Tech Support Specialist

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Training & development
• Tuition assistance
• Vision insurance
• Wellness resources

Description

At DANE our ability to retain employees is a testament to how we treat, value, and support our incredibly smart, talented, and courageous staff. We offer aggressive PTO from day one, multiple benefits, and learning opportunities to support our employees in being their best.

As a valued member, you will play a crucial role in providing top-notch Account Management Services for Department of State consolidated accounts. Your responsibilities will include creating, modifying, and overseeing all Department of State accounts and handling SNAP card administration. Additionally, you will be responsible for initial mobile and laptop support at the tier 1 level.

Details:

Location: Washington, D.C, and the immediate DC area (Northern VA)
Job Type: Full Time
Education: Minimum Associates degree or equivalent experience
Experience: Minimum 1-3 years of experience working as IT Mart Tech Support
Clearance: Must hold Active DoD Secret Clearance or higher

Responsibilities:

• Performs systems administrative and operational duties on computer systems
• Perform account management duties in Active Directory
• Welcome and greet customers when handling front desk operations
• Analyze, evaluate, test, and repair basic hardware problems
• Prepare activity and progress reports regarding support activities
• Respond, investigate, and correct problems.
• Acts as a technical resource for user queries
• Contribute to developing and implementing improvements in the account management processes.
• Working to achieve SLA's when resolving customer issues
• Organize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)
• Provide troubleshooting diagnosis, and repair for laptop and mobile devices

Requirements

• Strong customer service and communication skills (both written and verbal)
• Excellent interpersonal skills, especially the ability to listen and understand what is being described
• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Experience providing Tiers 1 and 2 technical support for hardware and software.
• Excellent attention to detail.
• Strong working knowledge of computer terms.
• Customer service operations experience.
• 1-3 years of related experience
• One or more industry standard certifications- A+, Security+, Network+; etc. preferred
• Must Have mobile or public key infrastructure (PKI, Smartcard) experience will be a plus
• Experience providing Tech support to Department of State IT Mart locations

Physical Requirements:

• Must be able to move/handle equipment up to 30 pounds

DANE LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Flexible work from home options available.