Technical Support Specialist Ii

Summary

The MIL Corporation seeks a Tier II Technical Support Specialist to support a Federal Government client in Washington, DC. The Tier II Technical Support Specialist is the central point of contact for all IT-related incidents and service requests and is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

This position requires a 100% onsite presence; 5 days a week.

Responsibilities

• Provide support for all staff
• Provide services over the phone, through e-mail, in person (for walk-in customers) and self-service
• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
• Assist users with any logged IT related incident
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Accurately record, update and document requests using the IT service desk system
• Install and configure new IT equipment
• Resolve incidents and upgrade different types of software and hardware
• Resolve incidents with printers, copiers and scanners
• New hardware and software deployment requests
• Audio-visual requests
• Mobile support and mobile phone deployment
• Resolve Critical Service Requests for workstation equipment
• Remove and cleanup malware, isolated viruses and spyware
• Maintain a first-class level of customer service ensuring all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Willingness to attend internal training as necessary, to keep up to date with the latest technology and internal system processes
• Participate in the Annual Performance Review process
• Actively support equality and diversity policies of The MIL Corporation and The Federal Government client
• Undertake other duties not specifically stated without altering the nature or level of responsibility

Required Qualifications

• General knowledge of Tier III desktop hardware / software support
• 2+ years previous Tier II / Tier III desktop hardware / software support
• Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Excellent IT skills and computer literacy
• Previous experience within a customer service role
• Excellent organizational skills
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Good attention to detail and ability to show initiative
• Ability to plan and prioritize work load without supervision
• Ability to prioritize, manage and perform under pressure to meet SLAs
• Excellent knowledge of Customer Service best practices
• Willingness to work flexibly and with enthusiasm
• Ability to work in a dynamic, fast-paced environment
• A highly motivated team player with the skills and ability to manage changing priorities

Desired Qualifications

• AS / BS in Computer Science or other relevant Information Technology field
• A+, MCSA, ITIL Foundation Certificate (V2)
• 5+ years previous Tier II/ Tier III desktop hardware/ software support
• Experience working with the Microsoft System Center Configuration Manager (SCCM), Encryption Software (e.g. McAfee Encryption, Truecrypt, bitlocker)
• Experience working with Azure, Microsoft 365
• Mobile support/phone deployment
• Macs iOS
• Dell hardware
• Previous experience working with a Federal Government client

Education

HS/GED

Clearance

Public Trust

Compensation

The MIL Corporation values your contribution and offers a range of benefits to support your overall well-being. We are pleased to offer a comprehensive range of benefits to our full-time employees which includes health, life, disability, and retirement plans, as well as paid time off, opportunities for professional growth and tuition assistance. Additional benefits and incentives may also apply, which will be communicated during the hiring process.

Salary at MIL is determined based on factors such as qualifications, experience, and contractual limitations. For this position, the projected compensation range is $50,000 - $70,000 per year. This estimate represents the typical salary range is just one part of MIL's complete compensation package. Learn more on the MIL Careers page.

Why MIL?
The MIL Corporation (MIL) is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology – and we are looking for candidates like you! Whether you’re fresh out of college, the military, or well into your professional services career, MIL has great job opportunities that might be a great fit.

Here at MIL, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here and it truly shows through our various recognitions & awards. Some of our most recent awards include:

• 2021-2022, Top Workplaces USA award (Energage)
• 2017-2022 Top Workplaces Award, Greater Washington Area (The Washington Post)
• 2018-2022 Certified Great Workplace, Great Place to Work®
  • • 2021 & 2022, Best Workplaces in Consulting & Professional Services™
    • 2021 Fortune Best Workplaces for Millennials™
    • 2018 Fortune, Great Place to Work: Best Place to Work for Diversity
• 2020- 2022, 2017, Top Workplace Award, South Carolina (Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine)
• 2022 Freedom Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense
• 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, MIL welcomes you. Become a part of something greater, where you, the people, make the difference.

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