Oxley Enterprises, Inc.
Tier I Enterprise IT Support Specialist (On-Site)
Oxley Enterprises, Inc., Washington, District of Columbia, us, 20022
Join to apply for the
Tier I Enterprise IT Support Specialist (On-Site)
role at
Oxley Enterprises, Inc. 5 days ago Be among the first 25 applicants Join to apply for the
Tier I Enterprise IT Support Specialist (On-Site)
role at
Oxley Enterprises, Inc. The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, IL, LA,
MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT,
WA, WY
Location:
Government facility in the DC Metropolitan area
Are you ready to make a meaningful impact supporting the U.S. Customs and Border Protection (CBP)? We're seeking a skilled Tier I Enterprise IT Support Specialist to ensure user access to critical systems, applications, and peripherals.
Position Description:
The Tier I Enterprise IT Support Specialist provides broad system and full involvement incident support to internal CPB system users.
Minimum/General Experience:
1-2 years of experience providing information technology (IT) troubleshooting and customer support
Minimum Education:
High School diploma
Essential Skills/Qualifications
Experience answering calls and providing first level technical support to users Experience supporting the troubleshooting of web-based and client-based systems and applications Experience supporting mobile device management Experience supporting the troubleshooting of basic hardware peripherals (e.g., desktops, laptops, printers, scanners, servers) Experience supporting network connectivity and Virtual Private Network (VPN) connectivity issues Experience creating and escalating user support tickets Ability to support workstation login and Personal Identity Verification (PIV) card issues and requests Ability to follow established knowledge management articles, ticket templates, and support procedures Ability to participate in major incident management efforts Experience using ticketing systems (e.g., ServiceNow) Experience utilizing service management tools (e.g., Remedy) Ability to support an operational 24x7x365 environment Excellent oral and written communication skills
General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment .
Assignment Location - Government facility in the DC Metropolitan Area. Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Typing, communicating, repetitive motions. Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. Inside environmental conditions with protection from outside elements.
Security : Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI)
U.S. Citizenship
Pre-Screening
Consists of a review of up to but not limited to:
Criminal history check - no felony convictions within the past 36 months Drug screening Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months Financial check - bankruptcy and tax liens within the last 7-10 years
CBP Background Investigation
Consists of a review of up to but not limited to:
Credit check Criminal history check Records check to verify citizenship of family members Verification of date of birth Education verification Employment history verification Military history verification Interviews with subject, peers, spouse, former spouse(s), neighbors Residency verification Public records check - bankruptcies, divorces, criminal and/or civil litigation
Tasks/activities Include, But Are Not Limited To
Answers and responds to incoming calls via the internal Technology Service Desk (TSD) number Answers and responds to emails and self-service tickets from customers Records all technology incidents and service requests in the appropriate service management tool (e.g., ServiceNow) Documents actions performed by Tier I and provides additional information required by the next level of support Provides initial investigation, triage, troubleshooting, resolution, and ticket escalation support for customer systems and applications Provides support for scanners, cameras, detection, and surveillance equipment Supports customer email and messaging connectivity issues Provides account management resolution for password resets and unlock support, adhering to security and technology policies Gathers appropriate information and verifies customer identity using approved government tools and following established government procedures Provides accurate and timely resolution for incidents and requests using established troubleshooting methods Escalates incidents to the next level of technical support including internal CBP support teams and third-party vendor support Monitors and communicates the status of the ticket to customers Ensures proper documentation of customer follow-up on ticket statuses Identifies, escalates, monitors, and verifies resolution from or on behalf of high level, sensitive VIP customers Monitors ticket trends and agent escalations to identify potential major incidents affecting multiple end users Escalates major incidents to appropriate major incident management teams based on established escalation procedures Generates and monitors "master tickets" related to known issues, change requests, and major incidents Participates in bridge calls related to major incidents and outages and provides updates on user impact Communicates the customer experience of outages to the major incident management team and the status of outages to customers Develops and deploys alert messages via phone and internal web and SharePoint pages to communicate outages Provides outage workaround recommendations to customers to mitigate call volume
Compensation & Benefits:
The annual projected pay range for this position is $42,286.00 - $65,310.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.
Oxley Enterprises, Inc. offers a full array of benefits including:
Medical, dental, vision and prescription drug coverage for you and your family. Life Insurance, short-term disability and long-term disability paid for by the Company. Supplemental coverages including Accident, Critical Illness, and Hospital. Additional Life insurance coverage for you and your dependents. 401k plan with various options to select based on your retirement goals.
Oxley Enterprises, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.
If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information:
Subject Line: Accommodation Request
Provide a description of your accommodation request
Include your contact information: Full name, Email address, Best number to reach you (optional)
We participate in the E-Verify program. http://www.dhs.gov/E-Verify Seniority level
Seniority level Entry level Employment type
Employment type Full-time Job function
Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Oxley Enterprises, Inc. by 2x Sign in to set job alerts for “Information Technology Support Specialist” roles.
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Tier I Enterprise IT Support Specialist (On-Site)
role at
Oxley Enterprises, Inc. 5 days ago Be among the first 25 applicants Join to apply for the
Tier I Enterprise IT Support Specialist (On-Site)
role at
Oxley Enterprises, Inc. The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, IL, LA,
MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT,
WA, WY
Location:
Government facility in the DC Metropolitan area
Are you ready to make a meaningful impact supporting the U.S. Customs and Border Protection (CBP)? We're seeking a skilled Tier I Enterprise IT Support Specialist to ensure user access to critical systems, applications, and peripherals.
