Technical Support

Technical Support

Chantilly, VA Top Secret/SCI CI Polygraph Mid Level Career (5+ yrs experience) $70,000 - $140,000

Job Description

Technical Support Location: Chantilly, VA Work Type: Onsite Remote Work: NO Job Description Gridiron IT is seeking a Technical Support candidate to work with a friendly team with growth opportunities. Provide front line customer interaction to solve basic technical problems and provide support for all assigned areas of configuration management and tracking of all program help desk tickets. Coordinating outages and generating reports about the program's tickets to ensure SLAs are met and all tickets are routed properly. Assisting with gathering and preparing contract CDRLs ensuring contract deliverable are being met on schedule. 5 days onsite and possible local travel less then 10% Responsibilities: Responding to and diagnosing problems through interactions with users while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps Responsible for opening, tracking and closing trouble tickets Ensures problem ownership and promotes end-user satisfaction Collaborate with software development and systems administrators to help identify, respond, and resolve tickets in a timely manner. Required Qualifications Required: Active and current TS/SCI with polygraph Bachelor's degree or equivalent, and a minimum 5 years of related experience Security+ Certification (current) Experience with ServiceNow Strong customer service, active listening, verbal and written communication skills. Detail-oriented and ability to multi-task in a fast-paced environment Extensive knowledge of MS Product Suite (Word, Excel, SharePoint) Experience with ServiceNow ticketing system Documentation and updating ServiceNow incidents Providing support to end-users spanning a variety of issues Identifying, researching, and resolving technical problems Responding to telephone calls, email, and personnel requests for technical support Documenting, tracking, and monitoring the problem to ensure a timely resolution Works independently with limited supervision Good organizational and leadership skills Good time management and problem-solving ability. Good analytical and logical skills Desired: CM Data Base (CMDB) experience Experience with Problem and Incident Management Compensation and Benefits Salary Range: $70,000 - $140,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.) Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron's benefits programs. Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status. Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.