Enterprise IT Support Officer (EITSO)

Hoplite Solutions is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) to serve on a Dedicated Support Team of IT support professionals responsible for incident response, desk side service, and project management. In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0–2, which includes problem recognition, research, isolation, resolution, and follow-up steps.

Responsibilities include, but are not limited to:

• Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
• Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.
• Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
• Performing remote desktop triage and system repair using remote tools.
• Maintaining and updating records and tracking databases.
• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
• Using best practices and knowledge of internal or external business issues to improve products or services.
• Meeting contractual performance criteria.
•  Local travel may be required between customer buildings.
• May have supervisory responsibilities.
• Special non-commercial systems administrator experience (access management/file transfer) may be required.

Hours of coverage:

Basic Qualifications:

• Customer certification in CMA or DMA required.
• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information. 
• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
• Ability to embrace diverse technical disciplines and excellent customer service skills.
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
• Attention to detail, leadership, and collaborative and independent work process.
• Demonstrated problem solving and technical skills to resolve critical IT issues.
• Expertise, training, and actual work experience with customer specific, systems and technologies.
• Must be a self-starter, work independently, and work with a clear and defined mission.
• Must demonstrate ability to thrive and succeed in a challenging environment. Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment.
• Knowledge of Windows Active Directory.
• Knowledge of multiple desktop programs, configuration and debugging techniques.
• Experience with TCP/IP and general networking issues.
• Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
• Experience with servers, printers, and peripheral devices. BA/BS and 4 years of experiences, or a combination of education and work experience equivalent to 8 years.

Preferred Qualifications:

• Related work experience in a technical help desk position.
• Experience with data transfer services.
• IAT Level II certification.
• Experience with ServiceNow ITSM & ITBM.
• Prior experience managing projects from low-mid complexity.
• ITIL® v4 Foundation, or higher, certification. 

Security Clearance Requirements:

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Must be able to move/traverse within and between buildings and offices.
• Must be able to position self to maintain computers, including under the desks and in the server closet.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. 
• Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.