IT Service Support Engineer Job at OBXtek, Inc. in Frederick

OBXtek is an award-winning Service Disabled Veteran Owned Small Business providing information technology and management services to the federal government. As the prime contractor on over 85% of its work, OBXtek is a leader in its field and has a robust corporate infrastructure supporting all its programs. OBXtek has experienced exceptional growth over the last four years and has secured prime contracts with 10 federal agencies. This growth results from successful project execution, measurable results, responsive customer service, timely recruiting, quality assurance/quality control, and competitive pricing. The company also boasts solid financial resources and a low employee turnover rate of 5%.

Job Description

OBXtek, Inc. is seeking an IT Service Support Engineer at the Veterans Administration Acquisition Academy in Frederick, MD, who holds an MCSA with Windows 7 certification. The project involves providing tier 1 and 2 support services to staff, students, instructors, and visitors for all deployed IT equipment.

Job Duties and Responsibilities:

• Receive service requests and incident reports from various sources, including group emails, ticketing systems, telephone, and walk-up customers. Ensure classroom requests are addressed immediately and other requests are dispatched promptly.
• Support other technologies deployed in the Academy, such as thin clients, virtual desktops, printers, VTC equipment, Smartboards, and Crestron touch panels.
• Provide first and second-tier support (and third-tier when required) for PC, thin client, server, or mainframe incidents.
• Set up and configure IT equipment for classrooms and conference rooms.
• Collaborate with network services, server teams, software systems engineering, and application development to restore services and resolve issues.
• Recommend system modifications to improve user experience and reduce problems.
• Manage service desk tickets, including entering, updating, and closing requests.
• Generate timely, clear, and concise reports.
• Support classroom use of SmartBoards and provide training as needed.
• Create Standard Operating Procedures (SOPs) and user documentation.

Education/Experience:

• Associate Degree in Computer Science, Information Technology, or related field, or equivalent experience.
• Microsoft Certified System Administrator (MCSA) for Windows 7.
• 1 to 5 years of desktop support experience (Tier 1 and 2).

Job Skills:

• Extensive knowledge of Windows 7, Microsoft Office Suite 2007/2010, Visio, Project, Access, SharePoint, Outlook.
• Experience with imaging, software load, configuration, user training, and troubleshooting.

Qualifications:

• Experience with ITIL-based ticketing systems.
• Basic understanding of printer and file servers, Active Directory, and network fundamentals (routers, switches, firewalls, VLANs, DHCP, IP addressing, sub-netting).
• Ability to produce clear reports and end-user documentation.
• Basic hardware troubleshooting skills for desktops, laptops, and peripherals.
• Desired experience with video teleconferencing, SmartBoards, endpoint encryption, VPN, Adobe products, audio systems, Crestron panels, thin clients, and Citrix.

Additional Information:

All information will be kept confidential in accordance with EEO guidelines.

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