Position Summary:
The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work.Key Responsibilities and Duties:
- Work and complete assigned tickets according to SOPs
- Provide high quality written and verbal customer service
- Accurately track and document all work
- Perform technical support services in line with the technicalskill requirements
- Setup and support physical hardware
- Travel to client sites to perform support when necessary
- Participate in on-call rotation and scheduled infrastructure maintenance
Job Qualifications:Core Competencies
- Timeliness – Meets deadlines - Completes work in a timely manner.
- Reliability –Achieves commitments - Arrives to work and meetings when scheduled/expected.
- Attitude–Has a positive attitude about performing their job.
- Organization–Manages their own work and schedule
- Accountability –Takes responsibility for actions and resolves own mistakes
- Receptive – open to feedback and willing to grow and improve
- Adaptable –flexible and open to change
- Integrity –High work ethic and integrity
- Follow through –Ensures work completion
- Quality – complete all work with a high level of detail and accuracy
- Professionalism –Conduct oneself in an all-round professional manner
- Communication – Communicate effectively
- Team – Available and supportive of coworkers
Abilities
- Prioritize and maintain a tidy ticket queue
- Notify the Helpdesk Manager when unable to complete workload
- Identify when an assignment should be escalated
- Create detailed documentation and ticket notes
- Provide high quality and timelycustomer service
- Travel to client sites when needed
- Participates in on-call rotation, weekend updates, technical training
Security Responsibilities
- Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.
- Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.
- Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.
- Immediately follow incident response procedures when a security incident or concern is noticed.
- Assist with the escorting or monitoring of visitors.
Experience and Knowledge1-2 years of experience as a Tier 1 TSRCertifications:
Position:
- Location – Rockville, MD–Hybrid eligible, not to exceed 1-dayWFH
- Employment Type -Full time
- Compensation - $51,500-58,999k
- Travel -On-Call rotation required. Some travel required, vehicle required
