IT Technical Support Specialist

IT Technical Support SpecialistBering Straits Professional Services (BSPS) is committed to world-class management of global logistics, training and procurement services for U.S. Government agencies. BSPS is certified by the U.S. Small Business Administration (SBA) as an 8(a) contractor. In February 2022, BSPS became an International Organization for Standardization (ISO) 9001 certified company. BSPS received the ISO 9001 quality standard certification through the Performance Review Institute (PRI).Location – Washington, DCThe Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned. To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.Wage/Salary Range: $80k - $90kApplicants will be notified via phone or email within ten (10) business days of submittal.Essential Duties & ResponsibilitiesProvide Desktop Support services to the government user community.Respond to IT incidents and requests that have been assigned or escalated by Tier 1.Interface with and create tickets for customers while working directly with them in an office environment or over the phone.Maintain work logs in a clear and professional mannerManage customer relationships from reported incident through resolution.Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.Assist in developing and implementing permanent resolutions to reoccurring problemsTroubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.High-level knowledge of Office 2010+, especially Word, Excel and Outlook.Deploy hardware and softwareEscalate tickets to Tier 3 Technicians/Support Groups in the event that an incident or request cannot be resolved at the Tier 2 level.Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.Assist in the asset management processCreate and/or revise Standard Operating Procedures (SOP).Adhere to all client policies and procedures.Assist with evaluating/testing/recommending new technologies for the agency.Provide support to Tier 1 queues per Surge Plan Procedures.Required (Minimum Necessary) QualificationsEducation Requirements: Bachelor's degree in an IT related field or four years equivalent experience in an IT related field.At least 3 years of hands-on experience deploying, monitoring, managing and or supporting some combination of at least 3 of the following products currently in the CSOSA environment:Office 365 E5One DriveTEAMSSharePoint OnlineINTUNESDefenderSecurity and Compliance CenterAZUREActive Directory Microsoft Deployment Toolkit (Imaging)Microsoft Surface data Eraser (disk wiping)A minimum of 4 years demonstrated experience writing documentation to carry out a process, troubleshoot a known issue, share best practices, creating training manuals, etc.As well as:Excellent oral and written communication skills.Excellent phone etiquette.Strong technical aptitude including excellent troubleshooting skills.Ability to work with users that have limited technical knowledge.Ability to instruct users utilizing verbal communication.Ability to work in a fast-paced, dynamic environment.Ability to interface with all levels of management.Excellent time management, scheduling, and organizational skills.Knowledge, Skills, Abilities, and Other CharacteristicsAbility to work well independently or in a team setting.Attention to detail.High degree of patience.PreferredExperience maintaining inventory of hardware and communicating with upper management when neededExperience performing inventory exercises/auditsExperience in tracking assets through their lifespanAbility to provide event Support (A/V, Skype, Recording)Experience in providing technical support and onsite assistance for eventsAbility to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government clientExperience resolving issues for mission-critical staff members (VIPs)Experience with Mersive/Solstice.Supervisory ResponsibilitiesThis position will not have supervisory responsibilities.DOT Covered/Safety-Sensitive Role RequirementsThis position is not subject to federal requirements regarding Department of Transportation "safety-sensitive" functions.Necessary Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Employees must always maintain a constant state of mental alertness. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.Physical Setting: Washington DCSchedule and Flexibility: Full Time in Office with potential for one day remote workWork EnvironmentThis role is performed primarily onsite at multiple government client facilities and administrative offices. The employee will provide in-person IT support to senior-level government officials and staff in professional office environments. Work locations may vary based on operational needs, and occasional movement between client buildings may be required. This role requires maintaining a high level of professionalism, discretion, and adherence to client security and workplace policies.Additional Qualifying FactorsAs a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain and maintain the appropriate clearance levels required and must also be able to obtain access to military installations.Shareholder PreferenceBSNC gives hiring, promotion, training, and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.Bering Straits Native Corporation is an equal opportunity employer. All applicants will receive consideration for employment without regard to any status protected by state or federal law, or any other basis prohibited by law.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.