status updates.
• Collaborate with senior technicians on complex issues.
• Maintain SLA compliance requirements.

Salary and Benefits Information: Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range.

Full-time positions at IMC are eligible to participate in any or all of the benefit programs offered, including 401(k) with a 3% employer match, paid time off, paid holidays, FSA spending, dental, vision, health insurance, company-sponsored AD&D,and life insurance.Additional voluntary benefits are offered,such as voluntary life, AD&D, accident, critical illness, hospital,and pet insurance. Benefits are subject to change. Positions at IMC may also be eligible for a bonus and/or other incentives.

Innovative Management Concepts, Inc. (IMC), a Service-Disabled Veteran-Owned Small Business, provides a broad range of information technology IT services to government and commercial customers by placing a high priority on modernization, enhancing business processes through technology, and creating efficiencies through automation. Since its founding in 1989, IMC has offered solutions and expertise in: IT operations and maintenance, data management, cyber security, systems and network engineering and administration, cloud/hosting services, software development, website services, software quality assurance and testing (including IV&V), and project management. IMC is certified in International Organization for Standardization (ISO) 9001 Quality Management, ISO 27001 Information Technology Security Management, ISO 20000 Information Technology Service Management, and ISO 14001 Environmental Management System. Committed to continuous improvement and information security, IMC has beenappraised at level 3 of the CMMI Institute's Capability Maturity Model Integration for both Development and Services and we are CMMC Level 2 (Ver 2.0) compliant. Find out more about IMC at www.imcva.com .

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.