Senior It Support Specialist

The Senior IT Support Specialist will provide IT support to users to include hardware/software support, IT asset management, and user/access permissions; provide senior-level IT support; ensure tickets are completed by the team per resolution and response time requirements and resolve complex tickets that are escalated to higher levels of support.

Individuals must be able to attain and maintain a valid U.S. Government security clearance in order to be retained in this position.

Duties & Responsibilities

Includes but is not limited to the following:

• Provides IT support and user management support in accordance with (IAW) organizational requirements.
• Provides on-site desktop, software, and peripheral support for customers, meeting all required timelines/priorities.
• Reports significant outages and/or customer issues.
• Ensures 98% of all routine work orders are completed based on priority periods.
• Installs maintains, updates, troubleshoots, and resolves issues related to IT hardware and software.
• Assists with Cybersecurity Vulnerability Alert (IAVA) remediation.
• Installs, configures, troubleshoots, relocates, and repairs desktops, tablets, devices, and printers.
• Identifies network problems.
• Ensures 95% of all service desk work orders are input into the approved ticketing system.
• Troubleshoots WIFI and property-provided broadband devices and VPN connectivity.
• Utilizes approved network and system monitoring tools.
• Submits daily systems reports and contacts the next level of support to escalate unresolved problems.
• Utilizes automated incident tracking systems.
• Provides technical customer support.
• Configures, diagnoses, reimages, reloads, utilizes troubleshoots, and repairs all MS Windows-based laptops and desktops.
• Utilizes Active Directory tools to manage and create objects in MS Server.
• Utilizes remote tools to connect to remote desktops, including use of SCCM.
• Assists users during briefings and events with all collaborative tools (e.g.: Skype, MS Teams, portals, and alert systems).
• Some travel is required.
• Supports LCI Core values

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

• Bachelor’s degree in an IT-related field preferred
• Minimum of 5 years' experience in an IT environment
• Customer service experience required
• Experience providing IT support to federal government customers

Skill & Certification Requirements

• Current technical certification (one of the following Security+, CISSP, CCNA Security, GICSP, GSEC, CND, SSCP)
• IT Help Desk support
• Remedy
• Hardware/Software support
• User/permissions support
• Windows systems Support
• Windows 10 or later
• Desktop, laptop, VTC support
• Microsoft Office Suite
• Demonstrated communication skills verbal written
• The position requires sitting for long periods of time
• Most duties require extended use of a keyboard and computer monitor
• May require lifting of 20-40 lbs

• LCI is an Equal Opportunity Employer Veteran/Disabled

Leader Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email hr@lcibest.com