IT Support Specialist

Comtech is a woman-owned small business founded in 1998 and headquartered in Reston, VA. We offer IT solutions across the disciplines of program/project management, applications development, infrastructure, Cyber security, and enterprise content/data management services. We have developed our methodologies and processes based on the IT Infrastructure Library (ITIL) v.3 Framework across enterprise infrastructure operations. These methodologies and processes are reinforced through our organization’s externally accredited certifications, which include ISO 9001:2008 Quality Management System (QMS), ISO/IEC 20000-1:2011 IT Service Management Systems (SMS, corporate ITIL certification), ISO 27001:2005 Information Security Management System (ISMS), and CMMI-DEV Level 3

Job Description

• Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use Law Enforcement systems.
• Assist users through problem solving steps
• Investigates and resolves computer software and hardware problems of users.
• Serves as a contact for level 1 support.
• Serves as a contact for users having problems using computer software, hardware, operating systems and escalates as necessary.
• Determines whether problem is caused by hardware, software, or system.
• Answers questions, applying knowledge of computer software, hardware, systems and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Test software and hardware for troubleshooting and problem resolution.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
• Assist personnel from law enforcement agencies in troubleshooting problems with their various terminals, computers and systems.
• Work effectively with diverse customer and colleague groups.
• Ability to obtain and maintain certification by Ohio Law Enforcement Automated Data Systems (LEADS) and FBI NCIC, which requires fingerprinting and criminal background investigation.

Qualifications

• Must have a valid Driver’s License
• Experience with Microsoft Active Directory
• Experience with RSA SecuID token administration
• Experience with Crystal Reports or other report writing tools
• Knowledge of Remote device management
• Knowledge of Mobile device configuration and wireless infrastructure
• Experience with Computer operating systems, equipment, peripherals, and application