Position Description:
The Tier I Enterprise IT Support Specialist provides broad system and full involvement incident support to internal CPB system users.
Minimum/General Experience:
1-2 years of experience providing information technology (IT) troubleshooting and customer support
Minimum Education:
High School diploma
Essential Skills/Qualifications
Experience answering calls and providing first level technical support to users Experience supporting the troubleshooting of web-based and client-based systems and applications Experience supporting mobile device management Experience supporting the troubleshooting of basic hardware peripherals (e.g., desktops, laptops, printers, scanners, servers) Experience supporting network connectivity and Virtual Private Network (VPN) connectivity issues Experience creating and escalating user support tickets Ability to support workstation login and Personal Identity Verification (PIV) card issues and requests Ability to follow established knowledge management articles, ticket templates, and support procedures Ability to participate in major incident management efforts Experience using ticketing systems (e.g., ServiceNow) Experience utilizing service management tools (e.g., Remedy) Ability to support an operational 24x7x365 environment Excellent oral and written communication skills
General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment .
Assignment Location - Government facility in the DC Metropolitan Area. Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Typing, communicating, repetitive motions. Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. Inside environmental conditions with protection from outside elements.
Security : Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI)
U.S. Citizenship
Pre-Screening
Consists of a review of up to but not limited to:
Criminal history check - no felony convictions within the past 36 months Drug screening Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months Financial check - bankruptcy and tax liens within the last 7-10 years
CBP Background Investigation
Consists of a review of up to but not limited to:
Credit check Criminal history check Records check to verify citizenship of family members Verification of date of birth Education verification Employment history verification Military history verification Interviews with subject, peers, spouse, former spouse(s), neighbors Residency verification Public records check - bankruptcies, divorces, criminal and/or civil litigation
Tasks/activities Include, But Are Not Limited To
Answers and responds to incoming calls via the internal Technology Service Desk (TSD) number Answers and responds to emails and self-service tickets from customers Records all technology incidents and service requests in the appropriate service management tool (e.g., ServiceNow) Documents actions performed by Tier I and provides additional information required by the next level of support Provides initial investigation, triage, troubleshooting, resolution, and ticket escalation support for customer systems and applications Provides support for scanners, cameras, detection, and surveillance equipment Supports customer email and messaging connectivity issues Provides account management resolution for password resets and unlock support, adhering to security and technology policies Gathers appropriate information and verifies customer identity using approved government tools and following established government procedures Provides accurate and timely resolution for incidents and requests using established troubleshooting methods Escalates incidents to the next level of technical support including internal CBP support teams and third-party vendor support Monitors and communicates the status of the ticket to customers Ensures proper documentation of customer follow-up on ticket statuses Identifies, escalates, monitors, and verifies resolution from or on behalf of high level, sensitive VIP customers Monitors ticket trends and agent escalations to identify potential major incidents affecting multiple end users Escalates major incidents to appropriate major incident management teams based on established escalation procedures Generates and monitors "master tickets" related to known issues, change requests, and major incidents Participates in bridge calls related to major incidents and outages and provides updates on user impact Communicates the customer experience of outages to the major incident management team and the status of outages to customers Develops and deploys alert messages via phone and internal web and SharePoint pages to communicate outages Provides outage workaround recommendations to customers to mitigate call volume
Compensation & Benefits:
The annual projected pay range for this position is $42,286.00 - $65,310.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.
Oxley Enterprises, Inc. offers a full array of benefits including:
Medical, dental, vision and prescription drug coverage for you and your family. Life Insurance, short-term disability and long-term disability paid for by the Company. Supplemental coverages including Accident, Critical Illness, and Hospital. Additional Life insurance coverage for you and your dependents. 401k plan with various options to select based on your retirement goals.
Oxley Enterprises, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.
If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information:
Subject Line: Accommodation Request
Provide a description of your accommodation request
Include your contact information: Full name, Email address, Best number to reach you (optional)
We participate in the E-Verify program. http://www.dhs.gov/E-Verify Seniority level
Seniority level Entry level Employment type
Employment type Full-time Job function
Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Oxley Enterprises, Inc. by 2x Sign in to set job alerts for “Information Technology Support Specialist” roles.
IT Support Technician - Long term contract 5 days a week
Washington, DC $50,000.00-$55,000.00 5 days ago Washington, DC $65,000.00-$75,000.00 6 months ago On-Call IT Technician - PC, Mac & Desktop Support Washington-Arlington-Alexandri
Arlington, VA $60,000.00-$70,000.00 2 weeks ago Bethesda, MD $82,754.00-$90,000.00 1 month ago Bethesda, MD $59,464.00-$74,330.00 2 days ago On-Call IT Technician - PC, Mac & Desktop Support Washington-Arlington-Alexandri
Information Technology Support Specialist Level I
On-Call IT Technician - PC, Mac & Desktop Support Washington-Arlington-Alexandri
Sterling, VA $50,000.00-$65,000.00 1 year ago On-Call IT Technician - PC, Mac & Desktop Support Washington-Arlington-Alexandri
On-Call IT Technician - PC, Mac & Desktop Support Washington-Arlington-Alexandri
Washington Highlands, MD $40.00-$45.00 2 weeks ago On-Call IT Technician - PC, Mac & Desktop Support Washington-Arlington-Alexandri
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr