SES Corporation
Responsibilities
The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers. Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications. Analyzes recurring issues to identify potential areas for improvement within systems or processes. Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams. Provides laptop/desktop/phone support and provisioning. Develop, maintain, and update knowledge articles in support of shift left troubleshooting at Tier 1 Provide second-level technical support for escalated incidents and service requests from Tier 1 Help Desk Diagnose and resolve complex hardware, software, and network problems through in-depth analysis and troubleshooting Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions Support installation, configuration, and maintenance of operating systems, applications, and end-user devices Administer user accounts, permissions, and group policies in Active Directory, Exchange, and related systems Analyze recurring incidents to identify root causes and recommend process or technology improvements Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates Communicate effectively with end users and stakeholders regarding issue status and resolution progress Qualifications
Education and Experience:
3 years of experience
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Bachelor's degree in IT, Computer Science, or related discipline 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira) Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications Ability to obtain public trust security clearance Required Skills: Bachelor\'s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira) Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications Ability to obtain public trust security clearance Preferred Skills: CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred Soft Skills: Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency. Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions. Results oriented: Able to drive things forward regardless of personal interest in the task Benefits
SES provides a competitive salary and the following benefits: Medical Dental Vision AD&D STD LTD Company paid Life Insurance 401k with employer contribution Paid Time Off Pet Insurance
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The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers. Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications. Analyzes recurring issues to identify potential areas for improvement within systems or processes. Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams. Provides laptop/desktop/phone support and provisioning. Develop, maintain, and update knowledge articles in support of shift left troubleshooting at Tier 1 Provide second-level technical support for escalated incidents and service requests from Tier 1 Help Desk Diagnose and resolve complex hardware, software, and network problems through in-depth analysis and troubleshooting Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions Support installation, configuration, and maintenance of operating systems, applications, and end-user devices Administer user accounts, permissions, and group policies in Active Directory, Exchange, and related systems Analyze recurring incidents to identify root causes and recommend process or technology improvements Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates Communicate effectively with end users and stakeholders regarding issue status and resolution progress Qualifications
Education and Experience:
3 years of experience
|
Bachelor's degree in IT, Computer Science, or related discipline 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira) Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications Ability to obtain public trust security clearance Required Skills: Bachelor\'s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira) Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications Ability to obtain public trust security clearance Preferred Skills: CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred Soft Skills: Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency. Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions. Results oriented: Able to drive things forward regardless of personal interest in the task Benefits
SES provides a competitive salary and the following benefits: Medical Dental Vision AD&D STD LTD Company paid Life Insurance 401k with employer contribution Paid Time Off Pet Insurance
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